Lead Dispatcher

About the Role

At East Midlands Railway (EMR), we’re proud to be One Team. Every day, we work together to keep people safe, deliver excellent customer experiences, do the right thing, and build a sustainable railway that connects communities across the East Midlands.

With more than 2,600 colleagues, our people are at the heart of everything we do. Their dedication and professionalism are the reason for our success, and we’re looking for an exceptional individual to join our team as a Lead Dispatcher at Nottingham Station.

As a ten-time accredited Top Employer and Gold-accredited Inclusive Employer, we’re committed to creating an environment where everyone feels valued, respected, and empowered to bring their authentic self to work.

As a Lead Dispatcher, you’ll play a key role in ensuring the safe, efficient, and punctual dispatch of trains at Nottingham Station. You’ll lead and support a team of Platform Assistants, providing day-to-day supervision while maintaining the highest standards of safety, customer service, and operational performance.

You’ll act as a focal point for information on the platforms, ensuring customers and colleagues receive accurate and timely updates, while helping to create a welcoming, safe, and well-presented station environment.

What You’ll Be Doing

• Supervising the daily activities of Platform Assistants.
• Ensuring the safe and punctual dispatch of trains in line with station policies and railway safety standards.
• Taking responsibility for the care and management of dispatch equipment.
• Providing visible leadership and promoting a strong safety culture.
• Delivering excellent customer service and assisting customers with enquiries and journey information.
• Ensuring customers and colleagues receive accurate and timely operational updates.
• Maintaining high standards of cleanliness and presentation across station platforms.
• Recording delays, platform alterations, and other events affecting train services.
• Assisting customers who require additional support, including disabled passengers.
• Carrying out security checks in line with current risk levels and maintaining vigilance at all times.
• Supporting emergency and evacuation procedures when required.
• Managing lost property in accordance with station procedures.
• Ensuring compliance with all relevant railway rules, regulations, and health and safety requirements.
• Leading by example, ensuring all personal protective equipment and uniform standards are maintained.

What We’re Looking For

We’re seeking a confident and approachable leader who can motivate others, make sound decisions under pressure, and remain focused on delivering a safe and positive customer experience.

You’ll have:

• Strong communication and interpersonal skills.
• A passion for customer service.
• The ability to lead and support a team in a busy operational environment.
• Excellent attention to detail and a strong commitment to safety.
• The flexibility to work a varied shift pattern.

Working Pattern

This role operates on a shift basis. At Nottingham Station, the earliest book-on time is approximately 05:00, and the latest book-off time is approximately 23:15. Weekend working is included within the roster, so you’ll need to be able to travel to and from the station for these shifts.

Why Join EMR?

Alongside joining a fantastic team at Nottingham Station, you’ll enjoy a range of excellent benefits, including:

• Free travel on the East Midlands Railway network.
• Discounted rail travel of up to 75% across the wider rail network.
• Friends and Family discounted travel.
• Defined Benefit Railway Pension Scheme.
• Employee Benefits Portal with access to hundreds of discounts.
• Cycle to Work Scheme.
• A range of wellbeing and lifestyle benefits.

Ready to Apply?

Submit your online application and upload your CV. As we operate a blind screening process, please remove all personal information, including your name, from your CV before submitting it.

If you successfully complete all stages of the recruitment process, you’ll be placed into our talent pool until the next available position within the next 12 months. During this period, you won’t need to reapply for the same vacancy. Should a suitable opportunity become available, we’ll contact you directly.

Our Commitment to Inclusion

At EMR, we’re committed to building a workforce that reflects the diverse communities we serve. We recognise that women and people from ethnic minority backgrounds are currently under-represented in parts of our workforce and are taking positive steps to address this.

We welcome applications from everyone and encourage candidates from under-represented groups to apply and help us create a more inclusive railway for all.