Retail Support Officer - 24 Month Fixed Term Contract

South Eastern Railway; Greater London; Sur place; GBP 36 000 - 44 000; Plein temps

Avantages offerts par ce poste

Final salary pension

24 days annual leave

Résumé du poste

South Eastern Railway is seeking a Retail Support Officer on a 24-month fixed term contract to safeguard online and station retail revenue. Based at London Head Office with an additional Gravesend office, you’ll monitor websites, manage incidents, and work with suppliers to restore service.

Join a small in-house team, on a Monday–Friday schedule including one in four weeks of on-call, ensuring accurate data, fraud prevention, and timely reporting.

Qualifications

• This role requires incident management experience and the ability to drive issues to resolution.
• Experience with fraud, chargebacks, or payment-related problems is desirable.
• Knowledge of ticketing or smartcard/ticket-office systems is advantageous.

Responsabilités

• Monitor and manage website and app incidents and reports daily.
• Lead major incident response from alert to closure with suppliers.
• Coordinate root-cause analysis and implement permanent fixes.
• Handle fraud rules and monitor payments to stop suspicious activity.
• Oversee chargebacks, disputes, and monthly performance reporting.
• Administer retail systems and ensure smooth operation of ticketing tools.
• Maintain incident logs, perform testing, and support controlled rollouts.
• Collaborate with a small team to maintain service levels and revenue.

Connaissances

Incident management

Fraud handling

Chargebacks

Ticket systems

ServiceNow

Outils

ServiceNow

Description du poste

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Retail Support Officer - 24 Month Fixed Term Contract

Job Reference seastern/TP/86331/3684

Number of Positions:

1

Contract Type:

Temporary - Full Time

Monday to Friday (including on-call one week in four)

£40,000 per annum plus free travel

Working Hours:

37

Full address:

Closing Date:

05/11/2026

Job Category:

Administration

Region / Division:

London Head Office

Business Unit:

Head Office

Job Introduction

Are you looking for a career where you can make a real difference in people’s day.

We are seeking 2x Retail Support Officer's to join our team based from Head Office in London Bridge and our Gravesend Office.

As a Retail Support Officer, you will help keep our online and station retail running smoothly for customers, while protecting the revenue it brings in. You will be part of a new in-house team of five, looking after our website and app, the payments behind them, and the systems that fulfil every sale.

Your day starts by checking the website and app before the travelling day begins. If something goes wrong, you will work with our suppliers to put it right, keeping the business and customers updated along the way. You will also help stop fraudulent sales before they go through. This role matters and everything you do is directly linked to revenue and our customers. Additionally, full training is provided so specialist experience is not essential for this role.

Working pattern is Monday to Friday including on-call, one week in four.

What you’ll do

• Check the website and app and report on them by 07:00 every day, including weekends and bank holidays
• Spot incidents early, log them with suppliers and keep status updates flowing
• Lead P1 and P2 major incidents from alert to closure: chair the bridge, keep the log and drive suppliers to restore service
• Hold the Major Incident Review within 48 hours and close out its actions
• Triage and resolve P3 and P4 retail incidents within agreed service levels, escalating to On Track Retail, payment providers and RDG
• Find recurring faults, keep the known error database up to date and drive permanent fixes
• Manage fraud rules and monitor card and WebTIS payments daily through Pay360, stopping suspected fraud before it settles
• Oversee chargebacks and disputes with Customer Relations and Finance, and produce monthly management information
• Administer retail and back-office systems, including seasons, smartcards, tickets on departure, eTickets and ticket-office systems
• Chase ticket machine availability daily, resolve specialist cases and run testing through to controlled rollout
• Report monthly on incidents, fraud, service levels and known errors

The experience you’ll need

To be considered for this role we recommend you demonstrate the below in your application;

• You read the data:You spot the pattern behind operational and payment issues
• You stay calm in a crisis: You communicate clearly with senior stakeholders and supplier’s mid-incident
• You own the fix:You take a critical incident and drive it through to resolution
• You share the load:You are happy to join the rota, including the out-of-hours phone one week in four
• You sweat the detail:You work accurately across several back-office systems every day
• You know your tools:Experience of ServiceNow or a similar case management platform
• You are a team player:You work as one of a team of five with a shared scope
• You bring extra know-how:Incident management, fraud or chargebacks, or ticket machine, smartcard or ticket-office systems (Desirable)

As proud members of the Armed Forces Covenant and Disability Confident Scheme, we will offer you an interview if you apply under these schemes and meet the minimum criteria for the role .

Other things to know

• This vacancy may close early if we receive a large number of applications. So, make sure you get yours in early.
• All offers of employment are subject to satisfactory references, a right to work verification, a basic criminal record check, and a pre-employment medical assessment. Work visa sponsorship isn’t available for this role.
• If you applied but weren’t successful in getting a similar role at southeastern, please wait six months before applying again.

Along with your salary, the rewards you’ll get include:

• a final salary pension
• 24 days annual leave allowance (plus bank holidays)

We’re one of Britain's busiest train operators, serving London, Kent and parts of East Sussex. We run over 1,700 trains a day, carrying more than 500,000 passengers and serving 180 stations.

However, working on our railway is more than getting passengers from A to B. It’s about all the little moments that make a difference to their journey.

It’s also about making our railway a great place to work and building a team that represents the communities we serve. We’re committed to creating an inclusive , supportive environment, and we’re proud that this continues to be recognised through employer accreditations and our ongoing endorsement as a WORK180 Employer for Women.

Our ways of working are what we expect of everyone at Southeast. They are powerful. Tiny moments, every day, from every one of us, add up to massive, positive change. Improving how it feels to work here and how it feels to travel with us.

At the heart of everything we do, our Safeguarding Team works to keep our customers, colleagues, and the public safe by improving safeguarding measures and knowledge making sure everyone gets home safe, every day.