Recovery & Resolution Officer

Job Title: Recovery & Resolution Officer

BUSINESS FUNCTION: Customer & Commercial - DRPU ( Debt Recovery Prosecutions Unit)

SALARY: £31,386 - Training Salary first 6 month £26,679

Grade: CS3

LOCATION: Bradford Interchange - Must be willing to travel across the network when required

HOURS: Full Time - 12 Month FTC

We’re looking for a Recovery & Resolution Officer to join our team and play a key role in investigating incidents, resolving customer cases and supporting the recovery of outstanding revenue. This is a varied role where your judgement, attention to detail and investigative skills will directly contribute to protecting Northern’s revenue and supporting fair, consistent outcomes for our customers.

You’ll be someone who enjoys getting to the bottom of things. From reviewing reports and analysing information to gathering witness statements and CCTV evidence, you’ll piece together the facts and ensure cases are accurately documented and progressed within the required timescales.

What will you be doing?

You’ll be at the heart of our recovery and resolution activity, including:

• Investigating reported incidents and potential offences across the railway, using information from ticketing systems, CCTV and other sources
• Reviewing reports from customer-facing colleagues and responding to routine appeals, complaints and customer queries in line with agreed processes
• Gathering, checking and preserving evidence, including witness statements and supporting reports, to build robust evidence bundles
• Supporting civil and criminal prosecution activity by providing accurate and well-organised evidence to our legal teams where outstanding revenue cannot be recovered
• Working closely with colleagues across Customer Experience and Revenue Protection to resolve cases and provide guidance where needed
• Maintaining accurate records and ensuring all documentation is completed within specified timescales
• Processing payments, issuing correspondence and completing other administrative activity that keeps our recovery processes running smoothly
• Sharing your knowledge and experience with colleagues, helping new team members develop their skills and promoting consistent ways of working
• Identifying opportunities to improve our processes and raising these with the Recovery & Resolution Delivery Manager
• Deputising for colleagues when required and contributing to a collaborative, supportive team environment

About You

You’ll be naturally curious, organised and confident making decisions based on facts and evidence. You’ll be comfortable handling sensitive information and communicating with a wide range of people, including customers and colleagues across the business

• Excellent attention to detail and highly accurate data-entry skills
• Strong organisational skills, with the ability to prioritise competing workloads and meet deadlines
• Excellent IT skills, including strong competence across Microsoft Office
• Experience of complaint handling and conflict management
• The resilience to remain calm, professional and objective when dealing with challenging situations
• Strong communication skills and the ability to work collaboratively as part of a team
• Experience of supporting, coaching or mentoring colleagues
• The confidence to investigate information, identify discrepancies and make sound, evidence-based decisions
• A high level of integrity, confidentiality and professionalism

Knowledge of the rail industry and its regulatory environment would be an advantage, particularly the Railway Byelaws, Regulation of Railways Act, ticketing regulations, Conditions of Travel/Carriage and legislation relating to debt recovery and travel irregularity. An awareness of the Fraud Act would also be beneficial.

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.