East Midlands Railway (EMR)
Be Part of One Team at East Midlands Railway
At East Midlands Railway (EMR), we’re proud to be One Team. Everything we do is guided by our values: keeping people safe, delighting our customers, doing the right thing, and building a sustainable railway at the heart of the East Midlands.
With more than 2,600 colleagues across our network, our people are at the centre of our success. Every day, our station teams create welcoming, safe, and seamless journeys for thousands of customers, making a real difference to the communities we serve.
About the Opportunity
We’re building a talent pool of future Customer Service Supervisors at Derby Station and are looking for passionate, customer-focused leaders to join us.
As a Customer Service Supervisor, you’ll play a key role in leading and supporting station colleagues while ensuring customers receive an outstanding experience. You’ll help keep the station operating safely and efficiently, providing leadership, guidance, and support in a fast-paced and rewarding environment.
No two days are the same. From leading briefings and managing resources to supporting operational performance and customer service delivery, you’ll be at the heart of station operations.
What You’ll Be Doing
- Leading day-to-day station activities to ensure a safe, clean, and welcoming environment.
- Supporting, motivating, and developing station colleagues.
- Delivering team briefings and coordinating shift planning and rostering.
- Ensuring compliance with company policies, procedures, and safety standards.
- Reporting accidents, incidents, and operational concerns as required.
- Authorising staff timesheets and maintaining accurate records.
- Working closely with Network Rail and other key stakeholders to support smooth station operations.
- Promoting a positive customer experience and resolving issues professionally and effectively.
What We’re Looking For
You’ll be a confident and approachable leader who enjoys working with people and delivering excellent customer service. You’ll thrive in a busy operational environment and be able to remain calm, professional, and solution-focused when challenges arise.
Essential:
- Previous supervisory or people management experience.
- Excellent communication and interpersonal skills.
- A strong commitment to safety and customer service.
- The ability to lead by example and motivate others.
Desirable:
- Experience within the rail industry or another customer-focused operational environment.
You’ll also need flexibility to work a variety of shifts, including early mornings, evenings, nights, weekends, and bank holidays.
Full safety-critical training will be provided. Please note that any offer of employment will be subject to successfully passing a safety-critical medical assessment, including drugs and alcohol screening and a colour vision test.
What Happens Next?
Successful applicants will join our Customer Service Supervisor talent pool for up to 12 months. This means you’ll be considered for upcoming vacancies as they arise, providing an exciting opportunity to take the next step in your career without needing to reapply.
Inclusion at EMR
At EMR, we’re committed to building a workforce that reflects the diverse communities we serve.
We know that women and people from ethnic minority backgrounds remain under-represented in some areas of our business, particularly within operational and leadership roles. We’re actively working to change this and encourage applications from people of all backgrounds, experiences, and perspectives.
If you’re excited about this opportunity but don’t meet every requirement, we’d still love to hear from you. We recognise that talent comes in many forms, and we value potential as much as experience.
Ready to Apply?
Complete your online application and upload your CV. As part of our blind recruitment process, please remove personal details such as your name from your CV before submitting it.
Join East Midlands Railway and help shape the future of rail travel across the East Midlands.
We’re proud to have been recognised as a Top Employer for ten consecutive years and to hold Gold Inclusive Employers accreditation. These achievements reflect our commitment to creating an environment where everyone feels valued, supported, and empowered to be themselves.
