Role type: Full- time, permanent

Location: Milton Keynes Central 

About Us

As part of the Transport UK Group, West Midlands Trains delivers around 1,300 train journeys a day, for more than 60 million passengers a year, across our two brands - West Midlands Railway and London Northwestern Railway.

We are committed to delivering a safe and reliable train service, by investing in our fleet of trains, stations and employees. As part of this investment we are looking to recruit a Fleet and Timetable Projects Specialist on a full time, permanent basis, based in Birmingham.

Job Purpose

Plan and undertake a range of intelligence-led revenue protection, security and customer service responsibilities across the West Midlands Trains network in order to achieve the company objectives for minimising ticketless travel and improving customer satisfaction measures.

 
What does the job involve? 

• Minimise ticketless travel, promote the purchase of tickets before travel, and gather additional revenues by travelling throughout the West Midlands Trains network, checking tickets and intervening when examples of ticketless travel are identified.
• Identify where and when ticketless travel is happening on the network by gathering and analysing information from personal observation, reviewing ticketless travel surveys and talking to passengers and colleagues.
• Investigate instances of fraudulent travel based on information received, and take appropriate action to minimise loss of revenue and reduce the risk of further fraudulent behaviour.
• Work with colleagues to develop and implement a plan that responds to the intelligence that is coming in about ticketless travel, including where and when to focus resources and the most appropriate forms of deployment.
• In collaboration with colleagues and in line with any agreed plans, minimise revenue losses from ticketless travel by undertaking specific revenue protection initiatives, including deployment to particular routes, blockades and following up persistent examples of fare evasion.
• When required, provide a revenue protection or customer service presence and/or manage others including third party agencies and contractors at special events such as football matches and music concerts by supplementing normal barrier ticket checks and providing additional presence at key points in the station.
• In conjunction with other colleagues and external agencies, respond to examples of anti social behaviour to prevent the behaviour from continuing while at all times working according to the relevant safety guidelines. When appropriate, report the behaviour to the British Transport Police.
• Play a key role in the management and delivery of multi agency activities to reduce fare evasion, improve safety and security and improve levels of customer service provided. Other agencies will include the British Transport Police, safer travel teams and security contractors.
• Undertake on call duties as per the company on call process and procedures.

Please see the attached job description for full responsibilities list. (use this line if a list is long)

What skills and experience do I need to do the job?  

• Confident in analysis of information/reports
• Strong planning skills
• The ability to investigate ticketless travel causes and the source of fraudulent travel
• IT literacy to include proficient use of Microsoft Word, Excel, Outlook and similar applications
• Professionalism and excellent customer service skills
• Able to work independently without direct supervision
• Excellent time management and personal administration
• Numeracy and literacy skills at A Level standard or equivalent
• Understanding of West Midlands Trains operations, ticketing, relevant legislation and geography covered
• Prepared to work unsociable hours – weekends and evenings

What are the salary and benefits?

• £38,679 per annum
• Free travel on all our trains and those of other train companies within our parent group company - for you, your partner and any dependent children
• 75% off all other train company travel tickets
• Discounted international train tickets
• Generous pension scheme
• Annual cycle to work scheme
• Discount, savings and cashback scheme from top retailers
• Health and wellbeing schemes and discounts
• Career development opportunities

Due to the volume of applications, we receive, the advert may close earlier than the published closing date. Please submit your application as soon as possible to avoid missing out. 

As an inclusive employer, we welcome applications from all backgrounds and ensure no-one receives less favourable treatment on the grounds of age, disability, gender, race/ethnicity, religion, belief and sexual orientation.

Applications will be considered from colleagues with 6 months experience, after completion of their probationary period and a full check of absence and disciplinary records.