Rail Revenue Protection & Customer Care Officer

Carlisle Support Services; Leeds; On-site; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Health and Wellbeing Plans – including

Flexible financial support

Vouchers, discounts and rewards

Full induction and structured career

Quality kit and uniform

SIA top-up training

Employee Assistance Program

Refer a Friend £100

Long service recognition

Job summary

Carlisle Support Services, in partnership with Northern Trains, is seeking a Revenue Enforcement Officer in Leeds. You will be the friendly first point of contact, guiding customers and enforcing travel rules with professionalism. Training and ongoing development are provided.

This role focuses on safeguarding revenue, managing entry gates, and supporting passengers with a proactive, helpful presence in a busy rail environment. A strong team ethos and reliability are essential.

Qualifications

• Friendly, approachable, and professional in all interactions.
• Experienced in customer-facing roles or interested in building those skills.
• Punctual, dependable, flexible, and assured.
• Confident in using various devices and systems (training provided).
• High level of honesty and integrity.
• Good standard of literacy and numeracy.

Responsibilities

• Offering guidance, information, and a friendly face as a first point of contact for customers.
• Issuing of penalty fares to those travelling without the correct method of travel
• Manage and control electronic ticket gates on the Station (Training provided)
• Help passengers who require extra support, guidance or advice
• Being a smart, approachable, and proactive presence as a company representative.
• Managing and responding to incidents effectively while remaining calm under pressure.
• Building strong relationships as part of a supportive and professional team.
• Attend court where required to support the prosecution of those who face it due to travelling without correct payment for the journey
• Ensure the ratio of gates is managed to keep the gates fully operational at all times, including changing the gate line flows at peak times
• Assist customers who encounter difficulties using the gates, using discretion when needed
• Work as directed by the Station Supervisor or Station Manager

Skills

Customer service

Communication

Punctuality

Team player

Adaptable

Job description

Carlisle Support Services, in partnership with Northern Trains, is seeking a Revenue Enforcement Officer in Leeds. You will be the friendly first point of contact, guiding customers and enforcing travel rules with professionalism. Training and ongoing development are provided.

This role focuses on safeguarding revenue, managing entry gates, and supporting passengers with a proactive, helpful presence in a busy rail environment. A strong team ethos and reliability are essential.