At a Glance
- 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
South Western Railway (SWR) is an exceptional employer, offering a dynamic work environment at the Wimbledon Traincare Depot, where you can be part of a significant transformation in suburban travel with the new Class 701 fleet. Employees benefit from competitive salaries, extensive training and development opportunities, and generous perks such as free travel on SWR services for themselves and their families. Join a supportive team that values safety, quality, and innovation while connecting communities across South West London and beyond.
StudySmarter Expert Advice🤫
We think this is how you could land Revenue Protection Assistant
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at South Western Railway. 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 South Western Railway 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 Assistant
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 South Western Railway:Your cover letter is your chance to shine! Tell us why you want to work at South Western Railway 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 South Western Railway!
How to prepare for a job interview at South Western Railway
✨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.
