Revenue Supervisor

Revenue Supervisor

Location: Midland Metro Ltd, Wednesbury Depot, West Midlands
Salary: £35,404 per annum
Contract: Full Time, Permanent – 5 days over 7 days on a shift pattern
Benefits: Free Travel on Trams & NX Buses (for you and your partner) + MML Pension + 25 Days Holiday plus Bank Holidays (From 1st January 2026).

Lead the team that protects revenue and champions customer service across the West Midlands Metro!

At Midland Metro Ltd, we are more than just a tram operator. We are a lifeline for communities across the West Midlands, providing safe, modern and sustainable travel every day.

Our trams connect towns, cities and people, helping to cut congestion, reduce carbon emissions and drive a greener future for the region.

We are now looking for a Revenue Supervisor to join our Commercial team.

This is a hands-on leadership role where you will guide, coach and support a team of Revenue Officers to deliver excellent customer service while protecting the network from ticketless travel.

This is not just a supervisory role. It is your chance to set the standard for customer engagement, lead by example, and make a visible difference across the network.

As our Revenue Supervisor, you will:

• Lead and support a small team of Revenue Officers, working across the West Midlands Metro network to deliver revenue protection and outstanding customer service
• Deliver daily shift briefings, sharing key updates and preparing the team for safe and effective deployment
• Provide coaching, mentoring and training for new and existing team members, helping them reach their potential and achieve their personal best
• Manage day-to-day Employee Relations matters within your team
• Support revenue protection activities, including ticket checks, targeted deployments, stop blockades and interventions with persistent fare evaders
• Work with partner agencies such as British Transport Police and Safer Travel to promote ticket purchase and prevent fare evasion
• Issue penalty fares in line with the Midland Metro Penalty Fares Act and lead by example in demonstrating best practice
• Act as the escalation point for Revenue Officers dealing with difficult or aggressive customers
• Ensure a visible and professional presence at special events including football matches and concerts
• Deploy your team to provide support during service disruption, ensuring passengers remain well informed
• Gather and analyse information on ticketless travel trends and provide clear reports to managers
• Support engagement activities such as surveys, meet the team sessions and marketing campaigns, being a visible ambassador for MML

What we are looking for:

• Experience of leading or supervising a small team, ideally within a customer-facing or transport environment
• A strong customer service background with the ability to remain calm, approachable and professional at all times
• Confidence in handling difficult situations, with the ability to make clear decisions quickly and under pressure
• Excellent interpersonal, written and verbal communication skills
• Good numeracy and attention to detail
• Ability to coach and support team members, with a positive and solution-focused approach
• Flexible attitude to working hours, including evenings, weekends and events as required
• Honesty, integrity and a proactive “can do” attitude
• Ability to handle cash and electronic payment methods
• Pride in appearance and commitment to wearing the provided uniform and equipment

A management qualification (Level 3 or higher) is desirable, as is prior experience in a busy customer-facing or public transport role.

Why join us

• Leadership opportunity – You will directly shape, support and motivate a team of Revenue Officers
• Impactful role – You will help protect revenue while setting the standard for excellent customer engagement
• Team culture – Be part of a supportive, dedicated team with a shared purpose to keep the West Midlands moving

This is an exciting opportunity to combine leadership, customer focus and operational impact in a role that makes a real difference.

Ready for Your Next Challenge

Apply now and start your journey today!