Revenue Protection & Security Manager

Application Deadline: 13 August 2026

Department: Customer Experience

Employment Type: Permanent - Full Time

Location: Birmingham New Street

Reporting To: Danielle Roberts

Compensation: £41,794 / year

Description

This is an interesting and varied role that has a big impact. You will work with customers to help and support them with their journey as well as identify, manage, and prevent fare evasion and fraudulent activities.

We are seeking Revenue Protection & Security Managers based out of Birmingham New Street who will plan and undertake a range of intelligence-led revenue protection. These consist of inspecting passengers’ tickets and collecting fares from those who haven’t paid.

• You’ll interview suspected fare evaders, fill out forms, and process related paperwork.
• Sometimes work on our gate lines (or ticket barriers) helping station colleagues carry out ticket checks.
• Work collaboratively with other departments, external stakeholders, and train companies to achieve the company objectives for minimizing ticketless travel and improving customer satisfaction measures.

Your Training

• You’ll complete a mix of classroom-based and on-the-job learning, covering everything from functional skills to conflict management.

Your Shifts

• You will work a varied shift pattern, which includes weekends and bank holidays covering first to last train services.
• You will work to a roster; some flexibility is required.
• You’ll need to be on your feet throughout your shift and ready to work, whatever the weather.

Key Responsibilities

• To minimize ticketless travel, promote the purchase of tickets before travel, and gather additional revenues by travelling throughout the WM Trains network, checking tickets, and intervening when examples of ticketless travel are identified.
• Identify where and when ticketless travel is happening on the network by gathering and analyzing information from personal observation, reviewing ticketless travel surveys, and talking to passengers and colleagues.
• Investigate instances of fraudulent travel based on information received, and take appropriate action to minimize loss of revenue and reduce the risk of further fraudulent behavior.
• Work with colleagues to develop and implement a plan that responds to the intelligence that is coming in about ticketless travel, including where and when to focus resources and the most appropriate forms of deployment.
• In collaboration with colleagues and in line with any agreed plans, minimize revenue losses from ticketless travel by undertaking specific revenue protection initiatives, including deployment to particular routes, blockades, and following up persistent examples of fare evasion.
• When required, provide a revenue protection or customer service presence and/or manage others, including third-party agencies and contractors, at special events such as football matches and music concerts by supplementing normal barrier ticket checks and providing additional presence at key points in the station.
• Supporting the safety of customers who may have special requirements for many various reasons, under the influence, situations where they are at risk of harm.