Revenue Protection Assistant - Richmond Richmond, Yorkshire and the Humber, England
Job description
South Western Railway is committed to equal opportunities employment, and your application will be reviewed by the hiring panel with personal information removed. In order to assist this process please ensure that any attachments such as CV's or covering letter have personal details removed (this includes your name, address and email address). Any other attachments such as professional qualifications can be left unedited. Applications not following this guidance may be rejected.
Revenue Protection is more than just checking tickets; it's about ensuring that our railway is operated for the benefit of all our customers. As part of the Revenue Protection Team, you are visibly fair – making sure that customers have the correct tickets for travel, fairly dealing with situations and minimising fare evasion. You have a huge part to play in customer experience too; having a large presence on our trains and platforms means that you need to be ready to answer all kinds of questions and help our customers as best you can, as well as striving to achieve our vision of every ticket checked.
Who are you?
You are a self-motivated individual who can deal with anything life throws at them in a calm and considered way. You are a great communicator and can talk to anyone and are passionate about doing the right thing. You like the great outdoors and being active, travelling about to different locations and at all times of the day.
Main things you'll deliver
You will be responsible for making sure everyone you talk to in a day has the right ticket for their journey. If they don't, you will use your expertise to determine why a ticket may not be valid, and make a decision as to whether to issue a penalty fare notice, report the matter for investigation or prosecution.
Normally working with others in a pair or group, you will interact with customers at stations and on trains checking their tickets and dealing with any queries they may have about their journey.
As your experience grows, you will become the font of all knowledge about not only the customer's SWR journey, but about key destinations, attractions and London transport.
Working hours
Our customers need us all day, every day (except Christmas day) and as part of the revenue protection team, you'll need to able to work shifts at all times of the day and on every day of the week.
On average you will work 37 hours a week and be part of a team covering a roster that repeats every 12 weeks.
Mixed roster of earlies and late turns inclusive of weekends.
Revenue Protection terms and conditions allow for flexible rostering, so there are no set hours of duty, only early and late turns.
Early turns can begin at any time pre-0800 and late turn can start at any time post 0800. Generally the earliest start would be 0600 and the latest finish would be 0000.
Other important information
Because we always need to be alert, we have very strict requirements around drugs and alcohol and you will need to pass a medical checking your general health. You will also need to be able to complete a number of assessments that make sure you are the right person for this varied yet demanding role in delivering great journeys for our customers.
In return we offer a competitive salary and a variety of valuable benefits including free duty and leisure travel on SWR services for employee, free standard class leisure travel for spouse/partner and dependants (criteria dependant) , 75% discount on many other train operating companies, a range of retail benefits and an excellent pension scheme.
At SWR we believe our people are our greatest asset.
Our vision is to recruit and retain the best talent from the most diverse pool of candidates across our regions.
We are committed to establishing a sense of inclusion for all and to value each person for the unique contribution they bring.
