Revenue Protection Inspector - Worcester Shrub Hill

Salary £40,249

Who are we?

GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world.  We have some of the newest trains in the country and exciting plans to extend our services.   With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall and South Wales to London, passing through beautiful country and some of the UK's top tourist destinations. 

We are transforming the way people think about train travel, empowering our team of over 6,000 people from all different backgrounds to make it a great experience for our customers.  Together, we will revalue rail as a very special way to travel – relaxing, fast, efficient, friendly and fun.

About the team:

Revenue Protection Inspectors are part of the on-board team and work with Ticket Examiners and Guards on trains, and support colleagues at stations for revenue blocks and special events.

About the job:

As a Revenue Protection Inspector, you will liaise with colleagues to deliver a world-class customer experience throughout the journey and will ensure that everyone using GWR services has a valid ticket for travel. We are proud in GWR to share a common set of values. These help us deliver for our customers, drive business growth, and serve our communities across the East. It's your job to travel on our trains, inspect passenger's tickets and collecting fares from those who haven't paid. You'll interview suspected passengers with ticketing issues under caution and question them. You will then compile your evidence, fill out forms, and process paperwork. But even in these moments, we're looking to you to make passengers feel good about their experience with us.

Your main responsibilities will be:

• To be an ambassador for Great Western Railway by delivering the best customer experience and a safe journey.
• Uphold the railway byelaws and work by them.
• Issue Penalty Fares to customers where appropriate, following the Railways (Penalty Fares) Regulations 2022.
• To conduct interviews under caution where fraud or fare evasion is suspected or has been detected, in line with police and criminal evidence act 1984 (PACE) legislation.
• To compile documentary evidence and, where necessary, present your evidence in court.
• Detect and prevent fraudulent travel within the GWR network.
• Write clear and accurate reports in accordance with PACE.

You'll need to be:

• Enthusiastic, positive, and passionate about delivering outstanding customer service.
• Flexible, with the ability to work a variety of shifts, including weekends and bank holidays and early starts and late finishes.
• Able to work effectively when under pressure.
• Confident to have challenging conversations with customers and to appear in court.
• Able to remain calm and professional in conflict situations.

• Have the ability to prepare written reports with a high degree of accuracy.

As a minimum, you will need to have:

•  The resilience and fortitude of mind to deal with hostility and negativity.
• Excellent retail knowledge.
• The ability to build relationships and work as part of a team.
• The ability to keep calm and focused when under pressure.
• Good literacy and an eye for detail.
• IT skills.

Working Pattern:

We are committed to fostering an inclusive and supportive environment for all and encourage applications from women and those with caregiving or other responsibilities. Shift patterns are designed with advance notice, to allow better planning a better work life balance. We aim to provide a workplace that supports flexibility, ensuring that diverse needs are accommodated. Whether returning to work or seeking a new career path, we welcome applicants from all backgrounds to join our team.

This role will require you to work a variety of shifts which will include early starts and late finishes as well as weekends and bank holidays. You're starting and finishing times may be at times when public transport is not available so you must be able to get to and from the station without relying on this.

Additional Information:

You must live within a maximum of 60 minutes' travelling time of the depot.

Benefits include:

• Free travel on all GWR services for yourself, a partner, and your children, along with 75% discounts on other rail providers for leisure travel. Additional benefits include discounts on Family & Friends tickets and access to European rail services, e.g. Eurostar. Some benefits are available after a qualifying period.
• Cycle to work and gym discounts.
• Railway pension scheme.
• Your training will include a local induction, customer service, commercial skills, first aid, fire safety, disability awareness and conflict management; this will be professionally delivered to give you all the tools you need to master this interesting role. Diversity and inclusion are a big part of who we are in GWR, we are not looking for people to fit into our culture but add to it. Proactively embracing diversity across the workforce.

In case of technical difficulties when submitting your application, please contact the Recruitment Team at gwrrecruitment@gwr.com

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 gym membership 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 a 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, for example, 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/