East Midlands Railway (EMR)
About East Midlands Railway
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 Customer Contact Centre team make a crucial contribution to this.
Ten 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.
We’re pleased to offer an exciting 9-month secondment opportunity within our Customer Contact Centre as a Customer Service Executive.
Working as part of a friendly and supportive team, you’ll play a key role in delivering outstanding customer service, resolving customer enquiries and helping to create positive experiences for our customers.
What you’ll be doing
As a Customer Service Executive, you will:
- Handle customer complaints and enquiries with empathy, professionalism and care.
- Support customers with lost property enquiries and Passenger Assist requests.
- Communicate with customers via telephone, email, webforms and written correspondence.
- Provide direct customer support across a variety of communication channels.
- Use a range of internal systems, including complaints handling, Lost Property, Passenger Assist and STAR retail systems.
- Produce high-quality written responses tailored to individual customer needs.
- Work collaboratively with colleagues across the business to resolve customer issues.
- Deliver excellent customer service while meeting quality and performance standards.
About you
We’re looking for someone who is passionate about delivering excellent customer service and enjoys helping people.
You’ll have:
- Excellent written and verbal communication skills.
- A calm, patient and empathetic approach, particularly when handling challenging customer situations.
- The confidence to make balanced decisions and communicate outcomes professionally.
- Strong organisational skills with the ability to prioritise a busy workload.
- Excellent attention to detail and accuracy.
- Confidence using IT systems and learning new processes.
- A proactive, flexible approach and the ability to work collaboratively within a team.
Previous customer service experience would be advantageous, although full training will be provided.
Working pattern
This role operates Monday to Friday between 08:00 and 19:00.
The position is hybrid, with initial training delivered in the office before moving to a blend of office and home working.
We’re looking for someone who thrives in a team environment and takes pride in delivering great customer service. You’ll need to be proactive, flexible, and able to manage a busy workload, including handling a high volume of phone calls and written correspondence. Attention to detail and accuracy are also important, particularly when it comes to inputting data and using various systems.
Ideally, you’ll have previous experience in a customer service setting and be comfortable using IT systems and common software packages. A confident telephone manner and strong writing skills will help you communicate clearly and professionally with our customers. Flexibility around working hours is also key, as the role operates Monday to Friday between 08:00 and 19:00.
Full training will be provided, including on all internal systems and processes. This role is hybrid, with initial training delivered in the office before transitioning to a combination of office-based and home working.
Benefits
As well as a competitive salary, we’ll also offer you:
- Excellent Railway Pension scheme
- Free travel on East Midlands Railway and Train Operating Companies under Abellio
- Friends and Family discounted Tickets on the EMR Network
- 75% discount on National Travel (inc partner and dependants)
- Various training opportunities
- …and many more!
We operate a blind screening process at EMR, therefore we kindly ask that you remove your personal details from your CV before you upload it. (This includes, your name, age, gender, DOB, address and contact details)
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.
