East Midlands Railway (EMR)
Join East Midlands Railway as a Customer Service Officer – and help keep our region moving
Are you great with people, calm under pressure, and ready to make a real difference every day? At East Midlands Railway (EMR), we’re looking for Customer Service Officers to be a welcoming, confident and proactive presence at Lincoln station.
This is your chance to play a vital role in keeping our customers safe, informed and on the move.
Why join EMR?
At EMR, we’re proud to be One Team. With over 2,600 colleagues, we work together to deliver safe, reliable journeys and outstanding customer experiences across the region.
We’re a Top Employer (10-time accredited) and hold Gold Inclusive Employers Status —recognition of our commitment to building a workplace where everyone feels valued, supported, and able to be themselves.
What you’ll be doing
As a Customer Service Officer, you’ll be at the heart of station life. No two days are the same, and you’ll play a key role in both customer experience and safety-critical operations.
You will:
- Safe draw down and movement of train services within the station.
- Provide clear advice, information and reassurance to customers
- Support passengers who may need extra assistance
- Carry out station safety and security checks
- Maintain a visible, approachable presence on the platforms
- Deliver exceptional service—especially during busy or disrupted periods
If you enjoy variety, responsibility, and working in a fast-paced environment, you’ll thrive here.
What we’re looking for
You don’t need railway experience—we’ll give you all the training and support you need to succeed.
We’re looking for people who are:
- Friendly, positive and proactive
- Confident communicating with a wide range of people
- Able to stay calm and make decisions under pressure
- Flexible and willing to work shifts, including early mornings, evenings and weekends
This is a safety-critical role, so you’ll need to pass a medical assessment, including drugs and alcohol screening and a colour vision test, before starting.
What you’ll get in return
Alongside a competitive salary, you’ll benefit from:
- A defined benefit pension scheme
- Free standard leisure travel on EMR and partner networks
- Friends & Family discounted tickets
- 75% discount on national leisure travel for you, your partner and dependants
- And a range of additional benefits to support your wellbeing and lifestyle
Ready to apply?
What do I do if I have questions before applying?
Why not Join us at on an Information Session, where we’ll share an overview of the role, example shift pattern, outline expectations, and give interested candidates the opportunity to ask questions before applying.
The session will take place on Tuesday 11th August at 5.00pm on Microsoft Teams. Please register your interest via the link below no later than the 10th of August.
Lincoln Customer Service Officer Information Session – Fill in form
Please note that registering for the information session is not your application for the role.
If you’re successful, you may be offered a role straight away or placed into our talent pool for up to 12 months—so you won’t need to reapply if a suitable vacancy arises.
Building a more inclusive railway
We know our workforce doesn’t yet fully reflect the communities we serve—particularly in terms of gender and ethnic diversity. We’re committed to changing that and strongly encourage applications from underrepresented groups.
Everyone is welcome at EMR.
