Travel Advisor - Nottingham

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 Nottingham team make a crucial contribution to this. 

Nine 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 have a really exciting opportunity for a passionate, customer focused individual to join Nottingham station as a Travel Advisor on a full time basis

This challenging, varied and sometimes demanding role ensures that customers receive accurate and impartial information and that they purchase the most appropriate ticket for their journey. We want our customers to leave the station feeling pleased with their ticket purchase and the fantastic service they have received from our Travel Advisors.  

Our Travel Advisors are based in the Ticket Office of the station and help customers with their train ticket purchases, travel queries, and use their expertise to offer advice and guidance on the best options for travel.  The Ticket Office is often the point of call our customers will go to for general enquiries, so you will often find yourself being their first point of contact.  Therefore, excellent communication and customer service skills are key qualities for our Travel Advisors. 

The successful applicant should also have the ability to remain calm and focused under pressure.

You would also be responsible for cashing up your till and cash handling in the cash office. 

What are we looking for?

You will be hard working and always happy to provide an amazing service with a smile!  You'll also be polite, responsible and very resilient.

Your personality plays a massive part in the level of service you provide, we want to our customers to love and remember their experience on East Midlands Trains. So if you are passionate, professional and want to make a difference to someone's day, we want to hear from you!

Providing this level of service in all circumstances, on good days and days of disruption, from the first train of the day through to ones late at night. The role is shift work based on a rota to provide customer service throughout the whole day including weekends. So you will need to be flexible in order to work the shifts at the station. There is also lone working in the ticket office at this station.

These are subject to change with timetable changes or business need. 

A working knowledge of a retail environment, ticket types and products would be an advantage but not necessary as the successful candidate will undertake full retail training in the classroom before a mentor period at the station.

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

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. 

Please note: this is for a talent pool, therefore candidates that pass the recruitment process will be placed in a talent pool for the next available vacancy. Candidates will have a maximum time of 12 months in the talent pool and will not need to re-apply for the role during this time.

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: 03 Jun 2025

Department: Customer Experience

Salary: Year 1 - £27,698.94 Year 2 - £29237.77, Year 3 - £30,776.60 You will also receive 10% unsocial Shift Allowance