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<rss version="2.0" siteURL="https://jobs.eastmidlandsrailway.co.uk/" siteName="Jobs at East Midlands Railway" cssPath="/Org/Layout/Css/v14"
  catType="category" catTypes="categories"
  catTitle="Customer Experience" >
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    <title>Jobs at East Midlands Railway | Customer Experience</title>
    <link>https://jobs.eastmidlandsrailway.co.uk/Vacancies.aspx?cat=453&amp;type=5</link>
    <description>Latest job vacancies at East Midlands Railway</description>
    
        <item>
          <title><![CDATA[Customer Ambassador - Fixed term contract - Nottingham (2026-70)]]></title>
          <link>https://jobs.eastmidlandsrailway.co.uk/rss/click.aspx?ref=2026-70</link>
          <guid>https://jobs.eastmidlandsrailway.co.uk/rss/click.aspx?ref=2026-70</guid>
          <description><![CDATA[
            <p id="isPasted">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 Station team make a crucial contribution to this.&nbsp;</p><p>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.</p><p><strong>Customer Ambassador&nbsp;</strong><strong>&ndash; Fixed Term Contract &ndash; Nottingham</strong></p><p><strong>Be the welcoming face of EMR and help make every customer journey a positive one.</strong></p><p>Our <strong>Customer Ambassador</strong> are at the heart of the customer experience at our stations. As one of the first people customers may meet when they arrive, you&rsquo;ll play an important role in creating a friendly, welcoming and safe environment for everyone travelling with EMR.</p><p>You&rsquo;ll be there to greet customers, provide help and information, answer questions and offer guidance throughout their journey. Whether that&rsquo;s helping someone find their platform, supporting a customer who needs additional assistance or simply providing a friendly face and a warm welcome, your positive attitude can make a real difference.</p><p>You will be the <strong>face of EMR at the station</strong>, and we&rsquo;re looking for people with positive energy, a genuine passion for helping others, a can-do attitude and a strong work ethic to join our fantastic team in <strong id="isPasted">Nottingham</strong>.</p><p>Customer Ambassadors will provide a friendly, visible and proactive presence, helping customers navigate their journey and ensuring they have the information and support they need.</p><p><strong>Key responsibilities include:</strong></p><ul><li>Providing live train service and disruption information</li><li>Supporting customers with journey planning</li><li>Providing platform guidance and directions</li><li>Offering advice on ticket acceptance and validity</li><li>Providing information and guidance on Delay Repay</li><li>Supporting customers with rail replacement services</li><li>Helping customers with wayfinding and navigating the station</li><li>Providing onward travel information</li><li>Supporting queue management during busy periods</li><li>Proactively engaging with customers, offering reassurance and assistance where needed</li><li>Providing drink apology vouchers, as appropriate, along with other customer care items such as sweets or chocolates</li><li>Support with Passenger Assistance as and when required.<br>&nbsp;<br>&nbsp;</li></ul><p><strong>About you</strong></p><p>You don&rsquo;t need previous railway experience to become a <strong>Customer Ambassador</strong>. Previous experience in a customer-facing role would be advantageous, but it&rsquo;s <strong>not essential</strong>.</p><p>What matters most to us is your attitude and your approach to customer service.</p><p>We&rsquo;re looking for people who are:</p><ul type="disc"><li>Friendly, approachable and confident when speaking with customers.</li><li>Passionate about providing excellent customer service.</li><li>Positive, enthusiastic and able to bring energy to every interaction.</li><li>Calm and professional when dealing with challenging situations.</li><li>Hard-working, reliable and willing to go the extra mile for our customers.</li><li>Comfortable working as part of a team.</li><li>Able to communicate clearly with a wide range of people.</li><li>Proactive and willing to learn and develop within the role.</li></ul><p><strong><br>Full training will be provided to successful candidates</strong>, so if you have the right attitude and a passion for helping people, we&rsquo;d love to hear from you.</p><p><strong>Working with us</strong></p><p><em>As a&nbsp;</em><strong>Customer Ambassador</strong><em>, you will be required to be flexible, working 35hrs per week over 5 days between Sunday to Saturday&nbsp;</em></p><p><strong>As well as a competitive salary, we&rsquo;ll also offer you:</strong></p><ul type="disc"><li>Defined benefit pension scheme.</li><li>Free standard leisure travel on the EMR network and Train Operating Companies under Transport UK &amp; LNER.</li><li>Friends and Family discounted tickets on the EMR network.</li><li>75% discount on national leisure travel (including partner and dependants).</li><li>Up to 32 days annual leave per year.</li><li>And many more benefits!</li></ul><p><strong><br>How to apply</strong></p><p>To apply, please complete the online application form and upload your CV.</p><p>As we operate a <strong>blind screening process</strong>, please remove all personal information, including your name, from your CV.</p><p>Due to the nature of this role, if your application is shortlisted, you will be invited to complete an online Task-Based Assessment as part of the next stage of our application and shortlisting process.</p><p><strong>If you pass the online Task Based Assessment you will be invite to attend an Assessment Day on the Thursday 24<sup>th</sup> September.</strong></p><p><strong>If you&rsquo;re passionate about people, enjoy helping others and want to be part of the team that makes a difference to our customers every day, we&rsquo;d love to hear from you.</strong></p><p>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&rsquo;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.</p>
