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About the Role
Supporting our business to ensure that all passengers have purchased the correct ticket type for their journey. This will include detecting and managing any fraudulent activity on board vessels and at piers. Collection of missed revenue and capture of relevant information. Keeping accurate and appropriate records to enable us to monitor fare evasion and/or fraudulent activity. Through careful analysis of records, investigate any patterns in fare evasion and propose intervention methods required to resolve the issue. Assist other departments with internal audit requirements i.e., Stock for Catering and Customer Services. To maintain a high standard of customer care at all times.
Responsibilities
- Undertake full inspection of tickets, ensuring high customer service and managing passengers without valid tickets.
- Collect fares and issue penalty charge notices; interview suspected fare evaders or those committing fraudulent activity, and complete paperwork.
- Take appropriate follow-up actions with those committing fraudulent activity.
- Monitor the enforcement of our Pay Before You Travel (PBYT) policy by our teams.
- Follow internal processes to reduce evasion and propose solutions to tackle fare evasion trends.
- Manage serious and systematic fare evasion or fraud, including illegal production or sale of tickets.
- Assist with internal audits.
- Tackle and deter anti-social behaviour across the service network, excluding passengers when necessary.
- Collect contact details of fare evaders and work closely with Customer Communications team to maintain records and follow up.
- Maintain self-service kiosks for unmanned piers.
- Assist with new starters training.
- Complete daily summary reports, update Discussions logs, and communicate daily handovers.
- Assist the Customer Services team with delivery of a world-class service and identify opportunities to improve customer experience.
- Assist in developing and maintaining effective teamwork within departments and TBW office.
Requirements
- High standards of honesty and integrity.
- Good interpersonal skills.
- Confidence in dealing with people of all backgrounds and comfortable questioning people about suspected offences, sometimes in tense situations.
- Ability to remain calm under pressure.
- Competent user of Microsoft Word and Excel.
- Great written and communication skills to support preparation of reports.
- Previous experience in a face-to-face customer service role.
- Attention to detail.
Skills
- Honesty
- Integrity
- Interpersonal skills
- Customer service
- Calmness under pressure
- Microsoft Word
- Microsoft Excel
- Written communication
- Verbal communication
- Attention to detail
- Data protection (desirable)
- SIA Licenses (desirable)