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Edinburgh Trams has an exciting opportunity for a Revenue Protection supervisor to join their team. Working with a small team you will be responsible for the leadership and management of Ticketing Services Assistants whilst maximising revenue through a number of channels. Reporting to the Revenue Protection Manager and working closely with other departments in the business, building strong and trusted relationships will be very important. You will also be heavily contributing to the development of our people to continuously improve our service.
Job Responsibility:
Co-ordinate deployment of TSA resources in co-operation with the Controllers/Duty Managers
Monitor service standards and address non-compliance where appropriate within the TSA team
Co-ordinate and carry out Tramway Discussions, Return to Work and feedback sessions
Co-ordinate and carry out TSA assessments in line with the Competency Management System
Deliver customer & mystery shopper feedback
Create and deliver briefing sessions and Spotlights
Contribute to the development of policies, procedures and working practices
Support Customer Relations resource as and when required
Support during Events in various capacities
Requirements:
Experience of working with customers on a face to face basis, providing excellent customer service
Robust interpersonal skills (e.g. understanding, independence and fairness while focusing on business needs and establishing professional boundaries)
Ability to maintain effective working relationships with others ensuring team working
Motivation to lead and act as mentor/coach fostering professional and effective working relationships
Motivation to comply with and adhere to rules and procedures and lead others to do the same