Customer Service Officer – Lincoln

All Aboard for a Career at East Midlands Railway!

Join Our Team!

All aboard for a career that keeps things moving!
At East Midlands Railway, we’re looking for future Customer Service Officers who thrive on teamwork, delivering outstanding customer service, and keeping our passengers’ journeys running smoothly.

Ready to be the friendly face of our platforms?

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 service team makes a crucial contribution to this.

Eight 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.

Current Openings

We are recruiting for future Customer Service Officers for Lincoln station.

We pride ourselves on delivering an excellent customer experience through our customer promise, and our amazing Customer Service Officers have such an important role at the station. Not only are they our customers’ main point of contact for any queries and advice, they are also Safety Critical members of staff responsible for dispatching our trains from the platform.

As a Customer Service Officer, you will:

• Ensure safe and prompt dispatch of all train services at Lincoln station
• Help customers around the station, directing them to the relevant platforms
• Provide assistance to passengers getting on and off the train, including vulnerable customers that require extra support and care
• Support with security searches at the station
• Be always pro-active and visible to customers
• Act as an Ambassador for EMR, providing outstanding customer service by going above and beyond for our customers.

The key focus of this role is to maintain a high level of presence and awareness at the station. We are looking for candidates that have a pro-active, ‘can-do’ attitude.

There will be times during disruption and busy periods when our Customer Service Officers are required to think on their feet and act swiftly, whilst maintaining high levels of customer service. Therefore, the ideal candidate will be someone that thrives in a fast-paced environment.

This role is shift work based on a rota to provide a service for all our passengers, from the first train in the morning to the last train at night. So, you will need to be flexible to work the shifts at the station.

The role of Customer Service Officer is safety critical. Therefore, the successful candidates will be required to attend a safety critical medical assessment, which includes a drugs and alcohol screening and a colour vision test. This assessment is a condition of the offer, and your offer of employment is only confirmed upon receipt of a successful medical result.

You do not need to have previous experience working within the railway industry; all the safety critical training is provided to the successful candidates. There is classroom training for all the rules and procedures and then a mentor period out on the station. We are looking for hardworking, pro-active, and positive people to join our team.

What We Offer

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 TUK & LNER
• Friends and Family discounted tickets on the EMR network
• 75% discount on national leisure travel (including partner and dependants)
• …and many more!

To apply, 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 will either be offered a role, if one is available, or placed into our talent pool for a maximum time of 12 months.

Once you have a place in the pool, you will not need to re-apply for the vacancy again for a whole 12 months. If a role becomes available during this time, we will pick up the phone to make you a job offer!

Please note, the assessment day will most likely be on Thursday 22nd May in Lincoln.

At EMR, we want to proactively embrace diversity across our workforce and recognize 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.