            <p>
              Closing Date: 30 Aug 2026<br />
            </p>
            <p>
              Department: Customer Experience
            </p>
            <p>Salary:  &#163;26,661.87<br/> You will also receive 10% unsocial Shift Allowance</p>
          ]]></description>
          <category><![CDATA[Customer Experience]]></category>
          <pubDate>Fri, 21 Aug 2026 00:00:00 GMT</pubDate>
        </item>
      
        <item>
          <title><![CDATA[Customer Ambassador - Fixed term contract - Sheffield (2026-71)]]></title>
          <link>https://jobs.eastmidlandsrailway.co.uk/rss/click.aspx?ref=2026-71</link>
          <guid>https://jobs.eastmidlandsrailway.co.uk/rss/click.aspx?ref=2026-71</guid>
          <description><![CDATA[
            <p id="isPasted">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 Station team make a crucial contribution to this.&nbsp;</p><p>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.</p><p><strong>Customer Ambassador&nbsp;</strong><strong>&ndash; Fixed Term Contract &ndash; Sheffield</strong></p><p><strong>Be the welcoming face of EMR and help make every customer journey a positive one.</strong></p><p>Our <strong>Customer Ambassador</strong> are at the heart of the customer experience at our stations. As one of the first people customers may meet when they arrive, you&rsquo;ll play an important role in creating a friendly, welcoming and safe environment for everyone travelling with EMR.</p><p>You&rsquo;ll be there to greet customers, provide help and information, answer questions and offer guidance throughout their journey. Whether that&rsquo;s helping someone find their platform, supporting a customer who needs additional assistance or simply providing a friendly face and a warm welcome, your positive attitude can make a real difference.</p><p>You will be the <strong>face of EMR at the station</strong>, and we&rsquo;re looking for people with positive energy, a genuine passion for helping others, a can-do attitude and a strong work ethic to join our fantastic team in <strong id="isPasted">Sheffield</strong>.</p><p>Customer Ambassadors will provide a friendly, visible and proactive presence, helping customers navigate their journey and ensuring they have the information and support they need.</p><p><strong>Key responsibilities include:</strong></p><ul><li>Providing live train service and disruption information</li><li>Supporting customers with journey planning</li><li>Providing platform guidance and directions</li><li>Offering advice on ticket acceptance and validity</li><li>Providing information and guidance on Delay Repay</li><li>Supporting customers with rail replacement services</li><li>Helping customers with wayfinding and navigating the station</li><li>Providing onward travel information</li><li>Supporting queue management during busy periods</li><li>Proactively engaging with customers, offering reassurance and assistance where needed</li><li>Providing drink apology vouchers, as appropriate, along with other customer care items such as sweets or chocolates</li><li>Support with Passenger Assistance as and when required.<br>&nbsp;<br>&nbsp;</li></ul><p><strong>About you</strong></p><p>You don&rsquo;t need previous railway experience to become a <strong>Customer Ambassador</strong>. Previous experience in a customer-facing role would be advantageous, but it&rsquo;s <strong>not essential</strong>.</p><p>What matters most to us is your attitude and your approach to customer service.</p><p>We&rsquo;re looking for people who are:</p><ul type="disc"><li>Friendly, approachable and confident when speaking with customers.</li><li>Passionate about providing excellent customer service.</li><li>Positive, enthusiastic and able to bring energy to every interaction.</li><li>Calm and professional when dealing with challenging situations.</li><li>Hard-working, reliable and willing to go the extra mile for our customers.</li><li>Comfortable working as part of a team.</li><li>Able to communicate clearly with a wide range of people.</li><li>Proactive and willing to learn and develop within the role.</li></ul><p><strong><br>Full training will be provided to successful candidates</strong>, so if you have the right attitude and a passion for helping people, we&rsquo;d love to hear from you.</p><p><strong>Working with us</strong></p><p><em>As a&nbsp;</em><strong>Customer Ambassador</strong><em>, you will be required to be flexible, working 35hrs per week over 5 days between Sunday to Saturday&nbsp;</em></p><p><strong>As well as a competitive salary, we&rsquo;ll also offer you:</strong></p><ul type="disc"><li>Defined benefit pension scheme.