Job Title: Revenue Protection Manager
Location: Liverpool Central - Hybrid work
Salary: £48,500 per annum
Contract Type: Full Time Permanent.
Hours: 35 Hours per week
Your Journey Starts Here
We are looking for an experienced and motivated Revenue Protection Manager to lead our frontline Revenue Protection operation.
This is a key operational leadership role, responsible for leading our Lead Revenue Protection Officers and Revenue Protection Officers and ensuring the team delivers a professional, consistent and effective approach across the Merseyrail network.
Working closely with the Head of Revenue Protection & Security, you will create a strong performance culture, develop our people and ensure resources are deployed effectively to tackle fare evasion and ticketless travel, while maintaining high standards of customer service.
You will also play an important role in delivering and developing our wider Revenue Protection Strategy.
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Lead, motivate and develop the Revenue Protection team, setting clear expectations and maintaining high standards of performance.
- Support and develop our Lead Revenue Protection Officers, enabling them to effectively lead and manage their teams.
- Drive operational performance against departmental KPIs, using performance and productivity information to identify opportunities for improvement.
- Plan and coordinate Revenue Protection activity across the network to maximise our deterrence of fare evasion and ticketless travel.
- Maintain a visible presence across the operation, understanding the challenges facing our frontline teams and supporting them to deliver.
- Work collaboratively with departments across Merseyrail and external partners, including British Transport Police and our security provider.
- Manage people matters fairly and consistently, including performance, attendance, development and formal people processes.
- Manage resources and overtime effectively, balancing operational requirements with budgetary responsibilities.
- Ensure the team operates professionally and in accordance with relevant legislation, policies, procedures and industry requirements.
We are looking for someone who can combine strong operational leadership with effective people management.
You will be comfortable leading a busy frontline operation, making decisions, challenging performance where necessary and supporting people to develop.
You should be able to demonstrate:
- Relevant experience within Revenue Protection or a comparable enforcement or operational environment.
- Strong people-management and leadership experience.
- Experience of managing and improving individual and team performance.
- A proven ability to deliver against targets and KPIs.
- The ability to analyse performance information and turn it into operational action.
- Strong communication and stakeholder-management skills.
- The ability to manage competing operational priorities and deploy resources effectively.
- A fair, consistent and confident approach to leadership and people management.
This role needs someone who is visible, engaged and prepared to lead from the front.
You will understand what is happening operationally, spend time with our teams, recognise good performance and be prepared to address areas where standards are not being met.
Just as importantly, you will create an environment where people understand what is expected of them, receive the right support and development, and are trusted to deliver.
If you have strong leadership skills, understand frontline Revenue Protection and want the opportunity to influence the future direction and performance of the department, we would like to hear from you.
Previous experience within rail Revenue Protection and knowledge of Penalty Fares, Railway Byelaws, railway legislation and prosecution processes would be advantageous.
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Final salary pension scheme
- Free staff travel on our network – unlimited free travel on Transport UK train operators and Northern Rail
- Discounted national rail travel – 75% discount on other train services across the UK, expanding to Europe after one year of service
- Family rail travel – your partner and dependents can also benefit from rail travel passes
- Health Shield membership – access discounted health and holistic care services
- Access to GP Anytime – speak face-to-face with a qualified GP, whenever you need to
- Hapi benefits portal – enjoy savings on shopping, lifestyle and holidays
- Wedding celebrations – take an extra day off if you get married on a working day
- Employee achievement and long service awards
- Involvement in major city events – play a key role in keeping our city moving during major events, working together as one team
What You Need to Know
Merseyrail reserves the right to close this advert early if we receive a high volume of applications. Incomplete applications may not be progressed or given additional time to complete in these circumstances.
Diversity Drives Us
As an equal opportunities employer, Merseyrail particularly welcomes applications from Black, Asian, Minority, Ethnic (BAME) backgrounds as they are currently underrepresented. All appointments will be made on merit of skill and experience relative to the role.
Using AI? Be Authentically You
We understand some applicants may use AI tools to help refine their applications, and that’s fine. However, we’re most interested in your experience, in your words. Answers that feel overly generic or lack personal insight may be discounted, so please make sure your responses reflect you.
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.
