Customer Service Officer - Leicester / Loughborough / Market Harborough

           

All aboard for a career that keeps things moving! At East Midlands railway, we're looking for future Customer Service Officers who thrive on teamwork, delivering outstanding customer service , and keep our passengers journey running smoothly. Ready to be the friendly face of our platforms?So if you live near our Leicestershire Stations including Leicester, Loughborough & Market Harborough, then apply below.......

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 2,600 employees, our people are the reason we are so successful, and the Customer Service team make a crucial contribution to this. Eight times accredited as a Top Employer and Gold accredited for Inclusive Employers Standards we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work. 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 our Leicestershire stations.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 careSupport with security searches at the stationBeing always pro-active and visible to customersAct as 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 Offers 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. So, 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 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. 

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

Defined benefit Pension schemeFree standard leisure travel on the EMR network and Train Operating Companies under Abellio & LNERFriends and Family discounted tickets on the EMR network75% discount on national leisure travel (inc partner and dependants)…and many more!

To apply complete the online application and upload your CV. As we operate a blind screening process, please remove all personal information including your name from your CV. 

If you successfully pass all stages of the recruitment process, you will either be offered a role, if one is available, or 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!

Leicester - 1st Year £26,081.35 - 2nd year £27,530.32 - 3rd Year £28,979.28 + 10% unsocial allowance

Loughborough - 1st 6 months £23,162.00 then £28,820.30 after the 6 months

Market Harborough (Multiskilled) - 1st Year £28,030.62 - 2nd year £29,587.88 - 3rd Year £31,145.13 + 10% unsocial allowance

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.

Closing Date: 11 Apr 2025

Department: Customer Experience

Salary: Salaries start from £23,162.00 to £28,030.62 depending on Location You will also receive 10% unsocial allowance, depending on Location