Customer Service Officer - Leicester / Loughborough

Embark on a rewarding career path with East Midlands Railway (EMR) as a Customer Service Officer. EMR is dedicated to creating a positive and inclusive workplace, as evidenced by their nine-time accreditation as a Top Employer and Gold accreditation for Inclusive Employers Standards. This opportunity is ideal for individuals who thrive on helping others and making a tangible difference in people's daily experiences.

As a Customer Service Officer at Leicester or Loughborough stations, you will be the welcoming face of EMR, playing a pivotal role in ensuring an excellent customer journey and contributing to the safe and timely operation of services.

Key Responsibilities and Advantages for Candidates:

• Direct Customer Impact: You'll be instrumental in guiding and assisting customers, providing extra care to vulnerable passengers, and ensuring everyone feels supported and informed. This offers immense satisfaction by directly contributing to positive travel experiences.
• Safety and Operational Contribution: This role extends beyond customer interaction; you'll be involved in safely dispatching trains and assisting with station safety and security checks, making you a vital part of the railway's smooth operation.
• Dynamic and Engaging Environment: Work in a busy, customer-facing role where no two days are the same. You'll have the opportunity to think on your feet, respond to situations with warmth and reassurance, and develop strong problem-solving skills.
• Comprehensive Training and Development: EMR provides full training, including classroom learning and a mentoring period, for this safety-critical role. Previous railway experience is not required, making this an accessible opportunity for career changers or those new to the industry.
• Career Growth and Support: EMR fosters a "One Team" culture, emphasizing teamwork and mutual support. This environment encourages professional development and a sense of belonging.

Key Considerations for Your Career Path:

• Shift Work and Flexibility: The role operates on a shift pattern covering early mornings to late evenings. While schedules are shared in advance, flexibility is key to success in this dynamic environment.
• Safety-Critical Nature: As a safety-critical role, you will undergo a safety medical assessment, including drug and alcohol screening and a colour vision test. EMR will guide you through this process.
• Proactive and Confident Attributes: The ideal candidate is proactive, calm under pressure, and possesses excellent communication and people skills. A "can-do" attitude and a willingness to take initiative are highly valued.
• Commitment to Diversity and Inclusion: EMR is actively committed to building a diverse workforce and creating an inclusive culture. They encourage applications from all backgrounds.

Attractive Benefits and Compensation:

EMR offers a competitive salary with defined progression, particularly for roles based in Leicester. Beyond the base salary, you'll enjoy:

• Generous Travel Benefits: Free leisure travel on the EMR network and with Abellio & LNER, plus a 75% discount on national leisure travel for you and your dependants. This is a significant perk for those who travel frequently or have family who do.
• Additional Perks: Friends & family discounts on EMR services and other employee benefits contribute to a comprehensive rewards package.

This Customer Service Officer position at East Midlands Railway is more than just a job; it's an opportunity to join a respected organization, contribute to a vital service, and develop valuable skills in a supportive and inclusive environment. If you're passionate about customer service and ready for a fulfilling career, this role could be an excellent step forward.