Revenue Officer

West Midlands Metro; Friston; On-site; GBP 29,000; Full time

Job summary

A leading transportation company in the West Midlands is seeking a Revenue Officer to enhance customer service and ensure proper ticket usage. The role involves engaging with the public across the Metro network, promoting ticket purchases, and supporting event operations. Ideal candidates will have strong communication skills and a proactive attitude. This position offers a salary of £28,814 per annum along with excellent benefits including pension and holiday pay.

Benefits

MML Pension

25 days holiday plus Bank Holidays

Free travel on Tram & NX Bus for you and your partner

Qualifications

• Previous experience in a customer-facing role.
• Confidence to handle challenging situations calmly and professionally.
• Flexible attitude to working hours and duties.

Responsibilities

• Check tickets and promote correct ticket usage.
• Issue Penalty Fare Notices as necessary.
• Provide information and support to customers during service disruptions.
• Represent MML at community events.

Skills

Customer service

Communication skills

Numeracy skills

Ability to handle challenging situations

Job description

Revenue Officer

Location: Midland Metro Ltd, Wednesbury Depot, Potters Lane, WS10 0AR
Salary: £28,814 per annum + Excellent Benefits!
Contract: Full-time, Permanent
Benefits: MML Pension, 25 days holiday plus Bank Holidays & Free travel on Tram & NX Bus for you and your partner

West Midlands Metro is your gateway to an exciting career in the heart of England's thriving West Midlands region.

We are the driving force behind modern, sustainable urban transportation, connecting cities, towns, and most importantly - people!

With a strong presence in the heart of England, we play a crucial role in connecting communities, enhancing mobility, and contributing to the economic development of the region.

Our sleek trams provide fast, convenient, and eco-friendly transportation solutions, reducing road congestion, lowering carbon emissions, and fostering a greener future for the West Midlands.

We're now looking for a Revenue Officer to join our Commercial team, someone who sets the standard for exceptional customer service while helping to protect and grow the revenue that keeps our trams running.

The Role

As a Revenue Officer, you'll be a visible and professional presence across the Metro network. You'll help customers with information and advice, encourage the correct purchase and use of tickets, and play a key role in reducing fare evasion.

You'll also act as the face of Midland Metro Limited at events and during times of service disruption, ensuring passengers are well-informed and supported.

This is a varied role that balances customer engagement with revenue protection, ideal for someone confident, calm under pressure, and committed to delivering an outstanding service.

As our Revenue Officer you will:

• Travel across the Metro network to check tickets, identify fare evasion, and promote ticket purchase before travel.
• Issue Penalty Fare Notices in line with the Midland Metro Penalty Fares Act where appropriate.
• Work with colleagues and partner agencies (including Safer Travel and the British Transport Police) to minimise ticketless travel.
• Provide a reassuring, informative, and friendly point of contact for customers at all times.
• Support during special events (e.g., football matches, concerts) and service disruptions to keep customers informed and reassured.
• Assist with surveys, customer engagement sessions, and marketing campaigns.
• Record accurate information and feedback to supervisors to help improve services.
• Represent MML at community and stakeholder events.

What We're Looking For

We're looking for someone with great people skills, confidence, and a proactive attitude. You'll be passionate about delivering excellent customer service and comfortable dealing with a wide range of people and situations.

Essential Skills & Experience

• Previous experience in a customer-facing role.
• Strong communication and interpersonal skills.
• Confidence to handle challenging situations calmly and professionally.
• Ability to work independently and as part of a team.
• Numeracy skills and the ability to interpret procedures accurately.
• Flexible attitude to working hours and duties.
• Honesty, integrity, and pride in representing MML in a professional manner.

It would be great if you had

• Experience in a transport, retail, or hospitality environment.
• An understanding of ticketing or fare structures.
• The ability to gather and analyse information to identify trends.

Training & Development

You'll receive full training to equip you with the knowledge and confidence to succeed in your role. We'll also provide ongoing learning and development opportunities to help you grow your career within the organisation.

If you're a people person with a passion for customer service and want to play an important role in keeping the West Midlands moving, we'd love to hear from you!

Ready for Your Next Challenge?

Apply now and start your journey today!

This vacancy will remain open for up to 6 weeks from the date of publication. However, please note that we reserve the right to close the posting earlier if we identify suitably qualified candidates to move forward in the selection process.