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 2,400 employees, our people are the reason we are so successful, and the Customer Experience team make a crucial contribution to this. Nine times accredited as a Top Employer, we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work.
Join Our Customer Service Team at Kettering - Make a Difference Every Day
Are you someone who enjoys helping others, thrives in a team environment, and finds energy in a role where no two days are the same? If you're enthusiastic, approachable, and passionate about delivering great service, we'd love to welcome you into our friendly and supportive team at
East Midlands Railway (EMR)
.
We're currently recruiting for
future Customer Service Officers
for
Kettering, Wellingborough, and Corby
stations. You'll be based at Kettering, with occasional support across the other locations when needed.
What the Role Involves
As a
Customer Service Officer
, you'll be the first point of contact for many of our customers. Whether it's helping someone plan their journey, guiding them to the right platform, or safely dispatching trains, your role is key in keeping everything running smoothly -- and making passengers feel welcome, safe and supported.
Your day-to-day will include:
Safely dispatching trains in a timely and professional manner
Assisting customers at the station, including boarding and leaving trains
Offering helpful, expert advice on ticket purchases and travel options
Being visible and approachable to customers, especially during busy periods
Supporting station security and safety through routine checks and searches
We'll provide
all the training you need
, so you don't need previous rail experience. This includes full safety-critical training and support from experienced colleagues as you settle into the role.
Shifts include early mornings, evenings, and weekends -- and you'll receive a
shift allowance
on top of your basic salary.
What You'll Get in Return
Working at EMR means more than just a job -- it's a career with
development, stability, and great benefits
, including:
Free leisure travel
on the EMR network
Up to 75% discounted rail travel
across the UK for you, your partner, and dependants
Friends & Family discounted tickets
Defined benefit railway pension scheme
Employee benefits portal
with access to discounts, Cycle to Work, and more
What's Next?
If this sounds like the opportunity for you, apply online and upload your CV.
We operate a
blind screening
process to ensure fairness, so please remove all personal details (including your name) from your CV before submitting.
If successful, you'll either be offered a role immediately (if available), or added to our
Talent Pool
for up to 12 months. That means no need to re-apply -- if a role becomes available, we'll be in touch to offer it to you directly.
We're committed to treating all applicants
fairly, respectfully, and consistently
at every stage of the recruitment process.
Assessment Day:
This will be held in
Kettering
, with dates to be confirmed in
September
.
At EMR, we believe in
building teams that reflect the communities we serve
. We're actively working to increase diversity across our workforce, and we particularly encourage applications from
women and ethnic minority groups
, who are currently under-represented in our customer-facing teams. We're committed to creating an
inclusive, welcoming workplace
where everyone can thrive.
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Apply Online
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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