Revenue Protection Officer

We are proud to be One Team at East Midlands Railway (EMR). We are passionate about keeping people safe, delighting our customers, doing the right thing and delivering easier journeys every day. With over 2,600 employees, our people are the reason we are so successful, and the Customer Service team make a crucial contribution to this. 

Nine times accredited as a Top Employer, we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work. 

Are you confident, observant, and passionate about delivering excellent customer service? Do you enjoy working in a dynamic environment where no two days are the same? If so, we’re looking for you to join our team as a Revenue Protection Officer based at Nottingham.

In this vital front-line role, you'll be a visible presence on trains and at stations, ensuring that passengers are travelling with valid tickets, addressing fare evasion, and offering support and information to customers. You’ll play a key part in protecting revenue, supporting safety, and upholding the integrity of the rail network.

Ensuring we maintain maximum revenue protection is a key priority for East Midlands Railway and the roles of Revenue Protection Officers are critical to ensuring this is carried out effectively. 

This role will be required to work with the wider customer experience front line teams to ensure we are maximising our revenue. We’re looking for individuals who are enthusiastic, positive and passionate about ensuring excellent customer service is always provided.  

Here is a little snippet into what the role could look like for you. Meet one of our fantastic Revenue Protection Officers, Charlie!

https://www.youtube.com/watch?v=R4q1CoQsBEg

Key responsibilities 

Carrying out ticket inspections and enforce fare regulations in a fair and consistent mannerIssuing penalty fares or prepare reports for potential prosecutions where appropriate. Help detect and prevent fraudulent travelWorking closely with the British Transport Police During special projects, which may include plain clothes exercisesBeing conversant with revenue protection standards and policy, ensuring compliance with Revenue Protection HandbookIn times of disruption work to support front line Customer Experience staff to ensure all our customers are kept fully informedConduct interviews and keep an accurate record of any conversationsObtain evidence of fraudulent travel activity (including by means of Body Worn Video)Prepare and submit reports and any other reports relevant to your role and attend court as required

 

At EMR we want to proactively embrace diversity across our workforce and recognise that we are under-represented in terms of females and ethnic minority groups. We’re therefore taking positive steps to promote a positive and inclusive culture; we welcome applications from those that identify with these groups to better represent our communities.

What We’re Looking For

Excellent communication and interpersonal skills.Confidence in dealing with challenging situations and enforcing rules tactfully.A strong sense of integrity and professionalism.Experience in a customer-facing role (not necessarily in rail).The ability to remain calm under pressure and manage conflict constructively.Attention to detail and strong record-keeping skills.Willingness to work shifts, including early mornings, evenings, weekends, and public holidays.

 

As well as a competitive salary, we’ll also offer you:

Excellent Railway Pension schemeFree Standard Class travel on East Midlands Railway and our partnering Train Operating companiesFriends and Family discounted Tickets on the EMR Network75% discount on National Travel (inc partner and dependants)Various training opportunities…and many more!

 

Ready to take on this exciting opportunity? Submit your online application form and upload your CV today. As we use a blind screening process, please ensure your CV does not include any personal details such as your name or contact information.

We are committed to treating all applicants fairly, consistently, and with respect at every stage of the recruitment process.

 

Closing Date: 20 May 2025

Department: Customer Experience

Salary: Year 1 salary: £31,414.37, Year salary: £33,159.61, Year 3 salary: ££34,904.86