</li><li>Free standard leisure travel on the EMR network and Train Operating Companies under Transport UK &amp; LNER.</li><li>Friends and Family discounted tickets on the EMR network.</li><li>75% discount on national leisure travel (including partner and dependants).</li><li>Up to 32 days annual leave per year.</li><li>And many more benefits!</li></ul><p><strong><br>How to apply</strong></p><p>To apply, please complete the online application form and upload your CV.</p><p>As we operate a <strong>blind screening process</strong>, please remove all personal information, including your name, from your CV.</p><p>Due to the nature of this role, if your application is shortlisted, you will be invited to complete an online Task-Based Assessment as part of the next stage of our application and shortlisting process.</p><p><strong>If you pass the online Task Based Assessment you will be invite to attend an Assessment Day on the Thursday 24<sup>th</sup> September.</strong></p><p><strong>If you&rsquo;re passionate about people, enjoy helping others and want to be part of the team that makes a difference to our customers every day, we&rsquo;d love to hear from you.</strong></p><p>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&rsquo;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.</p>
            <p>
              Closing Date: 30 Aug 2026<br />
            </p>
            <p>
              Department: Customer Experience
            </p>
            <p>Salary:  &#163;26,661.87<br/> You will also receive 10% unsocial Shift Allowance</p>
          ]]></description>
          <category><![CDATA[Customer Experience]]></category>
          <pubDate>Fri, 21 Aug 2026 00:00:00 GMT</pubDate>
        </item>
      
        <item>
          <title><![CDATA[Customer Ambassador - Fixed term contract - Leicester (2026-72)]]></title>
          <link>https://jobs.eastmidlandsrailway.co.uk/rss/click.aspx?ref=2026-72</link>
          <guid>https://jobs.eastmidlandsrailway.co.uk/rss/click.aspx?ref=2026-72</guid>
          <description><![CDATA[
            <p id="isPasted">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 Station team make a crucial contribution to this.&nbsp;</p><p>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.</p><p><strong>Customer Ambassador&nbsp;</strong><strong>&ndash; Fixed Term Contract &ndash; Leicester</strong></p><p><strong>Be the welcoming face of EMR and help make every customer journey a positive one.</strong></p><p>Our <strong>Customer Ambassador</strong> are at the heart of the customer experience at our stations. As one of the first people customers may meet when they arrive, you&rsquo;ll play an important role in creating a friendly, welcoming and safe environment for everyone travelling with EMR.</p><p>You&rsquo;ll be there to greet customers, provide help and information, answer questions and offer guidance throughout their journey. Whether that&rsquo;s helping someone find their platform, supporting a customer who needs additional assistance or simply providing a friendly face and a warm welcome, your positive attitude can make a real difference.</p><p>You will be the <strong>face of EMR at the station</strong>, and we&rsquo;re looking for people with positive energy, a genuine passion for helping others, a can-do attitude and a strong work ethic to join our fantastic team in <strong id="isPasted">&nbsp;Leicester</strong>.</p><p>Customer Ambassadors will provide a friendly, visible and proactive presence, helping customers navigate their journey and ensuring they have the information and support they need.</p><p><strong>Key responsibilities include:</strong></p><ul><li>Providing live train service and disruption information</li><li>Supporting customers with journey planning</li><li>Providing platform guidance and directions</li><li>Offering advice on ticket acceptance and validity</li><li>Providing information and guidance on Delay Repay</li><li>Supporting customers with rail replacement services</li><li>Helping customers with wayfinding and navigating the station</li><li>Providing onward travel information</li><li>Supporting queue management during busy periods</li><li>Proactively engaging with customers, offering reassurance and assistance where needed</li><li>Providing drink apology vouchers, as appropriate, along with other customer care items such as sweets or chocolates</li><li>Support with Passenger Assistance as and when required.<br>&nbsp;<br>&nbsp;</li></ul><p><strong>About you</strong></p><p>You don&rsquo;t need previous railway experience to become a <strong>Customer Ambassador</strong>. Previous experience in a customer-facing role would be advantageous, but it&rsquo;s <strong>not essential</strong>.</p><p>What matters most to us is your attitude and your approach to customer service.</p><p>We&rsquo;re looking for people who are:</p><ul type="disc"><li>Friendly, approachable and confident when speaking with customers.</li><li>Passionate about providing excellent customer service.</li><li>Positive, enthusiastic and able to bring energy to every interaction.</li><li>Calm and professional when dealing with challenging situations.</li><li>Hard-working, reliable and willing to go the extra mile for our customers.