Customer Service Officer Vacancies at East Midlands Railway

About East Midlands Railway

East Midlands Railway (EMR) is a proud One Team, passionate about keeping people safe, delighting customers, doing the right thing, and prioritizing customers at the heart of a sustainable railway for the East Midlands. With over 2,600 employees, the Customer Service team makes a crucial contribution to EMR’s success.

Nine times accredited as a Top Employer and Gold accredited for Inclusive Employers Standards, EMR values its people and is dedicated to fostering an inclusive workplace where everyone feels empowered to be themselves.

About the Role

Are you someone who enjoys helping others and making a difference? We are looking for Customer Service Officers to join our teams at Leicester station. You will be the friendly face of the station, guiding and supporting customers while ensuring safe and on-time train operations.

Responsibilities include:

• Safely and efficiently dispatching trains from the platform
• Assisting customers in navigating the station and finding platforms
• Providing extra care and support to vulnerable passengers
• Assisting with station safety and security checks
• Acting as a visible, approachable presence for customers
• Being a positive ambassador for EMR, consistently going the extra mile

This role requires teamwork, care, and confidence. We seek proactive individuals who remain calm under pressure and enjoy working in a busy, customer-facing environment. You will need to think on your feet and provide quick, clear, warm, and reassuring support to customers during busy periods or disruptions.

Work Pattern

This role involves a shift pattern based on a rota, covering early mornings to late evenings. While flexibility is essential, your schedule will be provided in advance.

Training and Safety

As a safety-critical role, a safety medical assessment (including drugs and alcohol screening and a colour vision test) is required. Comprehensive training, including classroom learning and on-site mentoring, will be provided.

Essential Skills and Qualities

• A caring and customer-focused approach
• A “can-do” attitude and willingness to take initiative
• Excellent communication and interpersonal skills
• A team-oriented mindset, ready to support colleagues and passengers

Benefits

• 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
• Additional great perks!

How to Apply

Submit your application online, uploading your CV. Please remove your name and personal details from your CV before uploading as a blind screening process is used.

Successful applicants may be offered a position immediately or added to a talent pool for up to 12 months.

EMR actively embraces diversity and welcomes applications from individuals from under-represented groups (females and ethnic minorities) to better reflect our communities.