Revenue Protection Officer London, England
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 2,400 employees, our people are the reason we are so successful and the Customer Service team make a crucial contribution to this. Seven 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. We have an outstanding opportunity to join #TeamEMR as Revenue Protection Officer in London.
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.
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 provided at all times.
As Revenue Protection Officer you will:-
- Issue tickets/notices as appropriate
- Help detect and prevent fraudulent travel
- Working closely with the British Transport Police During special projects, which may include plain clothes exercises
- Be 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
You should have excellent interpersonal skills with the ability to understand and provide excellent Customer Experience with the confidence to challenge suspected fare evaders in an appropriate manner. You should also be numerate with the ability to compile legible reports. We are also looking for candidates with a “can do” attitude, who are excited by the nature of this role with experience of working in customer facing or retail roles.
Your communication skills should be second to none and you are able to easily identify with customers needs and pride yourself on delivering the highest level of customer care. We are looking for candidates that understand how important Customer Experience is, as well as being resilient, professional and an ambassador for East Midlands Railway.
If your application is shortlisted, you will be asked to complete a short video interview online. Candidates that pass this interview will be invited to attend an assessment day where we get to meet you person. Successful candidates will either be offered an immediate vacancy, or we will be placed in the talent pool.
Candidates will stay in the Talent Pool for a maximum of 12 months and during those 12 months, you will not need to apply for this role again. As and when we have Revenue Protection Officer vacancies arise, we will be able to pick up the phone and make a job offer.
As well as a competitive salary, we’ll also offer you:
- Excellent Railway Pension scheme
- Free Standard Class travel on East Midlands Railway and Train Operating Companies under Abellio
- 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. As we operate a blind screening process please remove all personal information including your name from your CV.
We promise to treat you fairly, consistently and with respect throughout the application, assessment and selection process.
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.
