This is a people orientated role within which you will be responsible for a dedicated team of Revenue Protection Inspectors who deliver the service to our customers.
You will be responsible for leading this group of people to deliver a consistent level of customer service as expected from a First Group Company. You will be a leader in making sure Avanti West Coast service promise and brand values are consistently delivered through its people and you will deliver high levels of customer service and revenue protection in line with the Customer Experience and Commercial strategy.
You will be responsible for the coaching and performance of your team including effective absence management and delivering customer satisfaction and revenue targets. You will be required to provide hands-on assistance where necessary. You will be required to lead and manage the implementation of the revenue protection strategy and implement any new initiatives that will support the commercial vison whilst protecting the company revenue. This will be achieved through the introduction of KPI’s that can be used to monitor individual performance, data analysis and management to ensure the team are deployed for maximum effectiveness, the expert in all RP activity across the business including manned & automatic ticket gatelines, UFN process, Penalty fares and fraud & prosecution.
Manage the relevant systems & processes to ensure effective management of operations and robust reporting. Manage an effective communication plan to ensure the wider business is aligned. Working in partnership with the CX colleagues to give all our Customers a safe, relaxing journey, dealing with them in a welcoming, friendly and professional way. Develop in collaboration with Sales & Marketing, regional operations teams and other stakeholders a consistent approach for customers on ticket purchase arrangements and a clear and consistent set of rules which are applied for individuals who travel without a ticket. Manage an effective and ongoing communications plan promoting and informing internal and external stakeholders on all elements of the Revenue Protection Strategy and delivery against the plan.
For more information please see the attached JD.
Please upload your CV as part of your application
At Avanti West Coast, we value the differences that make each of us outstanding! Avanti West Coast recognises the benefits of building a diverse workforce and employing people from diverse backgrounds, which includes their race, religion, age, gender, gender identity, disability and sexual orientation.
Everyone who joins Avanti West Coast becomes part of our close knit team. We’re committed to ensuring that Avanti West Coast is inclusive, a place where people are encouraged to be themselves, and not an edited version to fit in. A place where differences are encouraged, recognised, accepted and put to good use!