At a Glance
- Tasks: Provide exceptional customer service and protect revenue on our trains.
- Company: Join Northern, the heartbeat of the North's railway network.
- Benefits: Enjoy free travel, generous pension, and exclusive discounts.
- Other info: Be part of a diverse team that values safety and inclusivity.
- Why this job: Make a real difference to passengers' journeys every day.
- Qualifications: Strong communication skills and a commitment to excellent customer service.
The predicted salary is between 27004 - 27004 £ per year.
BUSINESS FUNCTION: Customer & Commercial
SALARY: £27,004 Grade
ROLE TYPE: RO2s
LOCATION: Barrow
HOURS: Full Time
Revenue Officer – Join Our Frontline Customer & Revenue Protection Team! Are you confident, customer‑focused, and ready to play a key role in keeping our railway running safely and smoothly? We’re looking for a Revenue Officer to help protect revenue, support customers, and uphold the highest standards across our trains and stations. This is a fantastic opportunity for someone who thrives in a people‑facing role, enjoys problem‑solving, and wants to make a real difference to passengers’ journeys.
What You’ll Be Doing
As a Revenue Officer, you’ll be a visible and approachable presence on our network. Your day will include:
- Providing exceptional customer service to every passenger
- Acting as an Authorised Collector, dealing with:
- Travel irregularities
- Unpaid Fare Notices
- Travel Incident Reports
- Penalty Fares
- Working hand‑in‑hand with Conductors to maximise revenue protection
- Checking, validating, and issuing tickets on board
- Completing reports and documentation to support revenue protection activity
- Identifying, reporting, and acting on revenue protection opportunities
- Maintaining a safe and tidy working environment
- Ensuring full compliance with cash handling and railway regulations
- Completing assessments to maintain competency in the role
Every day will be different — and you’ll be at the heart of creating safer, smoother, and fairer travel for all.
About You
We’d love to hear from you if you have:
- Strong written and verbal communication skills
- Great interpersonal skills and confidence dealing with the public
- A good understanding of railway geography (or willingness to learn!)
- A commitment to excellent customer service
- The ability to remain calm, professional, and assertive when needed
- Successful completion of training, including examinations in customer care and commercial duties
- NVQ Level 3 in conflict Management (or willingness to work towards it)
Safety Matters
Safety is at the heart of everything we do. In this role you will:
- Take reasonable care for your own safety and that of others
- Follow all health, safety and environmental procedures
- Use PPE and safety equipment correctly
- Report incidents, hazards or unsafe conditions
- Complete emergency procedures when required
- Work only within your level of training and competence
Although this is not a Safety Critical or Key Safety post, you’ll still play a crucial part in promoting a positive safety culture across the network.
What’s in it for you?
At Northern, we don’t just value our people - we go the extra mile to support them. Here’s a taste of what you can look forward to:
- Free Travel: Unlimited free travel for you, your partner, and your dependents on Northern services. Plus up to 75% discount on other networks in the UK and Europe
- Generous Pension Scheme: We top up your contributions by 1.5 times
- Enhanced Family Benefits: We offer 9 months of full pay for maternity leave and 2 weeks for paternity leave.
- Cycle to Work Scheme: Save up to 42% on a bike and spread the cost
- Electric Car Scheme: Lease a brand new electric or plugin hybrid car
- Exclusive Discounts: From shopping to wellbeing, Northern Perks has you covered.
- Employee Assistance Programme: 24/7 support for family, lifestyle, and more
- Training and Career Development: We offer tailored training to our colleagues and opportunities to gain recognised qualifications. Plus enhanced career pathways no matter what part of the business you’re in
- Recognition: We know how important it is to show how much we appreciate our people. That’s why we have our Northern Lights and Northern Sparks Awards, recognising and celebrating brilliance every day
Why Northern?
We’re more than just a train operator. We’re the heartbeat of the North – connecting communities, creating opportunities, and driving sustainable growth. With 2,650 trains running daily, we’re on a mission to improve rail travel and enhance the customer experience while protecting the environment. Back in 1825, the first passenger train set off in the North of England, beginning a journey that would transform travel across the world. We’ve recently celebrated 200 years of the modern railway and, as we reflect on that legacy, our focus is now on the future as Great British Rail takes shape. Join us at this pivotal moment in rail history and play your part in our journey.
A place for everyone
The best journeys happen when everyone feels welcome on board. At Northern, we don’t just move people from A to B - we’re building a team where everyone feels they belong. Our talent team can make reasonable adjustments to the process if that’s something you need. We’re also a Level 2 Disability Confident employer, so if you meet the minimum criteria for the role, we’ll always offer an interview. We automate parts of our screening process to remove any unconscious bias and to make sure every application is treated fairly. All successful offers will be subject to a DBS check and a medical assessment. No matter your background, experience, or whether you call it a bap, barm, or cob… there’s a place for you here in the railway.
Revenue Protection Officer employer: Northern
Northern is an excellent employer, offering a unique opportunity for Night Train Cleaners in Manchester to enjoy unlimited free travel and a supportive work culture that prioritises employee growth. With tailored training programmes and a generous pension scheme, we foster an environment where every team member can thrive and develop their skills while contributing to the cleanliness and readiness of our trains.
StudySmarter Expert Advice🤫
We think this is how you could land Revenue Protection Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Northern. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Northern before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Revenue Protection Officer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Northern:Your cover letter is your chance to shine! Tell us why you want to work at Northern specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Northern!
How to prepare for a job interview at Northern
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
