Customer Service Officer

We are proud to be One Team at East Midlands Railway (EMR). We are passionate about keeping people safe, delighting our customers, doing the right thing and putting customers at the heart of our sustainable railway for the East Midlands. With over 2,300 employees, our people are the reason we are so successful, and the Customer Experience team make a crucial contribution to this. Seven times accredited as a Top Employer, we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work.

At EMR we want to proactively embrace diversity across our workforce and recognise that we are under-represented in terms of females and ethnic minority groups. We’re therefore taking positive steps to promote a positive and inclusive culture; we welcome applications from those that identify with these groups to better represent our communities.

We have an exciting opportunity to join #TeamEMR as a Customer Service Officer at Leicester Station!

Key responsibilities of the Customer Service Officer role include;

• Ensure safe and prompt dispatch of all train services at Leicester station
• Help customers around the station, directing them to the relevant platforms
• Provide assistant to passengers getting on and off the train, including vulnerable customers that require extra support and care
• Support with security searches at the station
• Being always pro-active and visible to customers
• Act as an Ambassador for EMR, providing outstanding customer service by going above and beyond for our customers.

All of the safety critical training will be provided to the successful candidates. As a Customer Service Officer, you will be required to work shifts, including some evenings and weekends.

The role of Customer Service Officer is safety critical. Therefore, the successful candidates will be required to attend a safety critical medical assessment, this includes a drugs and alcohol screening and a colour vision test. This assessment is a condition of the offer, and your offer of employment is only confirmed on receipt of a successful medical result.

You do not need to have previous experience working within the railway industry, all the safety critical training is provided to the successful candidates. There is classroom training for all the rules and procedures, and then a mentor period out on the station. We are looking for hard working, pro-active and positive people to join our team.

If this sounds like something you're interested in, we want to hear from you!

Once you have successfully passed the recruitment process, you will not need to apply again for 12 months! We will either offer you an immediate vacancy, or place your details in the talent pool which means you are waiting for the next vacancy to arise. As soon as it does, we will pick up the phone and make an offer.

As well as a competitive salary, we’ll also offer you:

• 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!

Ready to take on this exciting opportunity? Submit your online application form and upload your CV. As we operate a blind screening process please remove all personal information including your name from your CV.