Revenue Officer

6 months ago


Birmingham, United Kingdom West Midlands Trains Full time

As part of the Transport UK Group, West Midlands Trains delivers around 1,300 train journeys a day, for more than 60 million passengers a year, across our two brands - West Midlands Railway and London Northwestern Railway.

We are committed to delivering a safe and reliable train service, by investing in our fleet of trains, stations and employees. As part of this investment, we are looking to recruit **Revenue Officers** on a **full-time, permanent basis**. The role will be based at **Birmimgham Snow Hill**.

The roles will include working on a roster basis, including bank holidays and weekends.

**What does the job involve?**
- Ensure compliance with all safety responsibilities, reporting any unusual occurrences and/or unsafe practices in line with company procedures. This would also include alerting station security staff and/or British Transport Police to any anti-social behaviour.
- Undertake full inspection of tickets (including ITSO smartcards and Oyster cards), passes and rail cards at stations, ensuring a high level of customer service at all times, dealing effectively with passengers who are not in possession of a valid ticket. This will include issuing Penalty Fares to those passengers not in possession of a valid ticket without a valid reason, and to issue appropriate tickets to those passengers not liable to a Penalty Fare.
- Operate automatic ticket gates where in place.
- Undertake customer service or crowd control duties at home or other stations, including during special events and disruption. During unplanned disruption to train services you will be expected to keep customers informed to the best of your ability and provide the highest level of customer service possible.
- Provide excellent levels of customer service at all times.
- Conduct interviews with those suspected of travelling fraudulently under the terms of the Police & Criminal Evidence Act 1984 as it relates to the questioning of suspects.
- Ensure all ticketing equipment provided to carry out duties is used in a proper manner and that any defects are promptly reported.

**What skills and experience do I need to do the job?**
- Numeracy and literacy skills to a level equivalent to GCSE grade A-C in Maths and English. NVQ in Customer Service is desirable.
- Understanding of WMT operations, ticketing and geography covered
- Experience of working in a customer service and retail environment is desirable, and experience of working in a cash-handling environment is especially advantageous.
- Ability to demonstrate excellent levels of customer service
- Ability to deal effectively with customers, especially those who do not have valid tickets
- Ability to communicate confidently and effective y with all customers and colleagues
- Be willing and able to make effective 'on the spot decisions taking into account all relevant information

**What are the salary and benefits?**
- £26,805 per annum
- Final salary pension - one of the best pension schemes available
- Free travel on all our trains and those of other train companies within our parent group company - for you, your partner and any dependent children
- 75% off all other train company travel tickets
- Retail discounts
- Career development opportunities

Applications will be considered from colleagues with 6 months experience, after completion of their probationary period and a full check of absence and disciplinary records.


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