About the team? 

This role sits within the On Train team for the West region.  The Revenue team consists of Ticket Examiners and Revenue Protection Inspectors and these members work closely with guards on board the trains and with station staff, particularly when supporting the region's major events.

What is the job?

You will support the Area Revenue Protection Manager in leading the Revenue Protection Team for the West region, developing and implementing systems to reduce or eliminate ticketless travel.  You will help ensure the department operates professionally, meeting or exceeding targets whilst maintaining an excellent level of customer service. You will deputise for the Area Revenue Protection Manager, as required.

What are the main responsibilities?

• To assist in leading and motivating our Revenue Protection Inspectors and Ticket Examiners to deliver outstanding customer service.
• To coach and develop colleagues and manage performance.
• To drive up the standards and reduce ticketless travel.
• To co-ordinate revenue activities, such as revenue blocks and attendance at special events, with Stations and On Board colleagues.
• To liaise with British Transport Police and other external agencies.
• To plan effective and efficient rosters.
• To support and deputise for the Area Revenue Protection Manager.
• To undertake an on-call commitment.

What are you looking for?

• We are looking for someone who is pro-active in their approach to managing colleagues and achieving KPls.
• You will need to be passionate about delivering exceptional customer experience.  You will have an eye for details and will be able to analyse performance and identify areas for improvement. 
• You will enjoy the challenge of being able to identify and implement strategies to reduce ticketless travel.
• The role requires you to be adaptable in your hours, including early starts and late finishes.

What do I need?

• Experience of establishing relationships with colleagues and stakeholders at all levels.
• The ability to lead and motivate a team.
• Excellent written and verbal communication skills.
• Strong analytical skills.
• A passion for customer service.
• Knowledge of PACE would be advantageous.

Where is the job?

The position is based in our depot at Plymouth station but will require travel to depots and stations throughout Cornwall and Devon.

What else do I need to know?

The position carries an on-call commitment.

 The Reward?

As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including on-going development, defined benefit pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, discounted shopping and an employee assistance programme.

 We all belong at GWR. This is our vision for providing an inclusive environment for all our colleagues, ensuring all candidates have an equal opportunity to access meaningful employment. 

We value our differences such as age, gender, LGBTQIA, ethnicity, religion and disability. We maintain zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition such as dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity/