Retail Systems Support Officer

Job Introduction

We are seeking a Retail Systems Support Officer (Attended Systems) to join our team based from Gravesend Station.

The post holder will support our retail objectives ensuring high standards of systems availability in all operations and when new products, equipment and software releases are introduced by carrying out necessary tests to the relevant ticket issuing systems.

You will provide a helpdesk function for frontline staff and management who request assistance with systems and processes and to help expedite the resolution of issues with suppliers.

You will actively monitor the systems and associated support contractors to identify real time issues and take appropriate remedial actions to address matters to a final resolution

The Ideal Candidate

To be considered for this role we recommend you demonstrate the below in your application;

• Experience of working with and knowledge of transport ticketing technologies and systems as well as the rail fares structure and regulations within the South East area (including Oyster and Travelcards).
• Computer literate (good IT skills e.g. Word, Outlook and IT networks and Excel for gathering, analysing and interpreting data)
• Ability to identify and rectify TVM faults through in-depth working knowledge of these devices and component parts as well as assist staff in fault rectification.
• Good inter-personal and communication skills
• Excellent time management abilities to prioritise workload during peak periods
• Experience of researching, gathering and analysing data
• Ability to review basic contractual SLAs for monitoring purposes (desirable)
• Knowledge of station access agreements (desirable)
• Understanding of station management processes and contract management principles (desirable)
• Exposure to working as part of a project team (desirable)

Package Description

Southeastern recognises the value of every individual employee and offers benefits that reflect this.

As well as a generous salary, we offer a comprehensive benefits package which includes;

• A Contributory Final Salary Pension Scheme 
• Free rail travel on Southeastern and GTR rail services (extends to family members for leisure/educational travel)
• After a qualifying period, reduced rate travel on other train operators, including European services
• Up to 24 days annual leave entitlement (plus bank holidays). 
• Access to an array of discounts for retail and leisure products through our benefits scheme.
• Family friendly benefits including enhanced maternity/paternity leave, parental leave and carers leave.

About the Company

About Southeastern

Southeastern runs train services into London from Kent and East Sussex, operating almost 1,700 trains a day, carrying more than 400,000 passengers, serving 176 stations and covering 540 miles of track.

Just over 4,600 employees - mostly from the communities that we serve - work together to provide this vital service and we are looking to expand our successful team. We have a strong set of values that shape the way we run our business and guide our staff in delivering what our customers need. These are:

• We aim to be the best
• We make the difference together
• We care passionately about our people and our passengers

We are committed to being an inclusive employer, creating a workplace where everyone can come to work, feel safe and comfortable and able to do everything to the best of their ability. Read about some of the great Diversity and Inclusion initiatives our Head of Colleague Experience has been leading on here. 

We recognise the positive value of diversity and it matters to us that our teams reflect the communities we serve. We welcome and encourage applications from people of all backgrounds.

We proud to be a WORK180 Endorsed Employer for Women. If you would like to know more information about how we are supporting our employees, you can view our policies and initiatives here.

We have also won the Top Employer award at the Women in Rail Awards 2022!

If you have been unsuccessful in the recruitment process for the same/similar position you will not be eligible to apply for a period of 6 months from that date.

All offers of employment are subject to us obtaining satisfactory references (covering all education, training, employment and unemployment in the preceding 5 years and any previous railway employment). We will also complete right to work in the UK and criminal record checks. This is to ensure we are employing the best person for the role and to protect our customers, colleagues and our reputation. We are unable to offer sponsorship to work in the UK. 

This post will close before the intended closing date should sufficient number of suitable applications be received. Therefore, if you are interested in applying for this role, we suggest that you do so at the earliest opportunity to avoid disappointment.

SOUTHEASTERN is owned by SE Trains Ltd, a subsidiary of the Department for Transport’s public sector owning group, ‘DOHL.’ DOHL has responsibility for three rail companies, LNER, Northern Trains Limited and SE Trains.

SE Trains Limited