Description A fantastic opportunity has arisen to join the Revenue Protection Department as a Revenue Protection Officer. As a Revenue Protection Officer, you will be working with the public daily in a demanding but rewarding environment. You will play a pivotal role in the minimisation of fare evasion and revenue loss by ensuring passengers have the correct tickets and passes, along with the issuance of penalty fares where and when required. The Revenue Protection Department places great importance on the company’s four core values, and you will be expected to consistently show understanding and demonstration of these within the role at all times. You will need to maintain the optimum levels of both professionalism and excellent customer service. As a Revenue Protection Officer you will work closely with British Transport Police, Carlisle Security and any other relevant parties to ensure a safe environment at all times for the general public, customers and members of staff alike. You will also need to be prepared to attend court in relation to incidents of fraudulent travel, as and when required to do so. You will also play a key role in major events and network disruption ensuring that the customer is receiving the very best service that Merseyrail has to offer. Key Responsibilities Managing conflict situations to a safe resolution Maintaining a fair but firm approach to incidents of ticketless travel Ensuring customers feel valued at all times, particularly throughout train service disruption or events Minimising the opportunity for passengers to travel without a valid ticket or pass Issuance of enforcement notices upon discovering incidents of ticketless travel Maintaining a professional appearance and attitude at all times Effectively communicating with customers, providing ‘real time’ information when necessary Expected to self-manage when unsupervised Ensuring a duty of care is given to all customers, colleagues and self at all times whilst carrying out daily duties Spending long periods of time standing/walking Skills, Knowledge and Expertise Good general standard of education, to G.C.S.E. level. Experience of dealing with challenging and confrontational situations. Experience of working in a regulated environment where the application of rules, regulations or legislation is evidenced. Evidence of a customer focused attitude and pleasant customer approach. Evidence of working as part of a team and on own initiative. Good communication skills, both written and oral. Experience of shift-working, including Sundays. About Merseyrail Merseyrail stands out as one of the most punctual and reliable rail networks in the UK. Over the last 15 years, we consistently achieve customer satisfaction scores above 90%, winning multiple national awards for our exceptional customer service and punctuality With around 1,200 employees, we recognise that our team members play a vital role in our ongoing success. We’re committed to investing in the development of our people and fostering inclusive practices that empower everyone at Merseyrail to reach their full potential. As a self-contained network, we proudly offer the most affordable fares in the country. We operate over 600 regular services daily to 69 stations throughout the Liverpool City Region, with our four underground stations running trains every few minutes. On average, more than 90,000 passengers travel with us weekdays, and Liverpool Central station ranks among the busiest stations outside of London. We’ve modernised significantly in recent years, with our new state-of-the-art trains now on the network. These brand-new electric and environmentally friendly trains, designed specifically for the Merseyrail network, feature pioneering sliding step technology, making us one of the most accessible networks in the UK. We’ve also refurbished many of our city centre stations, achieving step-free access at two-thirds of Merseyrail stations. We are working closely with the LCRCA to achieve our Metro Mayor's vision of a step-free network by 2030. We’re also developing use of online ticketing in the near future, to then be followed by the introduction of barriers requiring just a tap of a contactless bank card. We are actively engaged in the continuous development of our network. In 2023 we opened Headbolt Lane station, which extends the Kirkby line and benefits many additional passengers in the local area. Additionally, plans are underway for a new station, Liverpool Baltic Station, located just south of Liverpool City Centre. This station will serve the Baltic Quarter, the city's fastest-growing area, which is recognised as one of the UK's coolest neighbourhoods.