Fraud Controller – Revenue Protection & Customer Service

About the role

The Fraud Controller ensures a high level of customer service while protecting revenue on trains and at stations. The role combines undercover ticket inspections, crowd management, and operational support to deter fraud, vandalism, and anti‑social behaviour.

Key responsibilities

• Conduct undercover journeys to identify revenue‑protection issues and enforce carriage rules.
• Inspect tickets using portable checking and vending machines, issue penalty fares, and process violation reports.
• Provide proactive passenger information, explain fare‑machine operation, and assist with mobility needs.
• Support colleagues during service disruptions, emergencies, and crowd‑control situations.
• Report faults, safety hazards, and incidents promptly to supervisors.
• Handle cash registers responsibly, complete shift receipts, and document payments.

Required profile

• Strong awareness of fraud, revenue protection, and cash‑handling procedures.
• Ability to work undercover and interact professionally with passengers.
• Commitment to safety culture and accurate incident reporting.
• Flexibility to support operations during degraded service or emergencies.

Required skills

• Proficiency with portable ticket‑checking and vending equipment.
• Knowledge of railway by‑laws and carriage rules.
• Cash‑handling accuracy and record‑keeping.

What we offer

• Dynamic work environment on trains and at busy stations.
• Opportunities to develop expertise in revenue protection and passenger safety.