BUSINESS FUNCTION: Commercial & Customer

GRADE: RO2+S



SALARY:
£22,001 rising to £23,857 per annum after 6 months training

ROLE TYPE: On Site, travelling around the Northern Network

HOURS: 35 hours per week

Is providing excellent customer service whilst ensuring revenue protection in a dynamic environment ‘Your Thing’?

We are looking for a dedicated and proactive individual to join our Revenue Protection team, as a Revenue Officer. As part of the Team, you'll deliver exceptional customer service and ensure revenue based services are adhered to by all who travel with Northern.

Connecting millions of people and communities across the North is our mission. With 2,500 trains a day, we connect people to jobs, friends, family, and the wonders of the North.

We're improving rail travel, enhancing the experience on board and at stations. Customers are at the heart of our business as we improve performance and create a better way to go.

We're driving economic value and sustainable growth for the North and its people. Our commitment to the environment means reducing our impact and enhancing the world around us.

Make a difference. Make it last. Make it yours. Make it easy. Make it happen. These are our values.

Ready to make them yours? Join us on this journey.

About the role:

With over 100 million passengers travelling with us each year, Revenue Protection is vital to the safeguarding of Northern revenue by implementing measures to prevent revenue leakage, fare evasion, and other forms of revenue loss.

As a Revenue Officer you’ll be responsible for travelling across our network on our trains and working at our stations, to handle various travel irregularities. These will include Unpaid Fares Notices, Travel Incident Reports and Penalty Fares. You’ll also work closely with the Train Conductor to devise the most effective method of revenue collection, revenue protection and customer service, all in compliance with current rules, regulations, and Railway Byelaws.

If this sounds like your thing, we’d love to hear from you.

Key

responsibilities:


This is a varied and challenging role, but here is a taste of what your day-to-day activities could include:

• Safety and Security: Prioritising and ensuring the safety of customers and colleagues
• Reporting: Preparing reports around revenue protection activities, ensuring that relevant information is documented accurately and promptly
• Cash Compliance: Ensuring that handling and processing cash transactions is done effectively and securely
• Ticket Inspections: Monitoring the on-train environment, conducting ticket inspections, validating and issuing tickets as appropriate and ensuring the accuracy and validity of fare payments
• Customer Assistance: Providing excellent customer service by assisting customers promptly and courteously
• Teamworking: Working closely with the Conductor to determine the most effective methods of revenue collection, protection, and customer service, promoting seamless teamwork and enhancing overall service delivery
  
  

About you:

As a self-motivated, driven individual you will have excellent problem-solving skills, a passion for providing excellent customer service and the ability to work collaboratively with a wider team. You will also demonstrate excellent communication and interpersonal skills and possess a keen eye for detail.

We’re also looking for the following:

• The ability to demonstrate excellent customer service and interpersonal skills
• Natural resilience, with a positive attitude
• The ability to remain patient, confident and calm in stressful situations, by demonstrating tact and diplomacy
• The ability to communicate effectively face to face
• Good written communication when writing reports
• A good understanding of Maths & English
  
  

Full training will be provided.

Our Benefits:

Because we value our people and reward hard work, we’ve created a benefits package that we think you’ll love. So, you’ll be able to make the most of:

• Opportunities to progress and grow - including comprehensive training schemes and a range of online learning courses.
• Full Uniform for Frontline Facing Roles - our frontline people are the face of the business, so we provide you with a stylish and high-quality uniform.
• Free Travel on Northern services - everyone who works at Northern, plus their partners/spouses and dependents, can travel for free right across our full network of services. *Certain eligibility criteria will apply.
• 75% discount with other Train Operating Companies - after 2 years with us, you’ll also get discounted travel on many other rail services in the UK and Europe.
• A generous holiday entitlement - our holiday entitlements can help you feel like you can get away too.
• Exclusive benefits with Northern Perks - enjoy retail discounts, instant vouchers, cashback, wellbeing support and much more.
  
  

You can find out more here .

Please note that Northern reserves the right to close recruitment for this role before the published closing date, if high volumes of applications are received.

However, if you miss the application window for this particular role, please keep checking back for other opportunities. We are always on the lookout for great people to join the Northern Team!

We’re an equal opportunities employer and a promoter of diversity and inclusion in the workplace. We encourage and welcome applications from candidates from all backgrounds, regardless of gender, sex, ethnicity, race, religion, education, socioeconomic background, disability, or sexual orientation.

We also have Disability Confident status, which means we’re committed to making the most of the talents that disabled people can bring to the workplace.