/ Prepared by:
Date: / Nov 14
Version / 2
Role Profile
Post Job Title: Revenue Inspector / Reports To Job Title: Revenue Protection Manager
Job Family: Operations / Location: Mobile across the West Midlands based at Miller Street, Aston
1. / Purpose of the Job
1.1 / Responsible for revenue protection on the bus network.
2. / Key Accountabilities
2.1 / Accurately input large amounts of detailed numerical and alphabetical information onto the screen of a personal PDA machine using a stylus.
2.2 / Keep up to date and react to changes and developments in commercial and fares ticketing arrangements and equipment.
2.3 / Ensure all matters are handled tactfully and with sensitivity as appropriate, promoting harmony in all dealings with people, whether they are customers, work colleagues, managers or other parties.
2.4 / Monitor and take corrective actions to drivers by ensuring timetable adherence, correct uniform is worn at all times, reporting less than satisfactory driving standards, establish potential insurance risks and be able to react to emergency situations at any given time.
2.5 / To exhaust all avenues when verifying details, such as drivers licence or other personal effects that may be carried as well as the AFD database held on PDAs and centrally at Miller Street. Ensuring all personal effects are returned however travel documents that remain the property of National Express West Midlands and may be retained.
2.6 / Be professional, fair and objective in the conduct of their duties. They must not let personal views about ethnicity, gender, religion, political beliefs or sexual orientation of the customer play any part whatsoever in the consideration of any other matter, nor must they be affected by improper or undue influence, including aggression or confrontation towards a customer.
2.7 / Be assertive, self motivated and have pride in the role, always maintaining control, even in situations of provocation, able to read body language in the interest of health and safety, knowing when to back away allowing someone to walk.
2.8 / Engage in routine revenue protection duties and attend potential or actual incidents to stop or minimise loss, theft, vandalism to Company property, or assault to Company employees.
2.9 / Ensure good customer care is delivered and be fully aware of quality standards. Ensure the delivery of a quality product to the customer. Promote a positive Company and self-image when communicating with customers and wear full uniform issued and the wear/use any ancillary items as directed.
2.10 / Demonstrate and recognise that the Inspectors role is a key level of management and that working hours, flexibility and general attitude should reflect this. To obtain details at RTA locations (i.e. obtaining witness details/photos).
2.11 / To do anything that will reasonably assist our existing customers and to promote the Company to potential customers, within Company policy.
2.12 / Any other duties and responsibilities as required which are reasonably comparable in accordance with the conditions appertaining to the post and to meet operational requirements.
3. / Experience, Knowledge & Qualifications Required
3.1 / Excellent knowledge of the routes run from Miller Street.
3.2 / Excellent knowledge of route fares.
3.3 / Excellent attention to detail and numeracy skills.
3.4 / Excellent interpersonal and communication skills.
3.5 / A PCV Licence would be advantageous.
3.6 / Level 2 Certificate – Customer Service.
3.7 / Conflict Management trained would be preferable.
4. / Health & Safety Responsibility
4.1 / To comply with health and safety instructions and directives issued by management.
4.2 / To use the appropriate safety equipment properly.
4.3 / To wear Personal Protective Equipment where applicable and report any loss.
4.4 / To refrain from the wilful misuse or interference with anything provided in the interests of health, safety and welfare.
4.5 / To refrain from any action that might endanger themselves, other employees, customers or members of the public.
4.6 / To ensure that all necessary safety precautions are taken and, if they are in a management or supervisory position ensure that instructions are provided.
4.7 / To report immediately any accidents, incidents or near misses to your line manager as soon as possible and always within 24 hours. This should include both personal injury and vehicle damage.
4.8 / To attend and cooperate in any investigation following an incident as required.
4.9 / To cooperate with your employer in attending and actively participating in any health and safety related training courses as required.
4.10 / To report immediately any hazard, faulty equipment or health and safety concern to your line manager and ensure action is taken to make the hazard safe i.e. fencing them off, using signs etc.
4.11 / To be aware of your personal security and the security of your vehicle or place of work.
5. / Safety Critical
5.1 / To comply with all company policies including the Safety and Environmental Policy Statements and Drugs and Alcohol Policy.
5.2 / To report all accidents, unsafe acts and conditions to my line manager.
5.3 / To be aware of the fire and emergency arrangements for my location and each location visited.
5.4 / To set an example by carrying out my duties in a safe manner and ensuring that I do not put myself or others at risk.
6. / Authority
Authorised By:
Functional Director:
Date:
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Post Holder’s Name:
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