Job Description

Be part of One Team at East Midlands Railway

At East Midlands Railway (EMR), we're proud to be

One Team

. Everything we do is driven by keeping people safe, delighting our customers, and doing the right thing -- putting customers at the heart of a sustainable railway for the East Midlands.


With over

2,600 colleagues

, our people are the reason for our success. Our Customer Service teams play a vital role in delivering the friendly, safe and reliable service our customers expect every day.


We're a

nine-time Top Employer

and

Gold accredited Inclusive Employer

, and we're committed to creating a workplace where everyone feels empowered to bring their authentic self to work.

The opportunity

-------------------


We're currently building our

talent pool

for future

Customer Service Officers

at

Sheffield and Chesterfield

stations.


Customer Service Officers are the face of EMR at our stations. You'll be the main point of contact for customers, providing advice, support and reassurance -- while also being a

Safety Critical

member of staff responsible for the safe dispatch of our trains.


This is a varied, active and people-focused role where no two days are the same.

What you'll be doing

------------------------


As a Customer Service Officer, you'll:

Safely and efficiently dispatch train services from the platform Provide clear guidance and support to customers around the station Assist passengers boarding and alighting trains, including customers who may need extra care or support Support station security activities, including security searches Maintain a visible, proactive presence across the station Act as a proud ambassador for EMR by delivering outstanding customer service and going the extra mile

A key focus of this role is

presence, awareness and customer care

. We're looking for people with a positive, proactive, can-do attitude.


During busy periods or service disruption, you'll need to think on your feet, stay calm under pressure and continue to provide excellent customer service -- so this role suits someone who thrives in a

fast-paced environment

.

Working pattern

-------------------


This is a

shift-based role

, working on a rota to support our passengers from the first train in the morning to the last train at night. Flexibility to work early, late, weekend and bank holiday shifts is essential.

Safety Critical role

------------------------


The Customer Service Officer role is

safety critical

. Successful candidates will be required to complete a safety critical medical assessment, including:

Drugs and alcohol screening Colour vision test

This assessment is a condition of the offer, and employment is confirmed only upon a successful medical outcome.

Training & experience

--------------------------


You

don't need previous railway experience

-- we provide all the training you need to succeed.


This includes:

Classroom-based training covering rules and procedures A supported mentoring period on the station

We're looking for

hard-working, proactive and positive people

who want to make a difference for our customers.

What we offer

-----------------


In return, you'll receive a competitive salary and a great benefits package, including:

Defined benefit pension scheme Free standard leisure travel on the EMR network and other Train Operating Companies under Transport UK & LNER Friends and Family discounted travel on the EMR network 75% discount on national leisure travel (including partner and dependants) ...and many more benefits

How to apply

----------------