Senior Recovery & Resolution Officer - 12 Month FTC

Job Title: Senior Recovery & Resolution Officer

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

SALARY: £35,489 - Training Salary First 6 month £30,166

Grade: CS4

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

HOURS: Full Time - 12 month FTC

We’re looking for a Senior Recovery & Resolution Officer to join our Commercial & Customer team. This is a key role for someone who can confidently manage complex cases, make sound decisions and provide expert support to colleagues across the Recovery & Resolution function. You’ll play an important part in ensuring cases, appeals and investigations are handled fairly, consistently, accurately and in line with legislation and company procedures.

What you’ll be doing

As a Senior Recovery & Resolution Officer, you’ll take ownership of complex and escalated cases, using your knowledge, judgement and investigative skills to reach well-reasoned outcomes.

Your responsibilities will include:

• Managing and responding to complex appeals and escalated cases, making autonomous decisions within agreed processes and guidelines
• Supporting Recovery & Resolution Officers with complex cases, sharing your knowledge and helping colleagues develop their confidence and capability
• Assessing appealed notices and reports and ensuring cases are progressed accurately and within required timescales
• Supporting investigations where offences may have been committed, ensuring appropriate evidence is gathered, recorded and maintained
• Acting as a key point of contact with British Transport Police (BTP) and relevant operational teams where required
• Supporting the administration of warnings and Withdrawal of Implied Permission notices
• Helping to ensure policies, procedures and customer communications remain accurate, current and legally compliant
• Supporting data audits and producing clear, meaningful information for stakeholders, including information required for FOI and SAR responses
• Working closely with the Customer Experience Centre to ensure complaints are handled consistently and effectively
• Acting as a final point of contact for Transport Focus and appropriate staff complaints
• Monitoring complaints and identifying opportunities for learning, improvement and development
• Providing oversight of the team's debt recovery IT systems, identifying and resolving issues where possible and escalating faults when required
• Supporting the wider team and maintaining continuity of service during the Manager’s absence
• Championing a collaborative culture by sharing knowledge, promoting consistent ways of working and identifying opportunities for continuous improvement

About You

We’re looking for someone who combines strong investigative and analytical skills with excellent judgement and communication.

• Experience working with complex cases, investigations, appeals or complaints
• A strong understanding of the Railway Byelaws, Regulation of Railways Act and relevant ticketing and travel regulations
• Awareness of the Fraud Act and legislation relating to debt recovery and travel irregularity
• Excellent written and verbal communication skills, with the ability to explain decisions clearly and professionally
• Strong decision-making skills, with the ability to assess information objectively and reach evidence-based conclusions
• Exceptional attention to detail and accurate data-handling skills
• Excellent organisational skills and the ability to manage competing priorities and deadlines
• Strong IT skills, including confidence using Microsoft Office packages and case management systems
• Experience handling complaints and managing challenging or potentially contentious situations
• The ability to remain calm, resilient and professional under pressure
• Experience supporting, coaching or mentoring colleagues and sharing knowledge across a team

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.