Role Purpose
Work in collaboration with the Revenue Protection Strategy Manager and Lead On-Train Service Manager in delivering the overarching Revenue Protection Strategy for the business
To lead, manage and be accountable for all Customer Service Inspector (CSI) resource for the relevant depot
Support with managing industrial relations within the grade
Responsible for minimising the risk of revenue loss and ticketless travel by effectively creating and implementing the revenue strategy
Deliver revenue protection exercises in line with the revenue strategy
Responsible for managing attendance and investigating incidents for the CSI team in line with company processes
Responsible for managing performance of the CSI team including ticket scanning and customer service metrics
This role supports local delivery in relation to revenue protection for special events and engineering blockades across the network
Key Accountabilities
Working with the Revenue Protection Strategy Manager and Lead On-Train Service Manager to implement the revenue protection strategy to minimise revenue loss and ticketless travel, whilst delivering exceptional customer service
Overall accountability for the CSI team at the relevant depot to maximise performance, ensuring all staff conform to their Handbook of Conditions
Lead and inspire the CSI team to deliver exceptional customer service and achieve relevant KPI’s
Carry out the provisions of the disciplinary procedures, welfare & sickness arrangements and health and safety at work regulations as delegated
Liaise with Area Managers and core business functions to ensure all customer service and revenue interfaces are managed effectively
Responsible for analysing revenue information to target resources and plan revenue exercises based on intelligence
Be the point of contact for all contractual requirements for the revenue protection devices and associating systems at the relevant depot, acting as the SME for overall application
Support delivery of the ticketless travel surveys and associating reports post surveys
Analysis and reporting of revenue loss, including the timely provision, with appropriate trending information and narrative, on a weekly basis
Work in collaboration with the Special Events Manager, BTP, and other train operators and local councils to ensure that the appropriate provision in terms of queuing arrangements, revenue protection and staffing provision is made for each event
Seeking, reviewing, sharing and implementing good practice from other train operators, RSSB, Network Rail and BTP etc.
Represent Chiltern Railways at key external meetings with ATOC, ORR, BTP and the DFT as required
Manage the Revenue Protection budget efficiently. Ensuring effective management of cost budgets to prevent overspend through implementing appropriate processes and procedures and through a regular review of trends
To ensure that all management information requests are completed fully and in a timely manner
To provide out of hours on call coverage as directed
Work as directed by the Lead On-Train Service Manager
Person Specification
Experience of working as an Operations professional within rail or similar operationally complex industry
Experience of inspiring, developing and managing operational teams
Strong interpersonal, communications, and influencing skills
Ability to establish rapport and credibility at all levels within the organisation
Proactive and flexible
Pragmatic in approach
Strong numerical, data interpretation, and report writing skills
Strong problem solving skills
Strong self-motivation and ability to prioritise their own work programme in order to meet key objectives
Ability to think creatively
Revenue Protection knowledge and experience
Computer literacy including spreadsheets and word processing
High levels of customer experience
Work in a safety critical railway environment, and a developed understanding of the industry
Financial and budgetary management, and support contract negotiation
Experience of managing projects/ events
Experience of crowd management for large scale events
Knowledge of National Rail Conditions of Travel