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:
1. To be an ambassador for Great Western Railway by delivering the best customer experience and a safe journey.
2. Uphold the railway byelaws and work by them.
3. Issue Penalty Fares to customers where appropriate, following the Railways (Penalty Fares) Regulations 2022.
4. 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.
5. To compile documentary evidence and, where necessary, present your evidence in court.
6. Detect and prevent fraudulent travel within the GWR network.
7. Write clear and accurate reports in accordance with PACE.
You'll need to be:
8. Enthusiastic, positive, and passionate about delivering outstanding customer service.
9. Flexible, with the ability to work a variety of shifts, including weekends and bank holidays and early starts and late finishes.
10. Able to work effectively when under pressure.
11. Confident to have challenging conversations with customers and to appear in court.
12. Able to remain calm and professional in conflict situations.
13. Have the ability to prepare written reports with a high degree of accuracy.
As a minimum, you will need to have:
14. The resilience and fortitude of mind to deal with hostility and negativity.
15. Excellent retail knowledge.
16. The ability to build relationships and work as part of a team.
17. The ability to keep calm and focused when under pressure.
18. Good literacy and an eye for detail.
19. 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:
20. 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,. Eurostar. Some benefits are available after a qualifying period.
21. Cycle to work and gym discounts.
22. Railway pension scheme.
23. 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