Job Title: Revenue Protection Officer
BUSINESS FUNCTION: Customer & Commercial
SALARY: £27,004
Grade ROLE TYPE: RO2s
LOCATION: Middlesborough
HOURS: Full Time
Revenue Officer – Join Our Frontline Customer & Revenue Protection Team! Are you confident, customer‑focused, and ready to play a key role in keeping our railway running safely and smoothly? We’re looking for a Revenue Officer to help protect revenue, support customers, and uphold the highest standards across our trains and stations. This is a fantastic opportunity for someone who thrives in a people‑facing role, enjoys problem‑solving, and wants to make a real difference to passengers’ journeys
What you’ll be doing
- As a Revenue Officer, you’ll be a visible and approachable presence on our network. Your day will include:
- Providing exceptional customer service to every passenger
- Acting as an Authorised Collector, dealing with: Travel irregularities Unpaid Fare Notices Travel Incident Reports Penalty Fares
- Working hand‑in‑hand with Conductors to maximise revenue protection
- Checking, validating, and issuing tickets on board
- Completing reports and documentation to support revenue protection activity
- Identifying, reporting, and acting on revenue protection opportunities
- Maintaining a safe and tidy working environment
- Ensuring full compliance with cash handling and railway regulations
- Completing assessments to maintain competency in the role Every day will be different — and you’ll be at the heart of creating safer, smoother, and fairer travel for all
About you
We’d love to hear from you if you have:
- Strong written and verbal communication skills
- Great interpersonal skills and confidence dealing with the public
- A good understanding of railway geography (or willingness to learn!)
- A commitment to excellent customer service
- The ability to remain calm, professional, and assertive when needed
- Successful completion of training, including examinations in customer care and commercial duties
- NVQ Level 3 in conflict Management (or willingness to work towards it)
Safety Matters Safety is at the heart of everything we do.
In this role you will:
- Take reasonable care for your own safety and that of others
- Follow all health, safety and environmental procedures
- Use PPE and safety equipment correctly
- Report incidents, hazards or unsafe conditions
- Complete emergency procedures when required
- Work only within your level of training and competence Although this is not a Safety Critical or Key Safety post, you’ll still play a crucial part in promoting a positive safety culture across the network.
What’s in it for you?
At Northern, we don’t just value our people - we go the extra mile to support them. Here’s a taste of what you can look forward to:
Free Travel: Unlimited free travel for you, your partner, and your dependents on Northern services. Plus up to 75% discount on other networks in the UK and Europe
Generous Pension Scheme: We top up your contributions by 1.5 times
Enhanced Family Benefits: We offer 9 months of full pay for maternity leave and 2 weeks for paternity leave. Cycle to Work Scheme: Save up to 42% on a bike and spread the cost
Electric Car Scheme: Lease a brand new electric or plugin hybrid car
Exclusive Discounts: From shopping to wellbeing, Northern Perks has you covered. Employee Assistance Programme: 24/7 support for family, lifestyle, and more
Training and Career Development: We offer tailored training to our colleagues and opportunities to gain recognised qualifications. Plus enhanced career pathways no matter what part of the business you’re in
Recognition: We know how important it is to show how much we appreciate our people. That’s why we have our Northern Lights and Northern Sparks Awards, recognising and celebrating brilliance every day
Why Northern? We’re more than just a train operator. We’re the heartbeat of the North – connecting communities, creating opportunities, and driving sustainable growth. With 2,650 trains running daily, we’re on a mission to improve rail travel and enhance the customer experience while protecting the environment. Back in 1825, the first passenger train set off in the North of England, beginning a journey that would transform travel across the world. We’ve recently celebrated 200 years of the modern railway and, as we reflect on that legacy, our focus is now on the future as Great British Rail takes shape. Join us at this pivotal moment in rail history and play your part in our journey.
A place for everyone The best journeys happen when everyone feels welcome on board. At Northern, we don’t just move people from A to B - we’re building a team where everyone feels they belong. Our talent team can make reasonable adjustments to the process if that’s something you need. We're also a Level 2 Disability Confident employer, so if you meet the minimum criteria for the role, we’ll always offer an interview. We automate parts of our screening process to remove any unconscious bias and to make sure every application is treated fairly. All successful offers will be subject to a DBS check and a medical assessment. No matter your background, experience, or whether you call it a bap, barm, or cob… there’s a place for you here in the railway.
