Senior Recovery & Resolution Officer - 12 Month FTC

Northern Trains Limited; Bradford; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Free travel for you and dependents on

Generous pension scheme

Cycle to work scheme

Discounts on networks

Employee Assistance Programme

Job summary

Northern Trains Limited is seeking a Senior Recovery & Resolution Officer to manage complex and escalated cases within the Debt Recovery Prosecutions Unit. You will apply judgment and investigative skills to reach well-reasoned outcomes while ensuring compliance with legislation and company procedures.

The role collaborates with colleagues across Recovery & Resolution and the Customer & Commercial team, handling appeals, investigations and data gathering with accuracy.

Qualifications

• Experience working with complex cases, investigations, appeals or complaints.
• Strong understanding of Railway Byelaws, Regulation of Railways Act and ticketing/travel rules.
• Awareness of the Fraud Act and debt recovery/travel regulation.

Responsibilities

• Manage and respond to complex appeals and escalated cases with autonomous decisions.
• Support Recovery & Resolution Officers with complex cases and mentor colleagues.
• Assess appealed notices and ensure timely progression of cases.
• Support investigations, ensuring evidence is gathered, recorded and maintained.
• Act as key contact with British Transport Police and relevant teams.
• Assist with warnings and withdrawal of Implied Permission notices.
• Help keep policies and customer communications accurate and compliant.
• Provide data audit support and create information for FOI and SAR responses.
• Collaborate with the Customer Experience Centre to handle complaints consistently.

Skills

Complex case handling

Investigations

Communication skills

Decision making

Data accuracy

IT proficiency

Team coaching

Tools

Microsoft Office

Case management systems

Job description

Senior Recovery & Resolution Officer - 12 Month FTC

JobTitle: Senior Recovery & Resolution Officer

BUSINESSFUNCTION: Customer & Commercial - DRPU ( Debt Recovery Prosecutions Unit)

Grade: CS4

LOCATION: Bradford Interchange - Must be willing to travel the network when needed

HOURS: Full Time - 12 month FTC

We’re looking for aSenior Recovery & ResolutionOfficerto join our Commercial & Customer team. This is a key rolefor someone who can confidently manage complex cases, make sound decisions andprovide expert support to colleagues across the Recovery & Resolutionfunction.You’ll play an important part in ensuring cases, appeals andinvestigations are handledfairly, consistently, accurately and in linewith legislation and company procedures.

What you’ll be doing

As a Senior Recovery & Resolution Officer, you’ll takeownership of complex and escalated cases, using your knowledge, judgement andinvestigative skills to reach well-reasoned outcomes.

Your responsibilities will include:

• Managingand responding tocomplex appeals and escalated cases, makingautonomous decisions within agreed processes and guidelines
• SupportingRecovery & Resolution Officers with complex cases, sharing yourknowledge and helping colleagues develop their confidence and capability
• Assessingappealed notices and reports and ensuring cases are progressed accuratelyand within required timescales
• Supportinginvestigations where offences may have been committed, ensuringappropriate evidence is gathered, recorded and maintained
• Actingas a key point of contact withBritish Transport Police (BTP)andrelevant operational teams where required
• Supportingthe administration of warnings and Withdrawal of Implied Permissionnotices
• Helpingto ensure policies, procedures and customer communications remainaccurate,current and legally compliant
• Supportingdata audits and producing clear, meaningful information for stakeholders,including information required for FOI and SAR responses
• Workingclosely with the Customer Experience Centre to ensure complaints arehandled consistently and effectively
• Actingas a final point of contact forTransport Focusandappropriate staff complaints
• Monitoringcomplaints and identifying opportunities for learning, improvement anddevelopment
• Providingoversight of the team's debt recovery IT systems, identifying andresolving issues where possible and escalating faults when required
• Supportingthe wider team and maintaining continuity of service during the Manager’sabsence
• Championinga collaborative culture by sharing knowledge, promoting consistent ways ofworking and identifying opportunities for continuous improvement

About You

We’re looking for someone who combinesstronginvestigative and analytical skills with excellent judgement and communication.

• Experienceworking with complex cases, investigations, appeals or complaints
• Astrong understanding of theRailway Byelaws, Regulation ofRailways Act and relevant ticketing and travel regulations
• Awarenessof theFraud Actand legislation relating to debtrecovery and travel irregularity
• Excellentwritten and verbal communication skills, with the ability to explaindecisions clearly and professionally
• Strongdecision-making skills, with the ability to assess information objectivelyand reach evidence-based conclusions
• Exceptionalattention to detail and accurate data-handling skills
• Excellentorganisational skills and the ability to manage competing priorities anddeadlines
• StrongIT skills, including confidence usingMicrosoft Office packagesandcase management systems
• Experiencehandling complaints and managing challenging or potentially contentioussituations
• Theability to remaincalm, resilient and professional under pressure
• Experiencesupporting, coaching or mentoring colleagues and sharing knowledge acrossa team

What’s in it for you?

AtNorthern, we don’t just value our people - we go the extra mile to supportthem. Here’s a taste of what you can look forward to:

• Free Travel: Unlimitedfree travel for you, your partner, and your dependents on Northern services.Plus up to 75% discount on other networks in the UK and Europe.
• Generous Pension Scheme: We top upyour contributions by 1.5 times.
• Enhanced Family Benefits: We offer 9months of full pay for maternity leave and 2 weeks for paternity leave.
• Cycle to Work Scheme: Save up to42% on a bike and spread the cost.
• Electric Car Scheme: Lease abrand new electric or plugin hybrid car.
• Exclusive Discounts: Fromshopping to wellbeing, Northern Perks has you covered.
• Employee Assistance Programme: 24/7support for family, lifestyle, and more.
• Training and Career Development: We offertailored training to our colleagues and opportunities to gain recognisedqualifications. Plus enhanced career pathways no matter what part of thebusiness you’re in.
• Recognition: We know howimportant it is to show how much we appreciate our people. That’s why we haveour Northern Lights and Northern Sparks Awards, recognising and celebratingbrilliance every day.

Why Northern?

We’re more than just a train operator. We’re the heartbeatof the North – connecting communities, creating opportunities, and drivingsustainable growth. With 2,650 trains running daily, we’re on a mission to improve rail travel and enhance the customer experience while protecting theenvironment.Back in 1825, the first passenger train set off in the Northof England, beginning a journey that would transform travel across the world.We’ve recently celebrated 200 years of the modern railway and, as we reflect onthat legacy, our focus is now on the future as Great British Rail takes shape.Join us at this pivotal moment in rail history and play your part in ourjourney.

A place for everyone

The best journeys happen when everyone feels welcome on board.At Northern, we don’t just move people from A to B - we’re building ateam where everyone feels they belong. Our talent team can make reasonableadjustments to the process if that’s something you need. We're also a Level 2Disability Confident employer, so if you meet the minimum criteria for the role,we’ll always offer an interview.We automate parts of our screening process to remove any unconsciousbias and to make sure every application is treated fairly. All successfuloffers will be subject to a DBS check and a medical assessment.No matter your background, experience, or whether you call it a bap,barm, or cob… there’s a place for you here in the railway.

Senior Recovery & Resolution Officer - 12 Month FTC