Revenue Protection Officer

East Midlands Railway; Nottingham; On-site; GBP 25,000 - 30,000; Full time

Job summary

East Midlands Railway is seeking a Revenue Protection Officer in Nottingham, responsible for ensuring passengers travel with valid tickets and providing excellent customer service. This front-line role includes conducting inspections, managing fare evasion, and collaborating with police during special projects. Ideal candidates will have strong communication skills and experience in customer service, with a commitment to integrity and professionalism.

Benefits

Excellent Railway Pension scheme

Free Standard Class travel

75% discount on National Travel

Various training opportunities

Qualifications

• Experience in a customer-facing role.
• Ability to remain calm under pressure.
• Strong sense of integrity and professionalism.

Responsibilities

• Conduct ticket inspections and enforce fare regulations.
• Issue penalty fares and prepare reports for prosecutions.
• Support front line staff during disruptions.

Skills

Communication

Interpersonal skills

Conflict management

Attention to detail

Job description

We are proud to be One Team at East Midlands Railway (EMR). We are passionate about keeping people safe, delighting our customers, doing the right thing and delivering easier journeys every day. With over 2,600 employees, our people are the reason we are so successful, and the Customer Service team make a crucial contribution to this.

Nine times accredited as a Top Employer, we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work.

Are you confident, observant, and passionate about delivering excellent customer service? Do you enjoy working in a dynamic environment where no two days are the same? If so, we’re looking for you to join our team as a Revenue Protection Officer based at Nottingham.

In this vital front-line role, you'll be a visible presence on trains and at stations, ensuring that passengers are travelling with valid tickets, addressing fare evasion, and offering support and information to customers. You’ll play a key part in protecting revenue, supporting safety, and upholding the integrity of the rail network.

Ensuring we maintain maximum revenue protection is a key priority for East Midlands Railway and the roles of Revenue Protection Officers are critical to ensuring this is carried out effectively.

This role will be required to work with the wider customer experience front line teams to ensure we are maximising our revenue. We’re looking for individuals who are enthusiastic, positive and passionate about ensuring excellent customer service is always provided.

Here is a little snippet into what the role could look like for you. Meet one of our fantastic Revenue Protection Officers, Charlie!

https://www.youtube.com/watch?v=R4q1CoQsBEg

Key responsibilities

• Carrying out ticket inspections and enforce fare regulations in a fair and consistent manner
• Issuing penalty fares or prepare reports for potential prosecutions where appropriate. Help detect and prevent fraudulent travel
• Working closely with the British Transport Police During special projects, which may include plain clothes exercises
• Being conversant with revenue protection standards and policy, ensuring compliance with Revenue Protection Handbook
• In times of disruption work to support front line Customer Experience staff to ensure all our customers are kept fully informed
• Conduct interviews and keep an accurate record of any conversations
• Obtain evidence of fraudulent travel activity (including by means of Body Worn Video)
• Prepare and submit reports and any other reports relevant to your role and attend court as required

At EMR we want to proactively embrace diversity across our workforce and recognise that we are under-represented in terms of females and ethnic minority groups. We’re therefore taking positive steps to promote a positive and inclusive culture; we welcome applications from those that identify with these groups to better represent our communities.

What We’re Looking For

• Excellent communication and interpersonal skills.
• Confidence in dealing with challenging situations and enforcing rules tactfully.
• A strong sense of integrity and professionalism.
• Experience in a customer-facing role (not necessarily in rail).
• The ability to remain calm under pressure and manage conflict constructively.
• Attention to detail and strong record-keeping skills.
• Willingness to work shifts, including early mornings, evenings, weekends, and public holidays.

As well as a competitive salary, we’ll also offer you:

• Excellent Railway Pension scheme
• Free Standard Class travel on East Midlands Railway and our partnering Train Operating companies
• Friends and Family discounted Tickets on the EMR Network
• 75% discount on National Travel (inc partner and dependants)
• Various training opportunities
• …and many more!

Ready to take on this exciting opportunity? Submit your online application form and upload your CV today. As we use a blind screening process, please ensure your CV does not include any personal details such as your name or contact information.

We are committed to treating all applicants fairly, consistently, and with respect at every stage of the recruitment process.

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We welcome applicants from diverse backgrounds, we promote equal opportunities for all. East Midlands Railway is a non-discriminatory employer committed to the recruitment and promotion of all on the basis of ability and merit irrespective of disability, race, gender, health, social class, sexual preference, marital status, nationality, religion, employment status or age. We’ll treat your application fairly and assess you for the job based on merit and skills.

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