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 delivering easier journeys every day. With over 2,400 employees, our people are the reason we are so successful, and our Customer Service team make a crucial contribution to this. Six 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 Talent Pool at Derby for the role of Customer Service Officer!

We pride ourselves on delivering an excellent customer experience through our customer promise, and our amazing Customer Service Officers have such an important role at the station. Not only are they our customers main point of contact for any queries and advice, they are also Safety Critical members of staff that are responsible for dispatching our trains from the platform.

As a Customer Service Officer you will:

• Ensure safe and prompt dispatch of all train services at Derby 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
• Be an ambassador for EMR, providing outstanding customer service by going above and beyond for our customers.

The key focus of this role is to maintain a high level of presence and awareness at the station. We are looking for candidates that have a pro-active, ‘can-do’ attitude.

There will be times during disruption and busy periods, where our Customer Service Officers are required to think on their feet and act swiftly whilst maintaining high levels of customer service. Therefore, the ideal candidate will someone that thrives in a fast-paced environment.

This role is shift work based on a rota to provide a service for all our passengers, from the first train in the morning to the last train at night. Therefore you will need to be flexible to work the shifts at the station.

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 and colour vision screening. This assessment is a condition of the offer, and your offer of employment is only confirmed on receipt of a successful medical result.

If you successfully pass all stages of the recruitment process you will be placed into our talent pool, for a maximum time of 12 months. Once you have a place in the pool, you will not need to re-apply for the vacancy again for a whole 12 months. If a role becomes available during this time, we will pick up the phone to make you a job offer!

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.