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. 

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. 

*Exciting News*

Join Our Team as a Station Supervisor at Lincoln Station!

This is a part time vacancy working 18.5hrs per week working to a shift pattern, this includes weekends.

Are you ready to step into a pivotal role at the heart of the railway network? We're looking for an enthusiastic, customer-focused individual to take the lead in managing the daily operations at Lincoln Station — one of the region’s busiest and most important transport hubs.

This is more than just a job. It’s an opportunity to make a real difference every single day — to passengers, to colleagues, and to the safe, smooth running of the rail network.

What’s the Role?

As Station Supervisor, you’ll be the go-to person ensuring everything at Lincoln Station runs like clockwork. From overseeing the station team and retail services to managing disruption and maintaining high safety and cleanliness standards, you'll be leading from the front.

You’ll coordinate staff and contractors, liaise with Train Operating Companies (TOCs), handle incidents and emergencies, and ensure our customers receive exceptional service and up-to-date information at all times.

This role involves a mix of operational management, people leadership, and hands-on involvement — no two days will ever be the same.

What We’re Looking For:

• A calm, confident leader who can take control in high-pressure situations
• A team player with strong communication skills
• Someone who thrives on responsibility and takes pride in their work
• A problem-solver who can think on their feet
• A positive, can-do attitude and professional approach
• Flexible to work unsociable hours including weekends and holidays

You’ll need to be computer literate, numerate, and capable of understanding railway rules and regulations (full training provided). Experience in customer service or operational management is a big plus — but more importantly, we’re looking for someone who is committed to safety, service, and making a difference.

What You’ll Be Doing Day-to-Day:

• Supervising station staff and overseeing daily operations
• Ensuring the station is safe, clean, and welcoming
• Managing disruption, coordinating replacement transport and communicating clearly with customers
• Monitoring staff performance, rostering shifts, and maintaining operational records
• Acting as the Designated Person in Charge during incidents or major events
• Handling customer queries, complaints, and lost property
• Working closely with security and emergency services when needed
• Conducting safety checks, training, and audits

Why Join Us?

This is a key frontline role in a supportive, professional environment. We’ll provide you with:

• Comprehensive training and ongoing development
• A structured career path within the railway industry
• Opportunities to take on more responsibility and grow your leadership skills
• A chance to work with a close-knit team committed to service excellence

If you’re passionate about people, service, and safety — and want to be part of something meaningful — this is your chance.

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: 28 Jun 2026

Department: Customer Experience

Salary: £19.600.45 per annum
Free travel EMR services and 75% discount on all other train operators

Customer Service Officer – Leicester Station

Make a difference every day with East Midlands Railway

At East Midlands Railway (EMR), we're proud to be One Team. Every day, our people help keep customers moving safely, reliably, and comfortably across the East Midlands and beyond.

With over 2,600 colleagues, we're passionate about delivering great service, doing the right thing, and creating a railway that puts customers at the heart of everything we do. Our Customer Service Officers play a vital role in making that happen.

Ten times accredited as a Top Employer and Gold accredited under the Inclusive Employers Standard, we're committed to creating a workplace where everyone feels valued, supported and empowered to be themselves.

Are you someone who enjoys helping people and making a positive impact?

We're looking for future Customer Service Officers to join our team at Leicester Station.

This is a varied and rewarding role where no two days are the same. You'll be the friendly face customers see when they arrive at the station, providing information, support and reassurance, while also helping to ensure trains are dispatched safely and services run smoothly.

Whether you're assisting a customer who needs extra support, providing travel information during disruption, or helping dispatch a train safely from the platform, you'll make a real difference to our customers' journeys.

What you'll be doing

As a Customer Service Officer, you'll:

• Safely and efficiently dispatch trains from the platform
• Welcome customers and help them navigate the station
• Provide travel information and guidance during service disruption
• Support customers requiring additional assistance, including vulnerable passengers
• Carry out station safety and security checks
• Be a visible and approachable presence throughout the station
• Work closely with colleagues to deliver a safe, reliable and welcoming environment
• Represent EMR positively by delivering outstanding customer service every day

What we're looking for

You don't need previous railway experience – we'll provide all the training you need.

We're looking for people who:

• Enjoy working with customers and helping others
• Communicate confidently and clearly
• Remain calm and professional under pressure
• Take initiative and can think on their feet
• Enjoy working as part of a team
• Have a positive, can-do attitude
• Are committed to delivering safe and excellent customer service

Your working pattern

This role operates on a shift-based rota covering early mornings, evenings, weekends and bank holidays.
Flexibility is important, but your roster will be provided in advance to help you plan your work-life balance.

Training and safety

Customer Service Officer is a safety-critical role.
As part of the recruitment process, you'll be required to complete a safety medical assessment, including drugs and alcohol screening and colour vision testing.
Don't worry – we'll support you through every stage of the process.
You'll receive comprehensive training through a combination of classroom learning and on-the-job mentoring to ensure you feel confident and prepared for the role.

What we offer

In return, you'll receive:

• Competitive salary
• Defined benefit pension scheme
• Free leisure travel on the EMR network and with Abellio and LNER
• 75% discount on national leisure travel for you and your eligible dependants
• Friends and family discounts on EMR services
• Employee benefits and wellbeing support
• Excellent training and career development opportunities

Information Session:

Want to learn more before applying?
Join our online Information Session on Microsoft Teams, where we'll provide an overview of the role, explain the shift patterns, discuss expectations, and answer any questions you may have.
Date: Thursday 18 June
Time: 5:00pm

Please register your interest using the link below by 17 June. Please note that registering for the information session is not an application for the role.

Customer Service Officer Information Session – Register Here Leicester Customer Service Officer Information Session – Fill in form

How to apply

To apply, please complete the online application form and upload your CV.
As part of our blind screening process, please remove all personal information, including your name, from your CV before uploading.
Successful candidates may either be offered a position immediately or placed into our talent pool for up to 12 months, allowing us to contact you when a suitable vacancy becomes available.

Creating a more inclusive railway

At EMR, we're committed to building a workforce that reflects the diverse communities we serve.
We recognise that women and people from ethnic minority backgrounds are currently under-represented in some areas of our workforce. We actively encourage applications from individuals within these groups and welcome applications from all backgrounds, experiences and communities.

Whoever you are, if you're passionate about helping people and delivering great service, we'd love to hear from you.

Closing Date: 25 Jun 2026

Department: Customer Experience

Salary: Year 1 - £26,968.12, Year 2 - £28,466.35, Year 3 - £29,964.58
10% Unsocial shift Hours Allowance