Customer Service Officer - Leicester / Loughborough

Embark on a Rewarding Career as a Customer Service Officer with East Midlands Railway

East Midlands Railway (EMR) is not just a train operator; it's a dedicated team striving to create a safe, enjoyable, and sustainable railway experience for the East Midlands. With a strong emphasis on their people, EMR has been recognized as a Top Employer and holds Gold accreditation for Inclusive Employers Standards. This commitment to fostering an environment where everyone can thrive makes this an exceptional opportunity for individuals seeking a fulfilling career.

Are you a compassionate individual who finds genuine satisfaction in assisting others and brightening their day? EMR is actively seeking passionate Customer Service Officers to join their dynamic team at Leicester and Loughborough stations. This role offers the flexibility of part-time applications, welcoming individuals looking to contribute their skills and energy to a vital service.

The Impact You'll Make

As a Customer Service Officer, you will be the welcoming face of EMR at the station. Your primary responsibilities will involve:

• Ensuring the safe and efficient dispatch of trains from the platform.
• Guiding and assisting customers, helping them navigate the station and find their desired platforms.
• Providing dedicated support and extra care to passengers who require it, including vulnerable individuals.
• Contributing to station safety and security checks.
• Being a visible, approachable, and reassuring presence for all customers.
• Acting as a positive ambassador for EMR, consistently aiming to exceed customer expectations.

This role is built on the pillars of teamwork, care, and confidence. EMR is looking for proactive individuals who can remain calm under pressure and thrive in a bustling, customer-facing environment. During busy periods or disruptions, you'll be expected to think critically and respond quickly, providing clear and reassuring support to passengers.

Key Considerations for Your Career Path:

• Career Growth and Training: No prior railway experience is required! EMR provides comprehensive training, including classroom learning and a dedicated mentoring period at the station, ensuring you feel fully equipped and confident in your role. This is a fantastic opportunity to enter a new industry with robust support.
• Safety Critical Role: This is a safety-critical position, meaning you will undergo a safety medical assessment, including drug and alcohol screening and a colour vision test. EMR will guide you through this process, ensuring clarity and support.
• Flexible Work Patterns: The role operates on a shift pattern based on a rota, covering a range of hours from early mornings to late evenings. While flexibility is key, your schedule will be communicated in advance, allowing for effective personal planning.
• Valued Team Member: EMR's success is driven by its people. As a Customer Service Officer, you'll be an integral part of the Customer Service team, making a crucial contribution to the company's mission. The company's commitment to diversity and inclusion, with nine consecutive Top Employer accreditations, underscores their dedication to creating an equitable and empowering workplace.

What EMR Offers You:

EMR recognizes and rewards its employees' contributions with a compelling package:

• A competitive salary with attractive benefits.
• A defined benefit pension scheme for long-term financial security.
• Free leisure travel on the EMR network and with partner operators Abellio & LNER.
• A generous 75% discount on national leisure travel for both you and your dependants.
• Additional friends and family discounts on EMR services.
• And a host of other valuable perks designed to enhance your employee experience.

Salary Information:

• Loughborough: £24,320.10 for the first 6 months, increasing to £29,800.19 thereafter.
• Leicester: £26,968.12 in the 1st year, £28,466.35 in the 2nd year, and £29,964.58 in the 3rd year, plus a 10% shift allowance.

Ready to Apply?

EMR encourages applications from all individuals who are passionate about customer service and eager to contribute to a vital public service. They are actively seeking to increase representation from female and ethnic minority groups and welcome applications from those who identify with these groups, aiming to better reflect the communities they serve.

To apply, simply complete the online application and upload your CV. Please note, EMR utilizes a blind screening process; therefore, please remove your name and any personal identifying details from your CV before uploading to ensure a fair and unbiased review.

This opportunity represents a chance to join a reputable organization that values its people and is committed to delivering an exceptional customer experience. If you possess a caring, customer-focused attitude, a "can-do" spirit, excellent communication skills, and a genuine team mindset, we encourage you to explore this exciting prospect.