Salary
Manager Grade 1
Contractual hours
37.5
Basis
Full time
Package
• A rewarding career • A competitive salary • Excellent training, development, and career progression • 37 days annual leave (pro-rata) • Staff travel pass for yourself, spouse/partner, and dependents • An industry leading pension
Date posted
01/01/2025
Job reference
REC000100459
This position on offer is permanent
Role Overview
Reporting to the Financial controller, this role will plan and undertake a range of intelligence-led revenue protection, security, and customer service responsibilities across the Clyde & Hebrides Ferry Services (CHFS) network in order to achieve the company objectives for minimising ticketless travel and improving customer satisfaction measures.
Principal accountabilities
1. To minimise ticketless travel, promote the purchase of tickets before travel, and gather additional revenues by travelling throughout the CHFS network, checking tickets and intervening when examples of ticketless travel are identified.
2. Identify where and when ticketless travel is happening on the network by gathering and analysing information from personal observation, reviewing ticketless travel surveys and talking to passengers and colleagues.
3. Investigate instances of fraudulent travel based on information received, and take appropriate action to minimise loss of revenue and reduce the risk of further fraudulent behaviour.
4. Ensure that customers are in receipt of appropriately priced tickets, that travelling customers are in possession of a valid ticket or pass, and that customer tickets have been invalidated (scanned).
5. Work with colleagues to develop and implement a plan that responds to the intelligence that is coming in about ticketless travel, including where and when to focus resources and the most appropriate forms of deployment.
6. In collaboration with colleagues and in line with any agreed plans, minimise revenue losses from ticketless travel by undertaking specific revenue protection initiatives, including deployment to particular routes, and following up persistent examples of fare evasion.
7. When required, provide a revenue protection or customer service presence on peak routes/sailings, by supplementing normal ticket scanning checks and providing additional presence at key points at the relevant port.
8. Liaise with Port Managers, Pursers, Area Managers, Police and external stakeholders as necessary.
9. Utilising insight and feedback from Revenue Protection duties, provide input to ticketing strategy to simplify processes, improve controls and minimise revenue leakage.
10. Undertake any other duties/investigations as required by the Executive team.
Qualifications, skills and experience
1. Confident in analysis of information/reports.
2. Strong planning and management skills.
3. The ability to investigate ticketless travel causes and the source of fraudulent travel.
4. IT literacy to include proficient use of Microsoft Word, Excel, Outlook and similar applications.
5. Professionalism and excellent customer service skills.
6. Able to work independently without direct supervision.
7. Excellent time management and personal administration.
8. Numeracy and literacy skills at A Level standard or equivalent.
9. Understanding of CHFS operations, ticketing, relevant legislation and geography covered.
10. Prepared to work unsociable hours – weekends and evenings.
11. Calm under pressure.
12. Flexible and adaptable to respond to changing circumstances.
13. Experience of working in a customer service and retail environment.
14. Excellent communication and influencing skills.
15. Strong personal presence and effective ambassador for the CHFS brand.
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