Revenue Officer - Talent pool

Job reference: SYS-3772

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Location Various
Business Area / Department Customer Services ~ Revenue Team
Salary & Benefits £24,329 per annum
Closing Date 27/06/2018

Revenue Officer - Talent pool

Job reference: SYS-3772

Additional Documentation

Can you help us make train travel fairer for our customers?

We are recruiting hard-working and passionate customer service Revenue Officers to join our talent pool across our network. These roles will be based in the Birmingham area, for our West Midlands Railway brand, and at London Euston, Hemel Hempstead, Milton Keynes, Northampton, Watford for our London Northwestern Railway brand.

The role will involve meeting customers, checking tickets and passes at stations and dealing effectively with passengers who don’t have a ticket. Understandably, these situations can escalate quickly, so whilst providing exceptional customer service, you’ll need to calmly diffuse potential situations, processing information quickly. You’ll need to be confident in making on-the-spot decisions – and be an outstanding ambassador for West Midlands Trains. 

At West Midlands Trains we want to ensure that all passengers are treated fairly when it comes to paying for a ticket to travel on our trains. Our aim is that passengers always travel with a valid ticket and a vital part of this is ensuring we have great people, and a positive staff presence at stations.

In addition to your normal day-to-day job, at times you will also support with crowd control duties at stations, particularly during special events or disruption. You’ll assist your fellow station colleagues to keep customers informed, whilst providing the highest level of service to help our customers to get to their destinations. The role will cover part time day shifts and part time night shifts (20 - 33 hours per week)

What’s a talent pool?

A talent pool is a group of talented people who have been through the recruitment process and are ready to join us when a vacancy arises as a Revenue Officer.

What do I need to do?

The Application Form

The application form is our first glimpse of you – so make sure you really demonstrate your ability to do this role and complete all sections carefully. We want to know a bit about you, your customer experience abilities and why you’d like to join our team.  

If you’re keen, apply as soon as possible, as sometimes we may close vacancies early due to high numbers of applications. 

Once the vacancy is closed, we will send you an online assessment, which will further assess your customer service skills.

The Assessment and Interview

Once you’ve passed the online assessment, we will invite you to a group interview (called an Assessment Centre), where we meet several applicants together, with a variety of tasks and group work. We know it can be a daunting process, but we’ll help you understand what to expect. It’s important for us, as we can assess candidates in a variety of situations that highlight the skills and behaviours we are looking for.

Successful candidates are then invited to an interview with our Customer Experience Managers for our teams. There will be some competency based questions and the chance to talk about the role in more detail – and for you to decide if we’re a good fit for you, too.

The Offer

If you have been successful at the above stages, you’ll find yourself in our Revenue Officer talent pool. At this point we will also start our onboarding checks. This will involve undergoing a criminal records check, Right to Work verification, referencing and full medical assessment including a drug and alcohol screen.

After obtaining satisfactory checks, successful candidates will find themselves embarking in their new roles in September and October.

Sound interesting? Apply below and you could find yourself in a rewarding career with West Midlands Trains.


In addition to a competitive salary West Midlands Trains offers a wealth of benefits including free travel on Abellio trains for you, your partner and dependent children, 75% discount on all other train travel over most of the UK rail network, development opportunities to help further your career with West Midlands Trains, and a contributory defined salary pension. 

We reserve the right to withdraw this advert at any time due to high volumes of applications (please submit your application as early as possible to avoid disappointment). Role is subject to union consultation. 

Applications will be considered from internal colleagues with 6 months experience after completion of their probationary period and a full check of absence and disciplinary records.