Customer Service Officer - Sheffield & Chesterfield

           

Be part of One Team at East Midlands Railway

At East Midlands Railway (EMR), we’re proud to be One Team. Everything we do is driven by keeping people safe, delighting our customers, and doing the right thing — putting customers at the heart of a sustainable railway for the East Midlands.

With over 2,600 colleagues, our people are the reason for our success. Our Customer Service teams play a vital role in delivering the friendly, safe and reliable service our customers expect every day.

We’re a nine-time Top Employer and Gold accredited Inclusive Employer, and we’re committed to creating a workplace where everyone feels empowered to bring their authentic self to work.

The opportunity

We’re currently building our talent pool for future Customer Service Officers at Sheffield and Chesterfield stations.

Customer Service Officers are the face of EMR at our stations. You’ll be the main point of contact for customers, providing advice, support and reassurance — while also being a Safety Critical member of staff responsible for the safe dispatch of our trains.

This is a varied, active and people-focused role where no two days are the same.

What you’ll be doing

As a Customer Service Officer, you’ll:

Safely and efficiently dispatch train services from the platformProvide clear guidance and support to customers around the stationAssist passengers boarding and alighting trains, including customers who may need extra care or supportSupport station security activities, including security searchesMaintain a visible, proactive presence across the stationAct as a proud ambassador for EMR by delivering outstanding customer service and going the extra mile

A key focus of this role is presence, awareness and customer care. We’re looking for people with a positive, proactive, can-do attitude.

During busy periods or service disruption, you’ll need to think on your feet, stay calm under pressure and continue to provide excellent customer service — so this role suits someone who thrives in a fast-paced environment.

Working pattern

This is a shift-based role, working on a rota to support our passengers from the first train in the morning to the last train at night. Flexibility to work early, late, weekend and bank holiday shifts is essential.

Safety Critical role

The Customer Service Officer role is safety critical. Successful candidates will be required to complete a safety critical medical assessment, including:

Drugs and alcohol screeningColour vision test

This assessment is a condition of the offer, and employment is confirmed only upon a successful medical outcome.

Training & experience

You don’t need previous railway experience — we provide all the training you need to succeed.

This includes:

Classroom-based training covering rules and proceduresA supported mentoring period on the station

We’re looking for hard-working, proactive and positive people who want to make a difference for our customers.

What we offer

In return, you’ll receive a competitive salary and a great benefits package, including:

Defined benefit pension schemeFree standard leisure travel on the EMR network and other Train Operating Companies under Transport UK & LNERFriends and Family discounted travel on the EMR network75% discount on national leisure travel (including partner and dependants)…and many more benefits

How to apply

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 shortlisted, you’ll be invited to complete online testing as part of the safety critical assessment process.

Successful candidates will be placed into our talent pool for up to 12 months. During this time, you won’t need to reapply — when a role becomes available, we’ll contact you directly with a job offer.

Our commitment to inclusion

At EMR, we’re committed to building a workforce that reflects the communities we serve. We recognise that we are currently under-represented by women and people from ethnic minority backgrounds, and we’re taking positive steps to create a more inclusive culture.

We warmly welcome applications from candidates who identify with these groups and from anyone who shares our values and passion for customer service.

Closing Date: 14 Jan 2026

Department: Customer Experience

Salary: Year 1- £26,968.12, Year 2- £28,466.35, year 3- £29,964.58 You will also receive 10% unsocial Shift Allowance