Revenue Control Officer

Please note:

Applying for this role means you have read and understood this advert and any associated links.

This recruitment campaign is to recruit permanent opportunities to a waiting list.

Please note: Due to the expected high response to these vacancies we reserve the right to close this campaign once we have a suitable pool of applicants, which could be prior to the published application closing date.

Salary: £38, 944.00 per annum

Contract type: LU

Closing date for Applications: Sunday 28th April 2024 @ 23:59.

Location: Across all London Underground Network

About you

We are looking for friendly, reliable, helpful people and a genuine passion for delivering outstanding customer service. The role requires confident people who can quickly take in information about customer travel documents and ensure customers are travelling with a valid ticket.

You will be the sort of person who welcomes a challenge, shows strong resilience, and someone who can keep calm when those around you are not. You will be confident, firm, assertive, empathetic and polite when dealing with difficult individuals, proactive and not afraid to get involved to support our staff and customers when situations have the potential to escalate.

Not only will you enjoy a highly competitive salary and benefits package – you will also be part of a team committed to exceptional service delivery.

The Role

These exciting new opportunities will help deliver a world class service to all London Underground customers, minimise revenue loss to the business through the checking of customer's travel documents and the provision of a visible deterrence against fare evasion, and to carry out operational and other activities as directed.

As a Revenue Control Officer, you will be deployed across London Underground, supporting and providing reassurance to our customers and colleagues. You will provide additional highly visible support to the existing Revenue Control Team to reduce fare evasion.

You can be deployed to anywhere on the London Underground network, and will work on a shift basis.

You will be required to work across the London Underground network, which will include Central London, and will work on a shift basis.

Key Accountabilities

• Providing a world class customer service whilst checking the validity of customers’ travel documents, and detection of irregularities as a means of minimising revenue losses on London Underground.
• Issuing penalty fares, taking appropriate action for ticketing irregularities, and anti-social or inconsiderate behaviour
• Participating in joint operations with the wider Revenue Control team, the British Transport Police and other stakeholders to minimise fare evasion.
• Promoting a safe working culture through collaborative working to minimise risks associated to customer and staff safety through the following of safety procedures.

Attributes required:

• Ability to interact with a broad range of people both within the organisation and externally through the use of excellent inter-personal communication and inter-personal skills
• Highly driven individual with strong organisational skills with the ability to adapt to a constantly changing operational environment.
• Competent problem-solver with the ability to provide real time solutions and a keen eye for attention to detail.
• Ability to interpret information from a number of different sources to inform a rapid, rational decisions, whilst taking into consideration their short- and long-term consequences
• Ability to adapt to business changes and developments in technology (e.g. legislation, policies and procedures)
• Ability to demonstrate resilience and provide support for colleagues when faced with difficult or demanding situations

To be eligible for this vacancy, you will need to:

• Have successfully completed a medical screening assessment
• Be prepared to complete a full-time training course
• Be prepared to work anywhere on the London Underground network as part of your shifts
• Be aged 18 or over by the published closing date on the application form
• Be prepared to work a variety of shifts patterns
• Be prepared to deal with customers with ticketing issues and have high levels of alertness and vigilance

Application Process

The process currently consists of 3 stages including attending 1 Assessment Centre. You will need to pass each stage to progress to the next:

Stage 1: Online Application Form

As part of the application process, you will be asked a number of screening questions. Please take care when answering these questions, as submitting an incorrect answer will result in your application being declined.

Stage 2: Online Tests

You will be sent a link to two online tests. The tests will be sent out via panpowered.com. You will have 7 calendar days (168 hours) in which to complete from the date and time it was sent. If you have not received the email within 48 hours of applying, please check your junk/spam emails. If you are unable to locate your invite, please contact the Recruitment Team on the contact details provided at the bottom.

No extensions will be granted, therefore If you are unable to complete your test within the 7 days, we would advise you to refrain from submitting your application at this time. If you do not complete the tests within 7 days of receiving the email, you will be automatically removed from the process.

Please note: If you require any reasonable adjustments to be made in order to assist you, then you will need to advise us before you begin the test. Requests for reasonable adjustments cannot be made after the test has been started.

Please note, this is a timed test. You must complete this test alone, we will be investigating any allegations that suggest otherwise and this may result in disqualification.

Stage 3: Assessment Centre 1: Interactive Exercise

Stage 4: Assessment Centre 2: Scenario Based Interview

Outcome notification will be provided within 14 days from the date of the last event via email, unless advised otherwise. We will keep you informed at your assessment event when this is likely to be.

Attending an Assessment Event

• You will receive an email request inviting you to book into an assessment event.
• You will receive confirmation of your booking together with any relevant information required for your assessment at the time of booking.

Please ensure:

• You have an active email address where correspondence, invitations to assessment events and practice material can be sent
• All your contact details including phone numbers, address and email are updated and current on your application

Campaign Timetable

Successful applicants will be in position from Summer 2024. Assessments are likely to take place between May – July 2024.

Candidate Charter

Reasonable Adjustment Process

Notice of Cancellation

We require you to give a minimum of 48 hours' notice of cancellation or re-schedule. Non-attendance at your Assessment Event may lead to your application being withdrawn.

Please note: Your assessment may be rescheduled once only and reschedules will only be granted if there are assessment slots available, so please make sure you check you can make an appointment before booking. Subsequent cancellation may lead to your application being withdrawn. If you do not follow the process outlined in the Candidate Charter you risk being withdrawn from the campaign.

Outcome notification will be provided 10 to 14 days from the date of the last event. We will keep you informed at your assessment event when this is likely to be.

Appointment to Post

Candidates must also successfully pass medical screening and a drug & alcohol test. Candidates who do not pass the medical screening will have their offer of employment withdrawn.

Although you may be successful and offered the role – you may not commence employment in the role or start training immediately. There may be a requirement to delay your start date until you are required.

Location

You could be based anywhere in the Greater London area, depending on business requirements.

Contacting Us

If at any time you need to speak to anyone within the Recruitment Team, then please contact us on 0203 005 1680 (local rate charges from all phones including mobiles) or email HighVolumeCampaigns@tfl.gov.uk

Benefits

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the business area but mostly include:

• Final salary pension scheme
• Free travel for you on the TfL network
• A 75% discount on National Rail Season Ticket and interest free loan
• 29 days annual leave plus public and bank holidays
• TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
• Private healthcare discounted scheme (optional)
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel

Further Information

We will not consider sponsoring a visa or issuing a Certificate of Sponsorship for this role. We are unable to offer advice on any Visa and Immigration cases.

Equality, diversity and inclusion

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria.