Senior Recovery & Resolution Officer - FTC

Senior Recovery & Resolution Officer - 12 Month FTC

Job Title:
Senior Recovery & Resolution Officer

BUSINESS FUNCTION:
Customer & Commercial - DRPU ( Debt Recovery Prosecutions Unit)

Grade: CS4

LOCATION:
Bradford Interchange - Must be willing to travel the network when needed

HOURS:
Full Time - 12 month FTC

We’re looking for aSenior Recovery & Resolution Officerto join our Commercial & Customer team. This is a key rolefor someone who can confidently manage complex cases, make sound decisions and provide expert support to colleagues across the Recovery & Resolution function.

You’ll play an important part in ensuring cases, appeals and investigations are handled fairly, consistently, accurately and in linewith legislation and company procedures.

As a Senior Recovery & Resolution Officer, you’ll take ownership of complex and escalated cases, using your knowledge, judgement and investigative skills to reach well-reasoned outcomes.

• Managing and responding tocomplex appeals and escalated cases, making autonomous decisions within agreed processes and guidelines
• Supporting Recovery & Resolution Officers with complex cases, sharing your knowledge and helping colleagues develop their confidence and capability
• Assessing appealed notices and reports and ensuring cases are progressed accurately and within required timescales
• Supporting investigations where offences may have been committed, ensuring appropriate evidence is gathered, recorded and maintained
• Actingas a key point of contact with British Transport Police (BTP) and relevant operational teams where required
• Supporting the administration of warnings and Withdrawal of Implied Permission notices
• Helpingto ensure policies, procedures and customer communications remain accurate,current and legally compliant
• Supporting data audits and producing clear, meaningful information for stakeholders,including information required for FOI and SAR responses
• Working closely with the Customer Experience Centre to ensure complaints are handled consistently and effectively
• Actingas a final point of contact for Transport Focusandappropriate staff complaints
• Monitoring complaints and identifying opportunities for learning, improvement and development
• Providing oversight of the team's debt recovery IT systems, identifying and resolving issues where possible and escalating faults when required
• Supporting the wider team and maintaining continuity of service during the Manager’sabsence
• Championinga collaborative culture by sharing knowledge, promoting consistent ways ofworking and identifying opportunities for continuous improvement

We’re looking for someone who combinesstronginvestigative and analytical skills with excellent judgement and communication.

• Experience working with complex cases, investigations, appeals or complaints
• Astrong understanding of the Railway Byelaws, Regulation of Railways Act and relevant ticketing and travel regulations
• Awareness of the Fraud Actand legislation relating to debt recovery and travel irregularity
• Excellent written and verbal communication skills, with the ability to explain decisions clearly and professionally
• Strong decision-making skills, with the ability to assess information objectively and reach evidence-based conclusions
• Exceptionalattention to detail and accurate data-handling skills
• Excellent organisational skills and the ability to manage competing priorities and deadlines
• StrongIT skills, including confidence using
  
  Microsoft Office packagesandcase management systems
• Experience handling complaints and managing challenging or potentially contentious situations
• The ability to remain calm, resilient and professional under pressure
• Experience supporting, coaching or mentoring colleagues and sharing knowledge acrossa team