Customer Service Officer - London St Pancras

## Review: Customer Service Officer Opportunity at East Midlands Railway (EMR) - London St Pancras This opening for a Customer Service Officer at East Midlands Railway's prestigious London St Pancras station presents a compelling opportunity for individuals passionate about public service and customer interaction. EMR highlights a strong commitment to its "One Team" ethos, fostering a culture of inclusivity and support, evidenced by their nine-time Top Employer accreditation and Gold status for Inclusive Employers Standards. ### Advantages for Potential Candidates: * **Impactful Role:** As a Customer Service Officer, you will be the **friendly face of St Pancras International**, directly contributing to a safe, reliable, and welcoming railway experience for a vast number of passengers. Your role is crucial in ensuring smooth operations and exceptional customer journeys. * **Dynamic Environment:** The position involves dispatching trains, providing customer support, assisting with station security, and helping passengers with boarding and alighting. This offers a **varied and engaging work environment** where no two days are exactly the same. * **Comprehensive Training and Development:** EMR provides **full safety-critical training**, equipping you with the necessary skills and knowledge to excel in this role. Offers are contingent on passing a medical assessment, ensuring a safe and healthy workforce. * **Attractive Benefits Package:** Beyond a competitive salary (which increases over the first three years), candidates can expect a **generous benefits package**. This includes: * Free travel on the EMR network * Up to 75% discounted travel across the wider rail industry * Friends & Family discounted travel * A defined benefit railway pension * Access to an employee benefits portal * Cycle to Work scheme * **Commitment to Inclusivity:** EMR is actively building a diverse workforce and encourages applications from all backgrounds, with a particular focus on increasing representation from women and ethnic minority groups. This signifies a genuine commitment to a **workplace where everyone belongs**. * **Talent Pool Opportunity:** Successful candidates will be placed in a talent pool for up to 12 months, meaning you could be contacted with a direct offer as vacancies arise, eliminating the need for reapplication. ### Key Considerations for Candidates: * **Shift Work:** This role involves a **rotating shift pattern** with early starts (from 5:00 am) and late finishes (up to 12:30 am), including evenings and weekends. A shift allowance is paid in addition to the basic salary, reflecting the nature of these hours. * **Flexibility Required:** As a General Purpose Relief Officer, especially during holidays, there's an expectation to **cover various platform and gateline duties**. This means your shift pattern may only be confirmed the Thursday before. This requires a high degree of flexibility and adaptability. * **Medical and Screening Requirements:** Successful applicants will need to pass a **medical assessment**, which includes drug and alcohol screening and colour vision testing. * **CV Preparation:** EMR utilizes a **blind screening process**. Candidates are required to **remove all personal details, including their name, from their CV** to ensure an unbiased review. This Customer Service Officer position at EMR offers a rewarding career path for individuals seeking a role with significant public impact, a supportive team environment, and excellent benefits. Candidates should be prepared for the demands of shift work and the need for flexibility, while embracing the opportunity to contribute to a vital public service.