We are proud to be One Team at East Midlands Railway (EMR). We are passionate about keeping people safe, delighting our customers, doing the right thing and putting customers at the heart of our sustainable railway for the East Midlands. With over 2,600 employees, our people are the reason we are so successful, and the Customer Service team make a crucial contribution to this.
Nine times accredited as a Top Employer and Gold accredited for Inclusive Employers Standards, we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work.

ARE YOU SOMEONE WHO ENJOYS HELPING OTHERS AND MAKING A DIFFERENCE IN PEOPLE’S DAY?

We’re looking for a Customer Service Officer for a 12 month fixed term contract to join our friendly and supportive team at Leicester station.
At EMR, we take great pride in providing an excellent experience for every customer, and our Customer Service Officers play a vital role in this. You’ll be the friendly face at the station, guiding and supporting customers while also playing a key part in keeping our trains running safely and on time.

WHAT YOU’LL BE DOING:

• Safely and efficiently dispatching trains from the platform
• Helping customers navigate the station and find the right platforms
• Offering extra care and support to those who need it, including vulnerable passengers
• Assisting with safety and security checks at the station
• Being a visible, approachable presence for customers
• Acting as a positive ambassador for EMR, always aiming to go the extra mile
  This is a role that’s all about teamwork, care, and confidence. We’re looking for people who are proactive, calm under pressure, and enjoy working in a busy, customer-facing environment.
  During busy times or disruption, you may need to think on your feet and support customers quickly and clearly — with warmth and reassurance.

IF SUCCESSFUL, YOU MAY BE OFFERED A POSITION STRAIGHT AWAY — OR ADDED TO OUR TALENT POOL FOR UP TO 12 MONTHS, READY TO BE CONTACTED AS SOON AS A SUITABLE ROLE BECOMES AVAILABLE.

At EMR we want to proactively embrace diversity across our workforce and recognise that we are under-represented in terms of females and ethnic minority groups. We’re therefore taking positive steps to promote a positive and inclusive culture; we welcome applications from those that identify with these groups to better represent our communities.
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We welcome applicants from diverse backgrounds, we promote equal opportunities for all. East Midlands Railway is a non-discriminatory employer committed to the recruitment and promotion of all on the basis of ability and merit irrespective of disability, race, gender, health, social class, sexual preference, marital status, nationality, religion, employment status or age. We’ll treat your application fairly and assess you for the job based on merit and skills.
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