Revenue Protection Manager

Job purpose

To provide strong, leadership and direction of our Passenger Host team based at Brighton, delivering high standards, efficiency, and innovation whilst role modelling GTR's values and behaviours. Responsible for building and maintaining a culture where our safety and customer service priorities are at the heart of all decision making, and our colleagues are engaged and feel valued.

Working collaboratively with On Board and Stations colleagues to support the delivery of GTR's revenue protection strategy, ensuring excellent levels of customer service are delivered.

Key success criteria (Expected Outcomes)

• Delivery of our revenue protection plans, continually monitoring team performance against agreed performance measures and success criteria, taking local action where we are not meeting productivity targets.
• Foster a culture of ownership and empowerment for all Revenue Protection activities and teams, ensuring that all staff feel valued and possess the skills required to detect fraud, identify fare evasion, take proportional and appropriate action with those who evade the fare and keep our railway safe.
• A robust sustainable safety culture is introduced and developed which protects our customers and employees and significantly improves overall safety performance.

• Working in partnership with the wider CSD and the Commercial teams, support the delivery of the revenue protection tactical plans that underpin the agreed strategy to drive down revenue at risk.
• Ticketless travel objectives are met in line with DfT expectations.

•  A team ethos is developed and strives to improve colleague engagement measured by our people metrics.

Key results area (How those Expected Outcomes will be achieved)

• Lead and motivate the team to deliver their role to support GTR's revenue protection plans, continually monitoring team performance against agreed performance measures and success criteria, taking local action where we are not meeting productivity targets.
• Deliver a high profile management style, being visible, monitoring standards & building relationships.
• Work closely with Rail Enforcement team and other stakeholders to reduce instances of anti-social behaviour on trains
• Develop a strong working relationship with the station and operations team to positively influence customer satisfaction.
• Develop the Passenger Host team to ensure that all staff possesses the skills required and act professionally at all times.
• Combat ticketless travel in line with revenue protection strategy by providing maximum cover on trains and Stations whilst adhering to budgetary and company policy.
• Deploy Passenger Hosts during disruption to meet the needs of the customer ensuring that all company standards are met.
• Demonstrate financial controls in delivering the allocated budget timescales.
• Take the leadership role in introducing a safety culture that addresses the acceptance of risk and introduces personal accountability and ownership of safety related issues.
• Work with the Trade Union to develop a positive working relationship.

Full JD attached.