Revenue and Events Manager

Role: Revenue and Events Manager
Location: Bletchley
Contract Type: Permanent
Salary: £52,269.92 per annum


Role Purpose

- Work in collaboration with the Revenue Protection Strategy Manager and Lead On-Train Service Manager in delivering the overarching Revenue Protection Strategy for the business
- To lead, manage and be accountable for all Customer Service Inspector (CSI) resource for the relevant depot  
- Support with managing industrial relations within the grade
- Responsible for minimising the risk of revenue loss and ticketless travel by effectively creating and implementing the revenue strategy
- Deliver revenue protection exercises in line with the revenue strategy
- Responsible for managing attendance and investigating incidents for the CSI team in line with company processes 
- Responsible for managing performance of the CSI team including ticket scanning and customer service metrics 
- This role supports local delivery in relation to revenue protection for special events and engineering blockades across the network 

Key Accountabilities

- Working with the Revenue Protection Strategy Manager and Lead On-Train Service Manager to implement the revenue protection strategy to minimise revenue loss and ticketless travel, whilst delivering exceptional customer service
- Overall accountability for the CSI team at the relevant depot to maximise performance, ensuring all staff conform to their Handbook of Conditions 
- Lead and inspire the CSI team to deliver exceptional customer service and achieve relevant KPI’s 
- Carry out the provisions of the disciplinary procedures, welfare & sickness arrangements and health and safety at work regulations as delegated
- Liaise with Area Managers and core business functions to ensure all customer service and revenue interfaces are managed effectively 
- Responsible for analysing revenue information to target resources and plan revenue exercises based on intelligence
- Be the point of contact for all contractual requirements for the revenue protection devices and associating systems at the relevant depot, acting as the SME for overall application
- Support delivery of the ticketless travel surveys and associating reports post surveys
- Analysis and reporting of revenue loss, including the timely provision, with appropriate trending information and narrative, on a weekly basis
- Work in collaboration with the Special Events Manager, BTP, and other train operators and local councils to ensure that the appropriate provision in terms of queuing arrangements, revenue protection and staffing provision is made for each event
- Seeking, reviewing, sharing and implementing good practice from other train operators, RSSB, Network Rail and BTP etc. 
- Represent Chiltern Railways at key external meetings with ATOC, ORR, BTP and the DFT as required
- Manage the Revenue Protection budget efficiently. Ensuring effective management of cost budgets to prevent overspend through implementing appropriate processes and procedures and through a regular review of trends
- To ensure that all management information requests are completed fully and in a timely manner
- To provide out of hours on call coverage as directed
- Work as directed by the Lead On-Train Service Manager  

Person Specification

- Experience of working as an Operations professional within rail or similar operationally complex industry
- Experience of inspiring, developing and managing operational teams  
- Strong interpersonal, communications, and influencing skills 
- Ability to establish rapport and credibility at all levels within the organisation 
- Proactive and flexible
- Pragmatic in approach
- Strong numerical, data interpretation, and report writing skills  
- Strong problem solving skills 
- Strong self-motivation and ability to prioritise their own work programme in order to meet key objectives
- Ability to think creatively 
- Revenue Protection knowledge and experience 
- Computer literacy including spreadsheets and word processing 
- High levels of customer experience  
- Work in a safety critical railway environment, and a developed understanding of the industry 
- Financial and budgetary management, and support contract negotiation 
- Experience of managing projects/ events 
- Experience of crowd management for large scale events 
- Knowledge of National Rail Conditions of Travel