Over 60 million passenger journeys a year are made using our trains and we manage 150 stations and operate over 1,300 services a day. That's a lot of customers! To provide this service we need a great team of employees supporting our purpose and our visionary goals and values.

An exciting opportunity has arisen for a Revenue Officer, to join our London Northwestern Customer Experience team to cover our Milton Keynes gate lines on a full time, fixed term basis for 6 months. 

In this role, you’ll ensure that all travelling passengers are in possession of a valid ticket for their journey whilst providing exceptional customer service at all times. 

Duties will include:

• Ensure compliance with all safety responsibilities, reporting any unusual occurrences and/or unsafe practices in line with company procedures. This would also include alerting station security staff and/or British Transport Police to any anti-social behaviour.
• Undertake full inspection of tickets (including ITSO smartcards and Oyster cards), passes and rail cards at stations dealing effectively with passengers who are not in possession of a valid ticket. This will include issuing Penalty Fares to those passengers not in possession of a valid ticket without a valid reason, and to issue appropriate tickets to those passengers not liable to a Penalty Fare
• Operate automatic ticket gates where in place.
• Undertake customer service or crowd control duties at home or other stations, including during special events and disruption.
• Report any unexpected ticket office closures, excessive queues for tickets or faulty self-service ticket machines in line with company guidelines.
• Conduct interviews with those suspected of travelling fraudulently under the terms of the Police & Criminal Evidence Act 1984 as it relates to the questioning of suspects.

Our ideal candidate will:

• Numeracy and literacy skills to a level equivalent to GCSE grade A-C in Maths and English. NVQ in Customer Service is desirable.
• Understanding of WMT operations, ticketing and geography covered
• Experience of working in a customer service and retail environment is desirable, and experience of working in a cash-handling environment is especially advantageous.
• Ability to demonstrate excellent levels of customer service
• Ability to deal effectively with customers, especially those who do not have valid tickets
• Ability to communicate confidently and effectively with all customers and colleagues
• Be willing and able to make effective 'on the spot decisions taking into account all relevant information
   

This role involves shifts and weekends and you will be required to wear uniform. All successful new entrants will be required to undergo a criminal records check, Right to Work verification, referencing and full medical assessment including a drug and alcohol screen.

In addition to a competitive salary West Midlands Trains offers a wealth of benefits including free travel on Abellio trains for you, your partner and dependent children, 75% discount on all other train travel over most of the UK rail network, development opportunities to help further your career with West Midlands Trains, and a contributory defined salary pension. 

We reserve the right to withdraw this advert at any time due to high volumes of applications (please submit your application as early as possible to avoid disappointment).

Applications will be considered from colleagues with 6 months experience after completion of their probationary period and a full check of absence and disciplinary records.