Digital Pay As You Go - Customer Support

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. 

Nine times accredited as a Top Employer, we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work. 

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.

We have an exciting opportunity to join #TeamEMR as an Digital Pay As You Go (PAYG) Customer Support on a 12-month Fixed Term Contract.

As a Digital PAYG Customer Support, you are the first point of contact for customer contact specifically relating to the roll out of a Digital Pay As You Go (DPAYG) app trial. This includes handling queries through various channels such as emails, phone calls and social media. You are the experts on the Digital PAYG app and back-office systems, enabling you to provide support to both internal teams and external users. Additionally, you will assist with a range of administrative tasks to support the broader DPAYG trial.

What else you’ll be involved in:

Address customer feedback and complaints regarding the DPAYG app, ensuring all comments are recorded and handled professionally across all channels.Collaborate with internal teams and external suppliers to resolve customer issues.Process Delay Repay claims for trial customers and enter them into the Delay Repay system.Support day-to-day admin tasks, including maintaining logs, managing purchase orders, and preparing training materials.Gain in-depth knowledge of the DPAYG app and back-office systems, and conduct app testing as needed.Assist with station recruitment activities, ensuring staffing needs are met for the DPAYG trial.

What we need from you:

Articulate communicator who can explain complex ideas in a simple way, with a pleasant manner expressing genuine empathy with the customer Strong written and verbal communication skills.Excellent customer service skills.Good IT skills with the ability to pick up new systems and keep up to date with new developments.Understand and adhere to the principles of GDPR. Good team player and high attention to detail

As well as a competitive salary, we’ll also offer you:

An excellent defined benefit pension scheme32 days’ holiday per year, rising to 34 after 2 yearsFlexible working hoursFree First Class duty travel on the EMR networkFree standard leisure travel on the EMR network and Train Operating Companies under Transport UK & LNER75% discount on national leisure travel (inc partner and dependants)Friends and Family discounted tickets on the EMR networkVarious training opportunitiesEmployee benefits portal with access to generous discounts, Cycle 2 Work Scheme …and many more!

EMR has a hybrid working policy which is applicable for this role. This means the role can be based at home 2-3 days per week and on site 2-3 days per week, once you’ve obtained competency in the role and subject to the line manager’s approval. Should you wish to work full time on site, this is also an option.

We are open minded to applications from people who wish to have flexible working. Many of the team work flexibly in many different ways. Please talk to us at interview about the flexibility you need. We can’t promise to give you exactly what you want, but we do promise not to judge you for asking.

To apply please complete the online application form and upload your CV, as we operate blind screening please remove personal details, including your name, from your CV.

We promise to treat you fairly, consistently and with respect throughout the application, assessment and selection process.

Closing Date: 24 Apr 2025

Department: Managerial/Administration

Salary: £32,000 to £36,000