Revenue Protection Officer
Grade RO2s, full-time role based in Sheffield.
About the role
Join our frontline Customer & Revenue Protection Team as a Revenue Officer. You’ll be a visible and approachable presence on our network, helping to protect revenue, support customers, and uphold the highest standards across our trains and stations. This is a fantastic opportunity for someone who thrives in a people-facing role, enjoys problem-solving, and wants to make a real difference to passengers’ journeys.
Responsibilities
- Provide exceptional customer service to every passenger.
- Act as an Authorised Collector, dealing with travel irregularities, unpaid fare notices, travel incident reports, and penalty fares.
- Work hand-in-hand with Conductors to maximise revenue protection.
- Check, validate, and issue tickets on board.
- Complete reports and documentation to support revenue protection activity.
- Identify, report, and act on revenue protection opportunities.
- Maintain a safe and tidy working environment.
- Ensure full compliance with cash handling and railway regulations.
- Complete assessments to maintain competency in the role.
Requirements
- Strong written and verbal communication skills.
- Great interpersonal skills and confidence dealing with the public.
- A good understanding of railway geography (or willingness to learn).
- A commitment to excellent customer service.
- The ability to remain calm, professional, and assertive when needed.
- Successful completion of training, including examinations in customer care and commercial duties.
- NVQ Level 3 in Conflict Management (or willingness to work towards it).
Safety
- Take reasonable care for your own safety and that of others.
- Follow all health, safety, and environmental procedures.
- Use PPE and safety equipment correctly.
- Report incidents, hazards, or unsafe conditions.
- Complete emergency procedures when required.
- Work only within your level of training and competence.
Although this is not a Safety Critical or Key Safety post, you’ll still play a crucial part in promoting a positive safety culture across the network.
Benefits
- Free Travel: Unlimited free travel for you, your partner, and your dependents on Northern services, plus up to 75% discount on other networks in the UK and Europe.
- Generous Pension Scheme: We top up your contributions by 1.5 times.
- Enhanced Family Benefits: 9 months of full pay for maternity leave and 2 weeks for paternity leave.
- Cycle to Work Scheme: Save up to 42% on a bike and spread the cost.
- Electric Car Scheme: Lease a brand new electric or plugin hybrid car.
- Exclusive Discounts: From shopping to wellbeing, Northern Perks has you covered.
- Employee Assistance Programme: 24/7 support for family, lifestyle, and more.
- Training and Career Development: Tailored training and opportunities to gain recognised qualifications, plus enhanced career pathways.
- Recognition: Northern Lights and Northern Sparks Awards, celebrating brilliance every day.
Pay
£27,004 per annum.
About Us
We’re more than just a train operator. We’re the heartbeat of the North—connecting communities, creating opportunities, and driving sustainable growth. With 2,650 trains running daily, we’re on a mission to improve rail travel and enhance the customer experience while protecting the environment. Back in 1825, the first passenger train set off in the North of England, beginning a journey that would transform travel across the world. We’ve recently celebrated 200 years of the modern railway and, as we reflect on that legacy, our focus is now on the future as Great British Rail takes shape. Join us at this pivotal moment in rail history and play your part in our journey.
A place for everyone: At Northern, we’re building a team where everyone feels they belong. Our talent team can make reasonable adjustments to the process if needed. We're also a Level 2 Disability Confident employer, so if you meet the minimum criteria for the role, we’ll always offer an interview. All successful offers will be subject to a DBS check and a medical assessment.