Job Description

2025-123
We are proud to be 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 Officers for Leicester and Loughborough stations
Part time Applications welcome!
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.
Your work pattern
This role follows a shift pattern based on a rota, covering early mornings to late evenings. Flexibility is important, but your schedule will be shared in advance so you can plan around it.
Training and safety
Customer Service Officer is a safety critical role, so you'll need to complete a safety medical assessment, which includes a drugs and alcohol screen and a colour vision test. Don't worry -- we'll guide you through the process.
No previous railway experience is needed -- we'll provide full training, including classroom learning and a mentoring period at the station, so you feel confident in your role.
What you'll bring:

• A caring and customer-focused approach
• A "can-do" attitude and willingness to take initiative
• Good communication and people skills
• A team mindset -- ready to support your colleagues and passengers alike

What we offer:

• A competitive salary and generous benefits
• Defined benefit pension scheme
• Free leisure travel on the EMR network and with Abellio & LNER
• 75% discount on national leisure travel (for you and your dependants)
• Friends & family discounts on EMR services
• And more great perks!

Salary for Loughborough - 24,320.10 for the first 6 months, then 29,800.19
Salary for Leicester - 26,968.12 1st year, 28,466.35 2nd year, 29,964.58 3rd year + 10%shift allowance.
How to apply
Simply complete the online application and upload your CV.
We use a blind screening process, so please remove your name and any personal details from your CV before uploading.
PLEASE NOTE, THE ASSESSMENT WILL BE HELD ON THE 19TH NOVEMBER
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.

Skills Required