Revenue Protection Inspector

4 months ago

Redhill, United Kingdom Great Western Railway Full time

£35,018 after training

**Who are we?**

GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world. We have some of the newest trains in the country and exciting plans to extend our services. With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, passing through beautiful country and some of the UK's top tourist destinations.

We are transforming the way people think about train travel, empowering our team of over 6,000 people from all different backgrounds to make it a great experience for customers. Together, we will revalue rail as a very special way to travel.

**What is the job?**

As a Revenue Protection Inspector, you'll liaise with colleagues to deliver a world-class customer experience throughout the journey and will ensure that everyone using GWR services has a valid ticket for travel. You'll be able to adapt to new people, new places and new situations. We are proud in GWR to share a common set of values - these help us deliver for our customers, drive business growth and serve our communities across the West. Working on board our trains, you will clearly demonstrate these behaviours and attitudes.

**Who else is involved?**

Revenue Protection Inspectors are part of the on-board team and work with Ticket Examiners and Guards on trains, and support colleagues at stations for revenue blocks and special events.

**What are the responsibilities?**
- To be an ambassador for Great Western Railway by delivering the best customer experience and a safe journey.
- To undertake a full inspection of tickets and railcards on trains and at stations and appropriately challenge customers whose tickets or railcards are not valid or who are travelling without a ticket.
- To issue Penalty Fares to customers where appropriate, in accordance with the Railways (Penalty Fares) Regulations 2018.
- To conduct interviews under caution, in line with PACE legislation.
- To compile documentary evidence and, where necessary, present your evidence in court.
- To work with and supervise other members of the revenue team.
- To write clear and accurate reports.

**What sort of person are you looking for?**

You need to be enthusiastic and passionate about delivering an outstanding experience for our customers. There will be a variety of shifts, including early starts, late finishes, weekends and bank holidays so you will need to be flexible. We're looking for someone who has the confidence to have challenging conversations with customers whilst remaining calm and professional in what could be confrontational situations. You need to be able to work effectively under pressure and be comfortable in a strictly regulated environment. You need to be positive and proactive with a "can do" attitude and an enquiring mind.

**What do I need for the job?**

As a minimum you will need:

- The resilience and fortitude of mind to deal with hostility and negativity.
- Excellent retail knowledge.
- The ability to build relationships and work as part of a team.
- The ability to keep calm and focused when under pressure.
- Good literacy and an eye for detail.
- IT skills.

**When will I be working?**

This role will require you to work a variety of shifts which will include early starts and late finishes as well as weekends and bank holidays. Your starting and finishing times may be when public transport is not available so you must be able to get to and from the station without relying on this.

**What else do I need to know?**

You must live within a maximum of 60 minutes' travelling time of Redhill station.

The basic salary is £28,183 during training and this rises to £35,018 when fully productive.

**The Reward**:
As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including on-going development, defined benefit pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, discounted shopping and gym membership, and an employee assistance programme.

We value our differences such as age, gender, LGBTQIA, ethnicity, religion and disability. We maintain zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

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