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Revenue Protection Assistant - Staines

Who are we?

South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England and the Isle of Wight.

Join our team and help us continue to improve quality of life by bringing people together to get the most out of life.

SWR is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier.  FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.

About the job:

Revenue Protection is more than just checking tickets; it's about ensuring that our railway is operated for the benefit of all our customers. As part of the Revenue Protection Team, you are visibly fair – making sure that customers have the correct tickets for travel, fairly dealing with situations and minimising fare evasion. You have a huge part to play in customer experience too; having a large presence on our trains and platforms means that you need to be ready to answer all kinds of questions and help our customers as best you can, as well as striving to achieve our vision of every ticket checked.

Your main responsibilities will be:

  • You will be responsible for making sure everyone you talk to in a day has the right ticket for their journey. This will often mean selling the ticket to the customer, but also requires skill and tact to take the right decision as to when to issue a Penalty Fare Notice or take other action.
  • Normally working with others in a pair or group, you will interact with customers at stations and on trains checking their tickets and dealing with any queries they may have about their journey.
  • As your experience grows, you will become the font of all knowledge about not only the customer's SWR journey, but about key destinations, attractions and London transport.

You'll need to be:

A self-motivated individual who can deal with anything life throws at them in a calm and considered way. You are a great communicator and can talk to anyone and are passionate about doing the right thing. You like the great outdoors and being active, travelling about to different locations and at all times of the day.

About the location

Staines Train Station is situated in Southwest London and provides an excellent link between Central London, Reading, Windsor and Eton and a convenient link to Heathrow Airport. It is easily accessible by public transport and it has step-free access to all platforms. 

Working pattern

Our customers need us all day, every day (except Christmas day) and as part of the revenue protection team, you'll need to able to work shifts at all times of the day and on every day of the week.

On average you will work 37 hours a week, including early, late and weekend shifts.

Early shifts start from 0600 and late shifts finish by 2200.

Additional Information:

Because we always need to be alert, we have very strict requirements around drugs and alcohol and you will need to pass a medical checking your general health. You will also need to be able to complete a number of assessments that make sure you are the right person for this varied yet demanding role in delivering great journeys for our customers.

Applicants who require a visa, must have at least 6 months remaining at the time of their appointment.

 The Reward:

In return we offer a competitive salary and a variety of valuable benefits including free duty and leisure travel on SWR services for employee, free leisure travel for spouse/partner and dependants (criteria dependant), 75% discount on many other train operating companies, a range of retail benefits and an excellent pension scheme. 


We all belong at SWR. FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below.  We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

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Station Approach, Kingston Road, Staines, Middlesex, United Kingdom, TW18 4LY
  • Ref:
  • Company:
    South Western Railway
  • Website Skillset:
  • Contract Type:
    Permanent - Full Time
  • Contracted Hours:
  • Location:
  • Salary:
    £28,430 per annum plus £951 regional allowance per annum
  • Closing Date:
    24 September 2023
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