Revenue Protection Inspector in Redhill

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, from Cornwall and South Wales to London, 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 our customers.

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.

As a Revenue Protection Inspector, you will 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. Your main responsibilities will be:

• To be an ambassador for Great Western Railway by delivering the best customer experience and a safe journey.
• Uphold the railway byelaws and work by them.
• Issue Penalty Fares to customers where appropriate, following the Railways (Penalty Fares) Regulations 2022.
• To conduct interviews under caution where fraud or fare evasion is suspected or has been detected, in line with police and criminal evidence act 1984 (PACE) legislation.
• To compile documentary evidence and, where necessary, present your evidence in court.
• Detect and prevent fraudulent travel within the GWR network.
• Write clear and accurate reports in accordance with PACE.

You will need to be:

• Enthusiastic, positive, and passionate about delivering outstanding customer service.
• Flexible, with the ability to work a variety of shifts, including weekends and bank holidays and early starts and late finishes.
• Able to work effectively when under pressure.
• Confident to have challenging conversations with customers and to appear in court.
• Able to remain calm and professional in conflict situations.
• Have the ability to prepare written reports with a high degree of accuracy.

As a minimum, you will need to have:

• 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.

We are committed to fostering an inclusive and supportive environment for all and encourage applications from women and those with caregiving or other responsibilities. Shift patterns are designed with advance notice, to allow better planning a better work life balance. 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. You must be able to get to and from the station without relying on public transport.

You must live within a maximum of 60 minutes' travelling time of the depot.

Benefits include:

• Free travel on all GWR services for yourself, a partner, and your children, along with 75% discounts on other rail providers for leisure travel.
• Additional benefits include discounts on Family & Friends tickets and access to European rail services, e.g. Eurostar.
• Cycle to work and gym discounts.
• Railway pension scheme.

Your training will include a local induction, customer service, commercial skills, first aid, fire safety, disability awareness and conflict management; this will be professionally delivered to give you all the tools you need to master this interesting role.

Diversity and inclusion are a big part of who we are in GWR, we are not looking for people to fit into our culture but add to it. We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

If you require additional support to complete your application due to a disability or neurodivergent condition, please follow the links below.