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- Tasks: Ensure customers have the right tickets and provide excellent support on trains and platforms.
- Company: Join a dynamic railway team focused on customer experience and fairness.
- Benefits: Enjoy free travel, discounts, competitive salary, and a great pension scheme.
- Other info: Flexible shifts with opportunities for personal growth and development.
- Why this job: Be part of a vital team that enhances customer journeys every day.
- Qualifications: Great communication skills and a passion for helping others.
The predicted salary is between 30000 - 40000 £ per year.
Revenue Protection is more than just checking tickets; it's about ensuring that our railway is operated for the benefit of all our customers. As part of the Revenue Protection Team, you are visibly fair – making sure that customers have the correct tickets for travel, fairly dealing with situations and minimising fare evasion. You have a huge part to play in customer experience too; having a large presence on our trains and platforms means that you need to be ready to answer all kinds of questions and help our customers as best you can, as well as striving to achieve our vision of every ticket checked.
Your main responsibilities will be:
- You will be responsible for making sure everyone you talk to in a day has the right ticket for their journey. This will often mean selling the ticket to the customer, but also requires skill and tact to take the right decision as to when to issue a Penalty Fare Notice or take other action.
- Normally working with others in a pair or group, you will interact with customers at stations and on trains checking their tickets and dealing with any queries they may have about their journey.
- As your experience grows, you will become the font of all knowledge about not only the customer's SWR journey, but about key destinations, attractions and London transport.
You'll need to be:
- A self-motivated individual who can deal with anything life throws at them in a calm and considered way.
- A great communicator who can talk to anyone and is passionate about doing the right thing.
- Someone who likes the great outdoors and being active, travelling about to different locations and at all times of the day.
Working pattern:
Our customers need us all day, every day (except Christmas day) and as part of the revenue protection team, you'll need to be able to work shifts at all times of the day and on every day of the week. On average you will work 37 hours a week, including early, late and weekend shifts. Early shifts start from 0500 and late shifts finish by 2300.
Additional Information:
Because we always need to be alert, we have very strict requirements around drugs and alcohol and you will need to pass a medical checking your general health. You will also need to be able to complete a number of assessments that make sure you are the right person for this varied yet demanding role in delivering great journeys for our customers. Applicants who require a visa must have at least 6 months remaining at the time of their appointment.
The Reward:
In return we offer a competitive salary and a variety of valuable benefits, including:
- Free duty and leisure travel on SWR services for employees
- Free leisure travel for spouse/partner and dependants (criteria dependent)
- 75% discount on many other train operating companies
- Full training and support with development
- Excellent pension scheme
Revenue Protection Assistant employer: South Western Railway
Contact Detail:
South Western Railway Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Revenue Protection Assistant
✨Tip Number 1
Get to know the company and its values! Before your interview, do a bit of research on the railway's mission and how they serve their customers. This will help you show that you're not just interested in any job, but specifically in being part of their Revenue Protection Team.
✨Tip Number 2
Practice your communication skills! Since you'll be interacting with customers daily, it’s crucial to demonstrate your ability to engage with people. Try role-playing common scenarios with friends or family to build your confidence and refine your approach.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you had to deal with tricky situations. Be ready to share these during your interview to highlight your calmness and tact when handling customer queries.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and genuinely interested in joining the team. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace Revenue Protection Assistant
Some tips for your application 🫡
Show Your Passion for Customer Service: When writing your application, let us know how much you love helping customers. Share any experiences where you've gone the extra mile to ensure someone had a great experience. We want to see that you're not just about checking tickets, but genuinely care about our customers' journeys.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see why you'd be a great fit for the Revenue Protection Team.
Highlight Your Problem-Solving Skills: This role requires a bit of tact and decision-making. In your application, share examples of how you've handled tricky situations in the past. Show us that you can think on your feet and make fair decisions when it counts.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at South Western Railway
✨Know the Role Inside Out
Before your interview, make sure you understand what being a Revenue Protection Assistant entails. Familiarise yourself with the responsibilities mentioned in the job description, like ticket checking and customer interaction. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Communication Skills
As a Revenue Protection Assistant, you'll need to communicate effectively with customers. Prepare examples of how you've successfully dealt with difficult situations or provided excellent customer service in the past. This will highlight your ability to handle queries and maintain a positive customer experience.
✨Demonstrate Problem-Solving Abilities
Think about scenarios where you had to make quick decisions, especially in challenging situations. Be ready to discuss how you would approach issuing a Penalty Fare Notice or resolving a customer complaint. This will show that you can think on your feet and act fairly, which is crucial for this role.
✨Be Ready for Shift Work Questions
Since the role requires flexibility with shifts, be prepared to discuss your availability. Show that you're willing to work early mornings, late nights, and weekends. This demonstrates your commitment to the job and understanding of the demands of the position.