East Midlands Railway (EMR)
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 Station team make a crucial contribution to this.
Ten 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.
Customer Ambassador – Fixed Term Contract until January 31st 2027 – Leicester
Be the welcoming face of EMR and help make every customer journey a positive one.
Our Customer Ambassadors are at the heart of the customer experience at our stations. As one of the first people customers may meet when they arrive, you’ll play an important role in creating a friendly, welcoming and safe environment for everyone travelling with EMR.
You’ll be there to greet customers, provide help and information, answer questions and offer guidance throughout their journey. Whether that’s helping someone find their platform, supporting a customer who needs additional assistance or simply providing a friendly face and a warm welcome, your positive attitude can make a real difference.
You will be the face of EMR at the station, and we’re looking for people with positive energy, a genuine passion for helping others, a can-do attitude and a strong work ethic to join our fantastic team in Leicester.
Customer Ambassadors will provide a friendly, visible and proactive presence, helping customers navigate their journey and ensuring they have the information and support they need.
Key responsibilities include:
- Providing live train service and disruption information
- Supporting customers with journey planning
- Providing platform guidance and directions
- Offering advice on ticket acceptance and validity
- Providing information and guidance on Delay Repay
- Supporting customers with rail replacement services
- Helping customers with wayfinding and navigating the station
- Providing onward travel information
- Supporting queue management during busy periods
- Proactively engaging with customers, offering reassurance and assistance where needed
- Providing drink apology vouchers, as appropriate, along with other customer care items such as sweets or chocolates
- Support with Passenger Assistance as and when required.
About you
You don’t need previous railway experience to become a Customer Ambassador. Previous experience in a customer-facing role would be advantageous, but it’s not essential.
What matters most to us is your attitude and your approach to customer service.
We’re looking for people who are:
- Friendly, approachable and confident when speaking with customers.
- Passionate about providing excellent customer service.
- Positive, enthusiastic and able to bring energy to every interaction.
- Calm and professional when dealing with challenging situations.
- Hard-working, reliable and willing to go the extra mile for our customers.
- Comfortable working as part of a team.
- Able to communicate clearly with a wide range of people.
- Proactive and willing to learn and develop within the role.
Full training will be provided to successful candidates, so if you have the right attitude and a passion for helping people, we’d love to hear from you.
Working with us
As a Customer Ambassador, you will be required to be flexible, working 35hrs per week over 5 days between Sunday to Saturday
As well as a competitive salary, we’ll also offer you:
- Defined benefit pension scheme.
- Free standard leisure travel on the EMR network and Train Operating Companies under Transport UK & LNER.
- Friends and Family discounted tickets on the EMR network.
- 75% discount on national leisure travel (including partner and dependants).
- Up to 32 days annual leave per year.
- And many more benefits!
How to apply
To apply, please complete the online application form and upload your CV.
As we operate a blind screening process, please remove all personal information, including your name, from your CV.
Due to the nature of this role, if your application is shortlisted, you will be invited to complete an online Task-Based Assessment as part of the next stage of our application and shortlisting process.
If you pass the online Task Based Assessment you will be invited to attend an Assessment Day on Thursday 24th September.
If you’re passionate about people, enjoy helping others and want to be part of the team that makes a difference to our customers every day, we’d love to hear from you.
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.
