East Midlands Railway (EMR)
## Join Our Team: Customer Service Supervisor at Leicester Station
At East Midlands Railway (EMR), we pride ourselves on being One Team, dedicated to safety, customer satisfaction, and building a sustainable railway for the East Midlands. With a workforce of over 2,600 employees, our people are the driving force behind our success. The customer service team plays a vital role in delivering an exceptional experience for our passengers.
We are proud to be a Top Employer, accredited ten times, and hold Gold accreditation for Inclusive Employers Standards. We value our employees and are committed to creating an environment where everyone feels empowered to be themselves.
## Customer Service Supervisor – Leicester Station
We are currently seeking a Customer Service Supervisor to join our team at Leicester Station!
## Responsibilities of the Customer Service Supervisor
As a Customer Service Supervisor, you will lead the team in daily operations, providing outstanding customer service and delivering accurate and timely information. You will ensure the station is clean, safe, and presentable, adhering to East Midlands Railway contractual obligations. You will also play a key role in maintaining ongoing compliance with company processes and procedures.
This role is fast-paced and involves several key duties, including:
* Undertaking staff briefings as required
* Reporting all accidents and operating incidents
* Authorisation of employee time sheets
* Managing staff rosters and shifts
* Monitoring ongoing compliance with company processes and procedures
* Collaborating with Network Rail and other stakeholders on a daily basis
## Skills and Experience
You will need to be passionate about delivering excellent customer service every day, managing challenging situations effectively, and leading a team with enthusiasm. Working closely with the local management team, you will proactively seek opportunities to improve team performance.
Previous experience in a supervisory or people management role is essential. While prior railway experience is advantageous, it is not required. Please note that this position requires working shifts, including early mornings, late evenings, nights, weekends, and bank holidays.
All necessary safety critical training will be provided to successful candidates. Offers of employment will be contingent upon satisfactory completion of a safety critical medical assessment, including drug and alcohol screening and a colour vision test.
## Benefits of Working at EMR
If this role interests you, we encourage you to apply! In addition to a competitive salary, we offer a comprehensive benefits package, including:
* 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!
## Application Process
Ready to embark on this exciting opportunity? Submit your online application form and upload your CV.
Please note that we operate a blind screening process, so please remove all personal information, including your name, from your CV.
If you are shortlisted, you will be required to take two online safety critical tests as part of the application process.
## Talent Pool Information
If you successfully complete all stages of the recruitment process, you will be placed in our talent pool for a maximum of 12 months. This means you won’t need to re-apply for a similar vacancy for a full year. If a suitable role becomes available during this time, we will contact you with a job offer.
## Diversity and Inclusion
At EMR, we are committed to fostering diversity within our workforce and acknowledge that we are currently under-represented in terms of females and ethnic minority groups. We are actively taking steps to promote a positive and inclusive culture and welcome applications from individuals who identify with these groups to better reflect the communities we serve.
