Customer Service Supervisor - Leicester

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. 

Ten 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're currently recruiting for a Customer Service Supervisor for Leicester Station!

The supervisor will lead the team with day-to-day activities and provide a high standard of customer service, as well as providing accurate and timely information at the station. You will ensure that the station is clean, safe and presentable at all times, in accordance to East Midlands Railway contractual obligations. You will also play a key part in to ensuring that there is ongoing compliance with company processes and procedures. 

This is a busy and fast paced role; some of your key duties will involve:

Undertaking staff briefings as requiredReporting all accidents & operating incidents Authorisation of employee time sheets, Looking after the roster/shifts for all staff under your supervision.Monitoring on-going compliance with company processes and procedures. Working closely with Network Rail and other stakeholders daily.

You will be passionate about delivering excellent customer service daily, managing challenging situations and leading a team with bags of energy. Working closely with the local management team, you will also be pro-active in seeking out opportunities to drive the teams forward.

Previous experience in a supervisory or people manager role is essential. It is also preferable for candidates to have prior railway experience, although this is not essential.  Please note this post is required to work shifts including early, late and nights also weekends and bank holidays.

All of the safety critical training will be provided to the successful candidates. Offers made to successful candidates are therefore subject to satisfactory completion of a safety critical medical assessment, including drugs and alcohol screening and a colour vision test.

If this sounds like something you're interested in, we want to hear from you!

As well as a competitive salary, we’ll also offer you:Excellent Railway Pension schemeFree travel on East Midlands Railway and Train Operating Companies under Abellio Friends and Family discounted Tickets on the EMR Network75% discount on National Travel (inc partner and dependants)Various training opportunities…and many more!Ready to take on this exciting opportunity? Submit your online application form and upload your CV. 

As we operate a blind screening process please remove all personal information including your name from your CV.

Please note, if shortlisted you'll need to take 2 online safety Critical tests as part of this application.

If you successfully pass all stages of the recruitment process, you will be placed into our talent pool, for a maximum time of 12 months. Once you have a place in the pool, you won't 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!

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 Feb 2026

Department: Customer Experience

Salary: Year 1 - £31,283.97, Year 2 £33,021.97, year 3 - £34,759.97 +15% shift Allowance