Heads of Fares, Ticketing and Retail

Birmingham, London , Leeds
National: £60,135 & London: £65,439
18 Nov 2021
02 Dec 2021
Contract Type

About the job Summary

We recognise the challenges that people with (multiple) protected characteristics may experience on the job market and in their career progression. We are fully committed to being an inclusive employer and ensuring equal opportunities. We are keen to make our workforce as diverse as possible, and we hope to attract applications from underrepresented groups, including Black, Asian and Minority Ethnic (BAME) people, people with a disability, and people with gender diverse identities.

Are you an experienced policy professional with great analytical skills?

Do you enjoy collaborating and building effective relationships with a range of stakeholders?

Would you like the opportunity to work at the heart of Government, leading the delivery of our £360m programme of investment and setting policy for the rail sector?

If so, we have three exciting opportunities as Heads of Rail Fares, Ticketing and Retailing to join us at the Department for Transport (DfT), and we’d love to hear from you!

Job description

Fares, ticketing and retailing policy determines how passengers buy their rail travel and receive their tickets, which products they buy and how much they pay for them.

This is an exciting time to join Passenger Experience Policy. The publication of the Williams-Shapps Plan for rail means that we are at a pivotal moment in the life of the railway, as industry reforms to focus more on the passenger.

The Department’s recent successful £360m Spending Review bid puts it in charge of a major programme of investment and realisation of the benefits of reform. This reform programme has customer service at its heart.

We are recruiting three important high-profile roles that together will set the agenda and lead policy development. These roles will lead on ticketing and retailing policy, fares policy and on the ticketing and retail reform strategy respectively. You will hold significant responsibility for driving forward policy development, implementation and engaging with Ministers and senior stakeholders. You will work effectively with industry, HM Treasury and No10, as well as policy leads and colleagues to develop and agree policy positions.


The fares policy role includes the following activities:

• Lead fares policy through the period of reform and transition, including structural and legislative change as the Williams Shapps reforms are implemented.
• Work with industry to develop plans for revenue recovery post pandemic, to ensure effective join up across modes, and to secure agreement with DfT ministers, HMT and No10.
• Lead the work to develop and agree the annual fares announcement with DfT and HMT ministers, working across the department with analytical and communications colleagues, developing effective working relationships with HMT officials.
• Contribute as a leader to corporate well-being across Passenger Services.

The ticketing and retailing policy role includes the following activities:

• Lead ticketing and retailing policy through the period of reform and transition, including structural and legislative change as the Williams Shapps reforms are implemented.
• Collaborate with colleagues and with industry to the development of the Fares, Ticketing and Retailing reform programme to reform rail retailing, working with the Head of FTR Strategy to align individual initiatives as part of an overall transformation programme.
• Lead the Department’s stakeholder relationships with Third Party Retailers and provide the point of contact between the Department and industry as it manages the commercial relationships.
• Contribute as a leader to corporate well-being across Passenger Services.

The FTR Strategy role includes the following activities:

• Following successful £360m Spending Review Bid, lead the development of fares ticketing and retail strategy and delivery plan.
• Progress at pace plans to accelerate spend this financial year, including on digital ticketing; and preparatory work for contactless ticketing.
• Work in close partnership with the GBR Transition Team to develop these plans, and to secure agreement from senior industry stakeholders, DfT ministers, HMT and No10, and to secure an effective transition of the delivery function to GBRTT.
• Work in close partnership with GBRTT and RDG to steer the procurement and launch of the single industry online retail website – a key early deliverable in retail reform.
• Work closely with the DD Passenger Experience and DD in Franchise Change to establish the GBRTT sponsorship function within DfT for fares ticketing and retail reform.

About You

You will be an experienced policy professional who enjoys working at pace in a high profile, often highly political environment. You will have an enthusiasm and skill for understanding and working in a complex policy area.

You will be able to build knowledge very quickly, including on rail fares regulation and ticketing policy, rail industry structures and relationships. You will have strong communication, analytical and programme management skills.

You will be able to build credibility and effective working relationships across a range of internal and external stakeholders, including very senior people in uncertain and unchanging environments.

You will be resilient to change and uncertainty as industry reform progresses and be able to see the big picture to understand how organisational roles are shifting and adapt your work to respond to this.

If you are a strong leader with a proven track record in policy and strategy development and delivery, we would love to hear from you!


We'll assess you against these behaviours during the selection process:

  • Seeing the Big Picture
  • Communicating and Influencing
  • Making Effective Decisions
  • Delivering at Pace
  • Working Together
  • Leadership


Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits. We offer generous annual leave, attractive pension options, flexible working, inclusive working environments and much more to support a healthy work/life balance.

Find out more about what it's like working at the Department for Transport.

Things you need to know Security

Successful candidates must pass a disclosure and barring security check.

People working with government assets must complete basic personnel security standard checks.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours, Strengths and Experience.

We are closely monitoring the situation regarding the coronavirus, and will be following central Government advice as it is issued. There is therefore a risk that recruitment to this post may be subject to change at short notice. In addition, where appropriate, you may be invited to attend a video interview.

Please continue to follow the application process as normal and ensure that you check your emails regularly as all updates from us will be sent to you this way.

How to Apply

As part of the application process you will be asked to complete a CV and personal statement. Further details around what this will entail are listed on the application form.

When considering your experience, please tailor your CV/Personal Statement to provide evidence of the below:

• Your experience of working at pace in a high profile, complex and analytical policy environment
• Your experience of demonstrating resilience and dealing with ambiguity
• Your experience of delivering collaboration in a challenging stakeholder environment

The sift is due to take place from 3rd December 2021

Interviews/assessments are likely to be held on either week commencing 13th or 20th December 2021

We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates.

The selection process will be designed specifically for the role. As a result, your assessment could include:
• an interview with one or more exercises

You’re encouraged to become familiar with the role profile, as you may be assessed against any of the criteria recorded within.

The Department for Transport alongside other Government Departments recruit using Success Profiles. This means for each role we consider what you will need to demonstrate in order to be successful. This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.

For further information on Success Profiles visit our Careers website.

Please see attached candidate notes for further information about our recruitment process.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section

Further Information

To learn more about applying for a role within the Department for Transport, visit the Application Process page of our Careers website.

Before submitting your application, we encourage you to visit our Things You Need to Know page for further information about applying for a role within the Department for Transport and the Civil Service.

Throughout this job advert there are links to the DfT Careers website, which provides you further information to support your application. Should you be unable to access the information on our website, please email DRGComms@dft.gov.uk for assistance.

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals

Further information on nationality requirements

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Apply and further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants Job contact : Name :   Rail Resourcing Email :   Rail.Resourcing@dft.gov.uk   Recruitment team : Email :   dftrecruitment.grs@cabinetoffice.gov.uk Further information

If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact Government Recruitment Services via email: dftrecruitment.grs@cabinetoffice.gov.uk If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website at https://civilservicecommission.independent.gov.uk