Bus/Tram Inspector

Kellie Mathews works as a tram inspector in Manchester and covers three different routes. She checks tickets, helps passengers on and off the trams and often has to deal with enquiries on timetables and travel direction.

What are your main responsibilities?

My main job is to check that each passenger has a ticket. Those who do not are asked to get off the tram at the next stop, so we can talk about it. If they agree, they can pay a standard £10 fare, the cost of travelling without a ticket. If they refuse, they give me their name and address and they can then choose whether to pay £20 by post within 21 days, or go to court.

What hours do you work?

I work a slightly complicated shift system starting at either 7.00am, 11.00am, 3.30pm or, if it's a Friday or Saturday, 5.30pm. Each shift is eight-and-a-half hours, including breaks. We work six days on and then two days off, and then three days on and four days off. We know in advance what shifts we will be on, so we can plan our personal and social life well ahead.

What is your working environment like?

We are either on the tram, or outdoors where there are sheltered platforms at the stops. The trams are warm and clean, but it can sometimes be cold outside.

Who do you work with?

The drivers are in a secured cab, but we can speak to them, so I never feel isolated. There is always another inspector working the same routes and, at night, there are usually four inspectors covering the network at any one time.

What special skills or qualities do you need for your job?

We deal with the public all the time, so we need to be flexible and be good communicators. Passengers who have not paid the fare can become very awkward when we ask them to pay the fine, so we need to be calm and patient, yet firm. We need good judgement to decide what action to take - for example, we would not make an older person without a ticket leave the tram half way through a journey.

Why did you choose this type of work?

I enjoy meeting different people every day and every shift is different.

What training have you done?

I had to complete a week's system knowledge course when I first started and I have received training in radio use and on customer care. There is lift and escalator training, and a conflict awareness course, which helps us deal with the public in a calm and non-confrontational way.

Do you use any tools or equipment?

We have a radio to contact our control room when needed, and there are phones on the tram platforms that can be used as back-up. We have hand-held computers to check addresses of passengers who have not paid and we may use the platform phone to contact customer services staff at head office so they can check the addresses against the electoral roll. We sell tickets for trams going to special events like football matches from a hand-held machine.

What do you like about your job?

There's always something new and we learn to spot regular fare dodgers.

What do you dislike about your job?

Initially, it can be a bit scary dealing with noisy and aggressive passengers but we have good communications with the police, and I have leaned to cope with Sometimes we have to send for the police to cope with violent passengers, which can be frightening.

What are the particular challenges in your work?

I have to deal with different situations and different people. This means making quick decisions, such as whether or not to issue a 'standard fare' to a passenger who hasn't paid. I also have to be able to deal with cross and abusive passengers.

How do you see your future?

The next step might naturally be to become a tram driver, but I don't want to do that. I enjoy what I am doing, I don't want to change.

Kellie's route

• GCSEs.
• Worked at a supermarket checkout.
• Answered a job ad for a tram inspector because it looked interesting.

Kellie's Tips

• To work as a tram inspector, you need to be over 18 years old.
• You will need experience of dealing with people in different situations.
• Be prepared to work outside, in all weathers.
• You need to get on well with members of the public.

Related jobs

• Air Cabin Crew
• Airport Baggage Handler
• Customer Service Adviser (Post Office)
• Customer Services Assistant/Manager
• Traffic Warden

Salary information

Tram inspectors usually earn around £16,000 a year.

Getting in

• Watch for job advertisements in the local paper.
• You need to be fit and able to pass a medical examination, a psychometric test, and an interview.