East Midlands Railway (EMR)
About East Midlands Railway
At East Midlands Railway, we’re proud to be One Team. We’re passionate about keeping people safe, delivering excellent customer experiences, doing the right thing, and building a sustainable railway that puts customers first across the East Midlands.
With over 2,600 colleagues, our people are what make us successful. Our station teams play a vital role in creating a welcoming, safe, and positive experience for every customer who travels with us.
Recognised ten times as a Top Employer and Gold accredited by Inclusive Employers, we are committed to creating a workplace where everyone feels empowered to bring their authentic self to work.
We are now recruiting Customer Welcome Hosts for future opportunities at Derby Station.
About the Role
As a Customer Welcome Host, you’ll be based at the station gateline and often be the first person customers meet when travelling with us. You’ll help create a friendly and professional environment while ensuring customers are travelling with the correct tickets and supporting the safe running of the station.
We’re looking for enthusiastic, proactive people with positive energy, strong communication skills, and a genuine passion for helping others.
Your responsibilities will include:
- Welcoming customers and helping them navigate the station
- Checking train tickets at the gateline
- Delivering outstanding customer service at all times
- Providing travel information, advice, and guidance
- Supporting customers on platforms when required
- Assisting with train dispatch duties when needed
- Maintaining a safe environment for customers and colleagues
This role involves shift working, including evenings and weekends.
Safety Critical Role
The Customer Welcome Host position is a safety critical role.
Successful candidates will be required to complete a safety critical medical assessment, including drugs and alcohol screening, as part of the recruitment process. A confirmed offer of employment is subject to successfully passing this assessment.
No Railway Experience? No Problem.
You do not need previous railway experience to apply.
We provide full training, including:
- Classroom-based learning covering railway rules and procedures
- Practical station-based training
- Ongoing support from experienced mentors and colleagues
We’re looking for people with the right attitude, strong work ethic, and willingness to learn.
Benefits
Alongside joining a fantastic team, you’ll enjoy a wide range of employee benefits, including:
- Free travel on the EMR network
- Up to 75% discounted rail travel across the national rail network
- Friends and family discounted tickets
- Defined benefit railway pension scheme
- Employee discounts portal
- Cycle to Work scheme
- And much more
Talent Pool Process
If you successfully pass all stages of the recruitment process, you may either:
- Receive an immediate job offer (subject to vacancies), or
- Be placed into our talent pool for up to 12 months
While in the talent pool, you won’t need to reapply for future Customer Welcome Host vacancies at Derby Station. If a suitable role becomes available, we’ll contact you directly.
How to Apply
To apply, please complete the online application form and upload your CV.
As part of our blind screening process, please remove all personal information, including your name, from your CV before uploading.
What do I do if I have questions before applying?
Join us at our inaugural 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 Wednesday 3rd June at 5.00 pm on Microsoft Teams.
Please register your interest for the session via the link below no later than the 2nd June.
Diversity & Inclusion
At East Midlands Railway, we are committed to building a workforce that reflects the communities we serve.
We recognise that women and ethnic minority groups are currently underrepresented within our workforce, and we are taking positive action to create a more inclusive and representative railway. We warmly welcome applications from candidates from these groups and from all backgrounds.
