Revenue Protection Manager

First Group; Glasgow, Aberdeen City; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Revenue Protection Manager to join their Scotland team. This full-time role involves overseeing a small team dedicated to protecting revenue and ensuring fair treatment for passengers. The ideal candidate will possess excellent numerical and communication skills, thrive in a customer-facing environment, and manage stressful situations with professionalism. The company emphasizes a flexible working approach and offers a range of benefits, including free travel for you and your family, a discount scheme, and a strong focus on employee wellbeing. Join a diverse and inclusive organization that values your contributions.

Benefits

Discount Scheme

Free Travel for Family

All-Day Train Travel for Family

Cycle to Work Scheme

25 Days Holiday + Bank Holidays

Pension Scheme

Discounted Shares

Flexible Working

Qualifications

• Excellent numerical and communication skills are essential.
• Experience in a customer-facing role is a must.

Responsibilities

• Manage a team of revenue protection officers effectively.
• Ensure fair treatment of fare-paying passengers.
• Provide excellent customer service on buses and at stations.

Skills

Numerical Skills

Time Management

Communication Skills

Ability to Work on Own Initiative

Customer Service Experience

Stress Management

Education

High School Diploma

Tools

Microsoft Office

Android Mobile Apps

Job description

First Bus has a fantastic opportunity for a Revenue Protection Manager to join our Scotland team on a full-time permanent basis. You will be based from either one of our Glasgow depots or our Aberdeen depot.

Reporting to the National Revenue Protection Manager, the successful candidate will play a central role in improving and maintaining a service that forms a vital part in the Scottish community.

You will manage your local team to strive to uphold the high standards of First Bus at all times but particularly when dealing with our customers face to face.

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

You will also be required to travel to all locations across the Scotland bus network. Occasional travel to other areas within the Business Unit may also be required.

The Day to Day

• Undertake day to day management of a small team of revenue protection officers across the local business unit.
• 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.
• Undertake any additional duties as requested by the Revenue Protection Manager.
• Undertake your duties in a friendly, calm and professional manner.

We'd Love You to Bring

Essential:

• Excellent numerical skills.
• Excellent understanding of written and spoken English.
• Time management.
• Ability to work on own initiative.
• Experience in working within a small, effective team.
• Good knowledge of Microsoft Office and Android mobile apps.
• Proven experience of working in a customer facing environment.
• Ability to work in stressful situations maintaining a calm and professional approach.
• Flexible approach to working patterns.
• Excellent communication skills.

Desirable:

• Previous revenue protection experience.
• Previous supervisory experience.
• Knowledge of Scotland bus network.
• Ability to create and embed new ideas and take ownership for that action.
• Experience of writing and submitting reports.
• Experience in confrontation management.
• Ability to interpret data and understand fraud hotspots.

Benefits

• First Xclusives discount scheme: You and your family & friends can benefit from over 3,000 offers on high street & leisure brands.
• Free travel on our buses for you and your family.
• £6 all-day train travel for you and your family on Great Western Railway, South Western Railway, Avanti, Hull Trains.
• 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.

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.