Revenue Protection Officer

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

Refer a Friend

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

Job Introduction

Revenue Protection Officer

The role

Carlisle Support Services is looking for enthusiastic, reliable, and dedicated individuals to join our team, working with our prestigious clients. If this sounds like you, and you’re willing to learn new skills to develop your career, we promise to provide full training and all the support you’ll need to help you to succeed. Chiltern Railways Ltd operates commuter and regional rail passenger services, operating from its central London terminus at Marylebone along the M40 corridor to destinations in Buckinghamshire, Oxfordshire, Warwickshire, and offering long-distance services to the West Midlands along two routes. We are seeking a dedicated Revenue Officer to ensure valid ticket possession among passengers, reduce ticket-less travel, and uphold exceptional standards of customer service.

As a Revenue Officer

• Leading a team of Revenue Protection Officers focused on minimising fare evasion.
• Day to day scheduling and general operational duties
• Taking responsibility of any HR issues and being the initial investigating officer.
• Maintaining a professional demeanour consistently.
• Collaborating with various agencies, including other TOC staff, Security Officers, and the British Transport Police during joint revenue operations.
• Verifying passengers' possession of valid tickets upon boarding and disembarking from train services.
• Collecting used tickets and facilitating ticket sales when necessary and appropriately trained.
• Issuing Penalty Fare notices and completing necessary documentation such as MG11 statements and Travel Incident Reports.
• Issuing Car Park Fixed Penalty Notices.
• Assisting passengers with local enquiries and providing train running information.
• Representing Carlisle Support Services and our client by delivering exceptional customer service.
• Attending court as a professional witness when required.
• Proactively delivering outstanding customer service, particularly to vulnerable passengers, with an empathetic approach.
• Safeguarding vulnerable passengers in accordance with local guidelines.
• Maintaining excellent communication skills, both verbal and written, for daily passenger interactions and accurate incident reporting for potential court use.
• Demonstrating proficiency in conflict management and appropriately diffusing situations.
• Prioritising safety, identifying concerns, and ensuring adherence to safe working practices through proactive intervention.
• Maintaining confidentiality of all information provided for duty performance, not disclosing it to any parties outside Carlisle Support Services or Chiltern Railways.
• Adhering to the client & CSS Accident and Incident reporting process.
• Fulfilling any additional duties reasonably expected by your manager, company, or any of the Company’s clients, in line with company policies.

Experience, Knowledge, Qualifications, And Training

• Demonstrates strong communication skills, both written and oral.
• Proficiency in IT skills, utilising various software solutions for penalty issuance and report creation.
• Excellent interpersonal and customer service skills.
• Ability to work independently, taking responsibility for own actions.
• Proficiency in following procedures in verbal, written, and online forms.
• Educated to GCSE Level (or equivalent).
• Flexibility in working hours.

Safety Responsibilities

• Full adherence to the Transport & Works Act (Alcohol and Drugs) requirements.
• Regular safety and security checks and any related tasks required.
• Compliance with local emergency plans and procedures.
• Taking reasonable care of personal health and safety and that of others affected by your actions.
• Compliance with relevant policies or legislation regarding reporting to work under the influence of drugs and alcohol.
• Full compliance with uniform standards and wearing of PPE during duty.

You Must Also Be

• A resident in the UK for a minimum period of 3 years
• Eligible to work full time in the UK without restrictions.

This Is Us

Join a growing market-leading brand of support services to work with the UK’s largest brands such as Tottenham Hotspur Stadium, Jaguar Land Rover, Tesco, BBC StudioWorks, and many more. Carlisle currently employees over 5,000 dedicated and enthusiastic staff members to deliver events, security cleaning, and retail facilities support services across the UK’s most renowned sites and critical infrastructure.

The Benefits

• A competitive hourly rate of pay – paid monthly
• Access to Company Pension Scheme after qualifying period
• Health and Wellbeing Plans
• Wagestream - financial flexibility and instant access to earned and authorised wages
• Fizz Benefits – discounts, rewards, and benefits, helping you save money every day
• Full induction, ongoing training, and career development
• Quality kit and uniform, everything you need to perform your role effectively
• Funded SIA top up training
• Employee Assistance Program
• Refer a Friend Scheme

Equality, Diversity, and Inclusion

At Carlisle, we are committed to Equality, Diversity, and Inclusion in all areas of employment, recruitment and selection, training, development, and promotion. In all situations people will be judged solely on merit or ability.