Closing Date for Applications

20 September 2024 

Salary Range

£26,525 – £33,839

To have responsibility for processing any travel irregularities TOCs report to RST, as well as providing TOCs with reports on suspicious smartcard use for investigation. Role involves reviewing reports from TOCs and highlighting any additional information that may be needed to process the travel irregularity.

Ensure travel irregularities received from TOCs are logged on RST’s Phoenix database accurately and in a timely manner.
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Deal with queries from companies, mainly TOCs, about travel irregularities.
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Make Scheme Compliance Manager aware of any possible issues identified.
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Deputise for Renewals and Fraud co-ordinator when required.
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Log and process requests for data received under the GDPR. This means ensuring that the request adheres to the GDPR principles.
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Liaise with RDG’s compliance team as needed for advice on dealing with complex GDPR requests
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Auditing facilities issued to ensure that employees and their family members only have one set of rail staff travel facilities.
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Support Scheme Compliance Manager on process improvement.
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Generate reports on the volume and types of travel irregularities on a monthly basis.
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Maintain and organise the travel irregularity folders on SharePoint to ensure that reports, etc are removed once no longer required.
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Ensure good working relations with TOC fraud stakeholders, ensuring regular meetings with them.
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Accountable for prompting TOCs when Travel Irregularities are not processed within agreed SLAs.
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During busy time prior to a renewal, assist the CSO’s in processing applications and request for travel, as determined by Scheme Compliance Manager.
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Any other tasks reasonably requested by Scheme Compliance Manager that may be required.

Accountability
The role involves the responsibility for processing all travel irregularities that are received by RST. The post holder will normally be managing their own workload based on the work that is incoming, with guidance from the Scheme Compliance Manager. The post holder will work within well-established processes and procedures, ensuring any improvements to process are identified and remedied. The post holder will be the main interface between TOCs who report travel irregularities and the companies who employ the people (or their family members) who have committed the travel irregularities.
 

Problem solving
The role involves dealing with a wide range of travel irregularities identified by TOCs and the RST Systems team. While several of these are standardised as they happen so often, there are others for which the post holder needs to apply their knowledge, experience, and attention to detail in order to review reports and look for any discrepancies. When dealing with particularly unusual or complex queries, the post holder is expected to put forward recommendations for solutions but to refer these to the Fraud and renewals co-ordinator or Scheme Compliance Manager before implementation.

Dimensions
The post holder does not have any budgetary or employee management responsibility. However the post is key for assisting TOCs with the information needed to recoup lost revenue from mis-used rail staff travel cards/passes.

Key Relationships
Internal
• Renewals and Fraud co-ordinator and Scheme Compliance Manager
• Customer Service officers who may receive calls/emails about travel irregularities
External
• TOC Fraud contacts
• Employers of rail staff

Requirements

Excellent customer service attitude

Experience of dealing with customers in a friendly but assertive way

General office administration skills and experience of clerical work

Excellent knowledge of Microsoft Office products

Excellent written and verbal communication skills

Fast, accurate typing in all packages

Accurate data entry

Ability to work accurately with attention to detail

Adaptability to new procedures and ability to embrace change

Experience on RST’s Phoenix database (training will be given)

Knowledge of RST Travel Facility Rules (training will be given)

Benefits

• 30 days annual leave
• 75% reduction on UK rail travel (for work and leisure) - more below
• Reduced international rail travel
• Interest free season ticket loan
• Contributory defined benefit pension scheme
• Give As You Earn scheme
• Subsidised private medical care
• Healthcare cash plan scheme
• Employee Assistance Programme scheme
• Flexible working
• 30 weeks full pay for maternity, adoption and shared parental leave (subject to eligibility)
• Personal Development Days
• Employees may sell up to a maximum of five days’ leave.  Employees can buy up to a maximum of five days’ leave. These figures will be pro rata for part-time employees