Customer Service & Revenue Officer (CSRO)

About the role

Ensure that Company policies and procedures and legislative obligations are strictly adhered to with particular focus on security and safety related issues. Ensure ticket inspection checks are carried out on bus services and the Penalty Fee Regime is enforced. Assist in Service Control related duties Assist in cash-handling duties Be on the alert for anti-social behaviour and activities that may pose a risk to the security and safety of, employees, visitors and members of the public. Participate in emergency evacuation and security exercises and responses. Provide a high standard of customer service at all times. Assist with management of vehicular and passenger traffic flows within Bus Interchanges. Provide direction to passengers and assist with resource deployment during provision of Bus Bridging. Respond to emergency situations in accordance with the Security Plan and procedures; PRINCIPAL RESPONSIBILITIES AND AUTHORITIES: Ensuring that Company policies and procedures are strictly followed; Comply with all safety requirements in line with Company policy; Ensure the health, safety, security, environmental and fire safety policies and procedures are strictly adhered to; Report all accidents and incidents using the Company's reporting procedures; Attend to Service Control related duties, which may also include rendering assistance to our Depot and Interchange Supervisors. Be on the alert for any instances of anti-social behaviour and activities that may pose a risk to the security and safety of employees, visitors and members of the public; Provide a high standard of customer service at all times; Responsible for communicating with customers and offering help, advice and guidance as applicable; Responsible for responding to any customer enquiries which may include complaints, take responsibility for dealing with and resolving the complaint; Act in a friendly and professional manner to employees, customers and members of the public; Responsible for the enforcement of the Penalty Fee Regime in accordance with the Public Transport Council Act; Perform ticket inspection checks and impose penalty fees where required; Provide reports detailing fare evasion rates on Tower Transit operated bus services; Attend and manage incident scenes as required to provide support and assistance to passengers, staff and other road users in liaison with the relevant authorities and agencies; Maintain a high level of integrity when processing cash handling on behalf of the Company; Provide traffic control where necessary at interchanges and incident scenes; Assist with management of vehicle lots and traffic flows at Bus Interchanges and depots; Management of passenger flows within Bus Interchanges including crowd control where necessary; Provide direction to passengers and assist with resource deployment during provision of Bus Bridging. Respond to emergency situations in accordance with the Security Plan and procedures; Assist in reducing anti-social behaviour at Company controlled sites, and Participate in Emergency Drills and Evacuation exercises as required. Provide assistance, advice and guidance to Bus Captains on traffic and on-board incidents, fare disputes and matters relevant to bus operations; Assist with diversion of affected bus services for incidents and planned events SKILLS, EXPERIENCE, CONDITIONS SPECIFICATION: Be able to demonstrate a good track record of customer service, demonstrating compassion and empathy for persons with disabilities; Senior first aid certificate; Detailed knowledge of security procedures and protocols; Excellent communication skills and the ability to effectively communicate with visitors and employees whose first language is not English; Be well presented and be seen as an ambassador for the Company; Successfully completed the Company's Customer Service Officer and Transport Security Officer Training Programme. Be of good character to pass screening by the security agency on behalf of the Public Transport Council Have the aptitude to undertake the training for appointment to the role of Public Transport Official (PTO); Have well developed communication skills and are also trained in conflict resolution Holds a valid 2B license, as he/she will need to ride company bike.

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