Revenue Protection Officer

First Group; Bristol; On-site; GBP 40,000 - GBP 60,000; Full time

Job summary

A major transportation company is seeking a Revenue Protection Officer in Bristol. The role involves preventing fare evasion and ensuring accurate ticketing while providing excellent customer service. Ideal candidates will have customer-facing experience and strong communication skills. The position offers flexible hours, benefits like health support, discounts, and a pension scheme, fostering both physical and mental wellbeing.

Benefits

Health cashback benefits

Discounted train travel

Free bus pass

25 days' holiday + bank holidays

Pension scheme

Cycle to work scheme

Flexible working

Qualifications

• Proven experience in a customer-facing role.
• High level of numerical accuracy and strong written and verbal communication.
• Effective time management and ability to work independently.

Responsibilities

• Protect revenue and ensure fare-paying passengers are treated fairly.
• Ensure ticketing processes are followed by drivers.
• Interact professionally with passengers and drivers.

Skills

Customer-facing experience

Numerical accuracy

Written and verbal communication

Time management

Calmness under pressure

Tools

Microsoft Office

Android applications

Job description

Overview

Location: Hengrove, Bristol

Hours: Full-time, offering a varied shift pattern including weekends, bank holidays, and early and late finishes

We have a fantastic opportunity for a Revenue Protection Officer to join our Wales and West of England team. This role will be based from our Hengrove depot in Bristol with regular travel around Wales and West region.

Welcome to First Bus

Hello. First Bus is one of the country's largest bus operators – taking 1.6 million customers to their destinations every day. We're a forward-looking business at the forefront of bus technology, leading the way on contactless payments, mobile Apps and real time information. Our investment in state-of-the-art, new buses is just one part of our transition to a low-carbon future. It's an exciting time to be here.

About the role

The role of the Revenue Protection Officer includes carrying out thorough, detailed investigation work to ensure minimal financial losses to the Company and to support the Revenue Protection Manager carry out various revenue protection duties with the aim of reducing ticketless travel, fare evasion and internal fraud.

You will strive to uphold the high standards of First Bus at all times but particularly when dealing with our customers face to face. You are required to be a highly visible presence across the bus network.

Requirement to work flexibly as role includes both early and late finishes along with weekend and bank holiday shifts.

The day to day

• Protect our revenue and ensure that all our fare paying passengers are fairly treated
• Ensure that drivers are issuing appropriately priced tickets and that customers travelling on buses are in possession of a valid ticket or pass
• Withdraw fraudulently used passes or tickets from passengers and complete appropriate withdrawal paperwork
• Accurately record details of all buses boarded and ticket checks carried out and to report irregularities found
• Interact with both passengers and drivers in a friendly, calm and professional manner, offering assistance when required
• Provide excellent customer service both on buses, on street and at bus stations / interchanges
• Issue the appropriate notices to passengers found without possession of a valid ticket or pass
• Liaise with Depot Managers, Police and external stakeholders as necessary

What you'll bring

• Proven experience in a customer-facing role
• High level of numerical accuracy and strong written and verbal communication
• Effective time management and ability to work independently
• Competent user of Microsoft Office and Android applications
• Ability to remain calm and professional under pressure

Desirable criteria

• Previous experience in revenue protection
• Ability to develop, implement and take ownership of new ideas
• Experience preparing and submitting written reports
• Skills in managing and de-escalating confrontational situations

Rewards & Benefits

• Your health is important to us which is why we offer Simply Health & Smart Health for you and your dependents at no cost to you! This offering includes cash back benefits across optical & dental as well as virtual GP appointments, mental health support and nutrition and fitness advice. Our EAP provision offers 24hr, 365 days a year mental health support
• We are also committed to your financial wellbeing, and we offer a platform with many discounts on high street brands and supermarkets etc
• Working at First you also receive discounted train travel for you and your family after 6 months service as well as a free bus pass
• Cycle to work scheme
• 25 days' holiday + bank holidays
• Pension scheme and chance to buy discounted First Group shares
• Flexible working

We put a big focus on physical and mental wellbeing at First Bus. We recognise that anyone can be affected by the stresses and strain of work, or life outside it. You'll find a range of health-promotion initiatives, and you will have 24/7 access to our confidential Employee Assistance Programme.

Please apply now. We look forward to receiving your application.

Public transport serves everyone, whatever their differences. At First Bus, we want to be an employer open to you, no matter what your differences are. We aspire to be an inclusive organisation because diverse backgrounds, thinking and experiences bring so many benefits to our customers, communities and people. We welcome applications from all.

Applicants are advised that background checks will be conducted as a standard part of our recruitment process.