Purpose of the Role
Minimise the loss of revenue due to fraud and ticketless travel.
Proactively carry out revenue protection checks on trains and at stations.
Ensure a good and consistent level of customer service.
Ensure the railway byelaws are adhered to by both railway employees and passengers, specifically focusing on ticket fraud.
Act as an authorised collector within the scope of the railway penalty fares regulations 1994.
Work within PACE regulations when dealing with passengers.
Carry out administration and report writing as directed.
Adhere to all policies that are relevant to the c2c Revenue Protection Department.
Ensure compliance with the Department for Transport (DfT) regarding the services offered by c2c Revenue Protection staff.
Adhere to the Penalty Fares Regulations 1994 and Penalty Fare Rules, May 2002 at all times when issuing Penalty Fare Notices.
Adhere to the Police And Criminal Evidence Act (PACE) 1984, and any updates, when investigating fraudulent travel and writing the relevant reports.
You are responsible to the Senior Revenue Protection Managers and Team Leaders at all times.
Attend all operational, team or strategy briefings and adhere to all safety requirements where directed.
You will be required to carry out special duties during adverse weather conditions.
You will attend Court as and when required by c2c and or the Police.
Work as part of a team, communicating work related issues and assisting the other team members with problems.
When working at stations, ensure that the immediate area is safe, clean and presentable. Any anomalies or issues should be reported to the relevant department.
Conduct Revenue Protection duties as part of special exercises on other Train Operating
Companies as specified by the Senior Revenue Protection Managers following suitable briefings.
Conduct joint operations with other Train Operating Companies staff, agency staff or the BTP.
The rostered shifts or deployments must be worked unless the Team Leader or relevant Manager requests alternative duties to be conducted. Short notice alterations within working time limits may be necessary based on the times of identified fraudulent travel.
During service disruption Revenue Protection Officer duties should be curtailed and Customer Care duties should be carried out at stations specified by Team Leaders, Retail Support or Managers. This may include supervision of rail replacement buses.
Automatic ticket gate operation
When required will assist with accurate retailing of local products to assist booking offices by using a mobile ticketing device
Ensure that the hours of work specified on the agreed rosters and any amendment notices are completed.
To use relevant databases to aid in identifying and investigating possible fraudulent activity.
To take an investigative approach to revenue protection duties, heavily relying on your own initiative to identify and follow possible fraudulent passengers.
Previous experience of customer service either within the railway industry or externally is an advantage, however a requirement to learn and improve is essential.
Knowledge of ticket and identification types.
Knowledge of procedures relating to revenue protection.
Knowledge of the c2c network including its geography.
Knowledge of Customer Information Systems for customer service.
Good degree of computer literacy, including using spreadsheets and databases.
Appropriately assessed standard of written and spoken English.
Knowledge of the National Rail Conditions of Travel and Railway Byelaws.
c2c is the award-winning train operator running services between Fenchurch Street and Shoeburyness, serving 26 stations in East London and South Essex and is one of the UK’s most punctual and popular train operators.
