JOB INFORMATION:
Location Base - Battersea Park Station
Pay: £12.71 - £21.52
(note: you MUST be fully flexible to work)
Various HOURS / SHIFTS As Per Weekly Rosters
DAYS Sunday – Saturday - Early starts could be from: 05:00am - Latest finish could be from: 02:00am
JOB PURPOSE:
In this role, you are key to detecting and preventing fraudulent rail travel across the GTR network. By doing this, you will help reduce the Revenue at Risk (RaR) to the business. You play a vital role in delivering high‑quality customer service while supporting the safety, security, and revenue protection of GTR. Your duties fall into three main categories – revenue protection, customer service, and security. You will work in a fast‑paced environment where high standards of courtesy, proactive assistance, and
Teamwork is essential. The role includes working with colleagues on trains and at stations, checking tickets and scanning contactless cards and barcoded tickets to ensure every customer has the correct ticket, and every ticket is checked.
SUMMARY OF DAILY DUTIES:
Key Responsibilities:
- Ticket inspection: Check passengers’ tickets on trains, stations, or buses to ensure they are valid
- Prevent fare evasion: Identify passengers traveling without a ticket or with incorrect tickets
- Issue penalties: Issue Penalty Fare Notices or reports for prosecution when someone travels without paying
- Customer assistance: Help passengers understand ticket rules and routes.
- Conflict management: Handle disputes or difficult situations calmly and professionally
- Evidence gathering: Record details of incidents, take statements, and complete official reports
- Patrolling: Work across multiple stations and trains across the Southern route to monitor compliance with ticketing rules
- Issue tickets to customers not liable for a Penalty Fare
- Conduct PACE‑compliant interviews under caution, complete required reports, and attend court when necessary.
- Work alongside contracted security officers, PCSOs, REOs, and BTP to support staff and Customer safety while prioritising your own safety.
- Collaborate effectively with internal stakeholders to support operational priorities and delivery.
- Report for duty on time in full, well‑maintained uniform, meeting all presentation and hygiene standards.
- Ensure your environment and all issued equipment remains clean, serviceable and report faults promptly.
- Address litter or issues that could affect safety or security.
- Maintain cleanliness standards by
- Complete all required forms and documentation related to your role.
- Aid customers, including those with special needs or reduced mobility, using ramps where required.
- Report all accidents using the appropriate processes.
- Provide an initial response to passenger communication cord activations
- Taking reasonable care of your own health and safety and that of any person who may be affected by your acts or omissions at work;
- Carrying out any work in accordance with any training, instruction, or company procedure that is relevant to your position;
- Informing your Line Manager of any health and safety problems identified by yourself or identified to you by your staff or any other person
- Using any safety equipment provided by GTR in a proper and appropriate manner
- The health, safety and welfare of any staff or any other persons who are under your control;
Typical Duties During a Shift:
- Boarding trains or moving around stations to check tickets
- Using handheld devices to scan or validate tickets
- Speaking with passengers who cannot provide a valid ticket
- Completing reports or paperwork for unpaid fares
- Working with transport police when necessary (for serious cases)
- Working within a large team on a daily basis to provide revenue support across a variety of locations in the Southern Inner area.
Skills and Requirements:
- Concise, Clean and Strong communication
- Ability to stay calm in confrontational situations
- Good attention to detail
- High understanding of numeracy and report writing skills
- Ability to work shifts, including early mornings, nights, and weekends
- Able to work a minimum of 35 hours a week
- Good understanding / knowledge of information provided to them (quick learner) as knowledge is key
- Team Player
- Focused and adaptable
- Able to pre-empt potential situations that could arise
- Railway Knowledge
- Outstanding Customer Service
- Have a presence and able to build rapport with passengers
- Professionally confident in the role and in following the correct policies and procedures on a day to day basis
Training: (All Provided By Ontrak)
- Penalty Fares (3 Days)
- Customer Service (1 Day)
- Conflict Management (1 Day)
- SPOE (5 Days)
- A background check (DBS) is required – Will be conducted by Ontrak
- Drug & Alcohol Medical – Will be conducted by Ontrak
Experience:
- Previous experience essential delivering customer service, with evidence to support
- Previous experience desirable in respect of cash handling
- Previous experience desirable in working in a challenging and unpredictable Working environment Shift working experience is desirable
Working Environment:
- On trains, platforms, and ticket barriers
- Often standing or walking for long periods
- Busy and fast paced environments
- Working shifts (including weekends and holidays)
- Occasionally dealing with difficult passengers
Please note:
Ontrak UK LTD is a temporary agency who recruit candidates for projects and temp roles. This means we are solely depending on the clients requests and this is subject to change weekly. Hours each week can differ and you could receive up to 72 hours a week, but this is never guaranteed. Projects can come to an end whenever the client requests it to and hours can reduce at any point they ask.
Due to this position being customer-facing, we have a statutory duty (under Part 7 of the Immigration Act (2016) to ensure that all post holders have a sufficient command of spoken English/Welsh to effectively meet the job requirements.
Job Type: Full-time
Pay: £12.71-£21.52 per hour
Work Location: In person
