Job Description

2026-11
At East Midlands Railway, we are proud to work as One Team. Everything we do is guided by our commitment to keeping people safe, delighting our customers, doing the right thing and putting customers at the heart of a sustainable railway for the East Midlands.
With over 2,600 colleagues across the business, our people are central to our success -- and our Sheffield team plays a vital role in delivering great journeys every day.
We are nine-times accredited as a Top Employer and hold Gold Inclusive Employers accreditation, reflecting our genuine commitment to creating a workplace where everyone feels supported, valued and able to be their authentic self at work.
The role
As a Travel Advisor, you'll be at the heart of the customer experience. This is a varied, sometimes challenging, but highly rewarding role where you'll make a real difference to people's journeys.
Based in the station Ticket Office, you'll be the first point of contact for many customers, helping them with:

• Purchasing the most appropriate tickets for their journey
• Providing accurate, impartial travel information
• Answering general enquiries and offering guidance with confidence

Our aim is simple: customers should leave the station feeling confident in their ticket choice and genuinely pleased with the service they've received.
You'll also be responsible for:

• Cash handling and balancing your till
• Working calmly and professionally during busy periods or service disruption
• Lone working in the ticket office at times

What we're looking for
You don't need previous railway experience -- we'll provide full classroom-based retail training followed by a mentored period at the station.
What really matters is you. We're looking for people who are:

• Friendly, approachable and customer-focused
• Calm, resilient and able to stay focused under pressure
• Reliable, responsible and proud of the service they deliver
• Confident communicators who enjoy helping others

Your personality plays a huge part in this role. If you're passionate, professional and want to make a positive difference to someone's day -- even on difficult or disrupted days -- we'd love to hear from you.
Working hours
This role is shift-based, working on a rota between 5:00am and 10:30pm, including weekends. Shifts may change in line with timetable updates or business needs, so flexibility is essential.
What we offer
Alongside a competitive salary, you'll receive an excellent benefits package, including:

• Defined benefit pension scheme
• Free standard leisure travel on the EMR network and other Abellio & LNER operators
• Friends & Family discounted travel on EMR services
• 75% discount on national leisure rail travel (including partner and dependants)
• ...and much more

How to apply
To apply, please complete the online application and upload your CV.
As we operate a blind screening process, please remove all personal information, including your name, from your CV.
If you successfully pass all stages of the recruitment process, you'll be placed into our talent pool for up to 12 months. During this time, you won't need to re-apply -- if a vacancy becomes available, we'll be in touch to offer you the role.
Our commitment to inclusion
We actively want our workforce to better reflect the communities we serve. We know we are currently under-represented in terms of women and people from ethnic minority backgrounds, and we are taking positive steps to build a more inclusive culture. We therefore particularly welcome applications from candidates who identify with these groups.

Skills Required