Uber Boat by Thames Clippers
Revenue Protection Officer (4 months)
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Revenue Protection Officer (4 months)
Senior Fleet & Enforcement Officer (Passenger Conduct & Fraud Prevention)
About the Role
Supporting Thames Clippers to ensure all passengers have purchased the correct ticket type for their journey, including detecting and managing fraudulent activity on vessels and at piers. Capture missed revenue, maintain records, and investigate fare evasion and fraud patterns to propose interventions.
Key Accountabilities
- Ensure passengers possess valid tickets, managing fare evasion and fraud effectively
- Collect missed revenue while maintaining accurate records for fare evasion tracking
- Analyse patterns in fare evasion and propose actionable solutions
- Assist Customer Services, Catering, and Internal Audit teams
- Maintain high standards of customer care while enforcing fare policies
Main Activities
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Fraud & Compliance
- Conduct thorough ticket inspections with exceptional customer service, managing unvalidated passengers
- Collect fares and issue penalty charge notices, interviewing suspects of fare evasion/fraud
- Follow up on fraudulent activity, enforcing the Pay Before You Travel (PBYT) policy
- Monitor fare evasion trends and propose solutions to reduce instances
- Handle severe/recurring fare evasion or illegal ticket activity, including illegal ticket production/sale
- Maintain records of evaders, collaborating with Customer Communications for follow-ups
Operational & Training Support
- Resolve anti-social behaviour and exclude passengers when necessary
- Perform maintenance on self-service kiosks at unmanned piers
- Train new employees on *fraud detection and fare enforcement
- Compile daily Summary Reports, update Discussion Logs, and provide handover updates
- Ensure collaboration between Customer Services and Thames Basin Works (TBW) for seamless operations
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Requirements
Key Skills
Essential
- Strong sense of honesty and integrity
- Excellent interpersonal skills with ability to handle all passengers.
- Confidence in questioning individuals suspected of offences, including challenging situations.
- Ability to remain calm under pressure
- Proficiency in Microsoft Word & Excel
- Clear communication & report-writing skills
- Prior experience in a face-to-face customer service role
- Attention to detail for accurate record-keeping
Desirable
- Completion of a data protection course
- SIA (Security Industry Authority) Licence
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