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Customer Focus Officer

1 month ago

Tonbridge Kent, United Kingdom Southeastern Railway Full time €29,883 - €36,739

As a Railway Enforcement Officer (REO), your role will be to patrol trains and stations to ensure the security of our railway by reducing crime, anti-social behaviour and fare evasion. Full physical intervention and conflict management training will be provided.
Please be aware if you are applying for Snodland then a full and clean UK drivers licence is essential, in this role you will be carrying out the same duties mentioned however you will be traveling around the network using a company vehicle as part of the "Mobile Response Unit"
Take a look at the video below to see what we achieved in 2023:
Travelling around the network on the Trains on a daily basis, inspecting passengers’ tickets
Reducing crime and ensuring the security of our passengers on the network
On appointment into a REO role you will be enrolled into the Passenger Services Apprenticeship Programme which will lead to a nationally recognised qualification.
You will be given full vocational training (including functional skills) as well as be trained in physical intervention to ensure you have the skills, experience and knowledge required for the role.
Applicants must declare all criminal history including arrested, summoned, charged, cautioned or convicted offences including traffic related offences and financial sanctions such as Bankruptcy or CCJ’s whether as an adult or a juvenile on their application form.
In addition, successful candidates will be subject to NPPV Level 2 Vetting undertaken by the British Transport Police.
You will work a varied shift pattern that will include weekends, bank holidays and nights. Applicants not living locally to the advertised depot are strongly recommended to have their own transport to enable them to meet the shifts requirements. Your working rota will be 1 week of early shifts and 3 weeks of late shifts.
This is what some of our existing Railway Enforcement Officers have to say....
“ Customer service is the fundamental part of our role, dealing with people with professionalism, respect and assisting everyone with their travel journeys as best we can, whether providing information, answering questions, or planning the best routes for their journeys. 
One of our main roles is dealing with anti-social behaviour and being a visible presence to deter this behaviour to make our passengers feel safe travelling on our services. Every attempt is made to avoid this however if required we aim to reduce the risk as quickly as possible and achieve a safe outcome using the techniques we are taught. 
Whilst dealing with ticketless travel using penalty fares, we deal with vulnerable people and help them get the support they need and prevent them causing any harm to themselves. We work closely with British Transport Police and other services to help those most at risk.
Every day is different, every passenger has a different need, we do everything we can to ensure our passengers and staff have the best experience travelling and working on our network"
As well as a  generous salary , we offer an  comprehensive benefits package  which includes;
A Contributory Final Salary Pension Scheme 
Free rail travel on Southeastern and GTR rail services (extends to family members for leisure/educational travel)
After a qualifying period, reduced rate travel on other train operators, including European services
Up to 32 days annual leave entitlement, depending on roster patterns (which includes bank holidays)
Access to an array of discounts for retail and leisure products through our benefits scheme.
Family friendly benefits including enhanced maternity/paternity leave, parental leave and carers leave.
Full training, a nationally recognised qualification and full, free uniform is provided.
Southeastern runs train services into London from Kent and East Sussex, operating almost 1,700 trains a day, carrying more than 400,000 passengers, serving 176 stations and covering 540 miles of track.
Just over 4,600 employees - mostly from the communities that we serve - work together to provide this vital service and we are looking to expand our successful team. We care passionately about our people and our passengers
Read about some of the great Diversity and Inclusion initiatives our Head of Colleague Experience has been leading on here . 
We recognise the positive value of diversity and it matters to us that our teams reflect the communities we serve. We are also proud to be a WORK180 Endorsed Employer for Women. If you would like to know more information about how we are supporting our employees, you can view our policies and initiatives here .
All offers of employment are subject to us obtaining satisfactory references (covering all education, training, employment and unemployment in the preceding 5 years and any previous railway employment). We will also complete right to work in the UK and criminal record checks. DOHL has responsibility for three rail companies, LNER, Northern Trains Limited and SE Trains.
Salary £29,883 rising to £36,739 plus free rail travel
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