Revenue Protection Lead - Trainable, Customer-Focused

Carlisle Support Services; High Wycombe; On-site; GBP 15,000 - 21,000; Full time

Benefits offered by this job

Competitive hourly rate

Pension scheme

Health plans

Wagestream – wage access

Training and career development

Uniform provided

Employee Assistance Program

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Job summary

Carlisle Support Services is seeking a Revenue Protection Officer to ensure valid tickets, reduce fare evasion, and uphold high customer service standards. You will work across rail operations, verifying tickets, handling penality notices, and assisting passengers with inquiries.

You will join a dynamic team, receive full training, and work with high-profile clients while maintaining safety and professional conduct on many routes and stations.

Qualifications

• Demonstrates strong communication skills, both written and oral.
• Proficiency with IT tools for penalty issuance and reporting.
• Excellent interpersonal and customer service abilities.
• Ability to work independently and take responsibility for actions.
• Proficiency in following procedures in verbal, written, and online forms.

Responsibilities

• Lead a team of Revenue Protection Officers to minimise fare evasion.
• Schedule daily tasks and handle general operations.
• Act as initial investigating officer for HR issues.
• Maintain a professional demeanour at all times.
• Collaborate with TOC staff, Security Officers, and British Transport Police.
• Verify passengers' tickets on boarding and alighting trains.
• Issue Penalty Fare notices and complete MG11 statements and Travel Incident Reports.
• Assist passengers with local enquiries and provide train running information.
• Represent Carlisle Support Services with outstanding customer service.
• Attend court as a professional witness when required.
• Deliver excellent service to vulnerable passengers with empathy.

Skills

Strong communication

IT skills

Interpersonal skills

Independent worker

Procedural awareness

Education

GCSE level or equivalent

Tools

Penalty issuance software

Job description

Carlisle Support Services is seeking a Revenue Protection Officer to ensure valid tickets, reduce fare evasion, and uphold high customer service standards. You will work across rail operations, verifying tickets, handling penality notices, and assisting passengers with inquiries.

You will join a dynamic team, receive full training, and work with high-profile clients while maintaining safety and professional conduct on many routes and stations.