</li><li>Comfortable working as part of a team.</li><li>Able to communicate clearly with a wide range of people.</li><li>Proactive and willing to learn and develop within the role.</li></ul><p><strong><br>Full training will be provided to successful candidates</strong>, so if you have the right attitude and a passion for helping people, we&rsquo;d love to hear from you.</p><p><strong>Working with us</strong></p><p><em>As a&nbsp;</em><strong>Customer Ambassador</strong><em>, you will be required to be flexible, working 35hrs per week over 5 days between Sunday to Saturday&nbsp;</em></p><p><strong>As well as a competitive salary, we&rsquo;ll also offer you:</strong></p><ul type="disc"><li>Defined benefit pension scheme.</li><li>Free standard leisure travel on the EMR network and Train Operating Companies under Transport UK &amp; LNER.</li><li>Friends and Family discounted tickets on the EMR network.</li><li>75% discount on national leisure travel (including partner and dependants).</li><li>Up to 32 days annual leave per year.</li><li>And many more benefits!</li></ul><p><strong><br>How to apply</strong></p><p>To apply, please complete the online application form and upload your CV.</p><p>As we operate a <strong>blind screening process</strong>, please remove all personal information, including your name, from your CV.</p><p>Due to the nature of this role, if your application is shortlisted, you will be invited to complete an online Task-Based Assessment as part of the next stage of our application and shortlisting process.</p><p><strong>If you pass the online Task Based Assessment you will be invite to attend an Assessment Day on the Thursday 24<sup>th</sup> September.</strong></p><p><strong>If you&rsquo;re passionate about people, enjoy helping others and want to be part of the team that makes a difference to our customers every day, we&rsquo;d love to hear from you.</strong></p><p>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&rsquo;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.</p>
            <p>
              Closing Date: 30 Aug 2026<br />
            </p>
            <p>
              Department: Customer Experience
            </p>
            <p>Salary:  &#163;26,661.87<br/> You will also receive 10% unsocial Shift Allowance</p>
          ]]></description>
          <category><![CDATA[Customer Experience]]></category>
          <pubDate>Fri, 21 Aug 2026 00:00:00 GMT</pubDate>
        </item>
      
        <item>
          <title><![CDATA[Customer Ambassador - Fixed term contract - St Pancras (2026-73)]]></title>
          <link>https://jobs.eastmidlandsrailway.co.uk/rss/click.aspx?ref=2026-73</link>
          <guid>https://jobs.eastmidlandsrailway.co.uk/rss/click.aspx?ref=2026-73</guid>
          <description><![CDATA[
            <p id="isPasted">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 Station team make a crucial contribution to this.&nbsp;</p><p>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.</p><p><strong>Customer Ambassador&nbsp;</strong><strong>&ndash; Fixed Term Contract &ndash; London St Pancras</strong></p><p><strong>Be the welcoming face of EMR and help make every customer journey a positive one.</strong></p><p>Our <strong>Customer Ambassador</strong> are at the heart of the customer experience at our stations. As one of the first people customers may meet when they arrive, you&rsquo;ll play an important role in creating a friendly, welcoming and safe environment for everyone travelling with EMR.</p><p>You&rsquo;ll be there to greet customers, provide help and information, answer questions and offer guidance throughout their journey. Whether that&rsquo;s helping someone find their platform, supporting a customer who needs additional assistance or simply providing a friendly face and a warm welcome, your positive attitude can make a real difference.</p><p>You will be the <strong>face of EMR at the station</strong>, and we&rsquo;re looking for people with positive energy, a genuine passion for helping others, a can-do attitude and a strong work ethic to join our fantastic team in <strong id="isPasted">St Pancras</strong>.</p><p>Customer Ambassadors will provide a friendly, visible and proactive presence, helping customers navigate their journey and ensuring they have the information and support they need.</p><p><strong>Key responsibilities include:</strong></p><ul><li>Providing live train service and disruption information</li><li>Supporting customers with journey planning</li><li>Providing platform guidance and directions</li><li>Offering advice on ticket acceptance and validity</li><li>Providing information and guidance on Delay Repay</li><li>Supporting customers with rail replacement services</li><li>Helping customers with wayfinding and navigating the station</li><li>Providing onward travel information</li><li>Supporting queue management during busy periods</li><li>Proactively engaging with customers, offering reassurance and assistance where needed</li><li>Providing drink apology vouchers, as appropriate, along with other customer care items such as sweets or chocolates</li><li>Support with Passenger Assistance as and when required.<br>&nbsp;<br><strong>About you</strong></li></ul><p>You don&rsquo;t need previous railway experience to become a <strong>Customer Ambassador</strong>. Previous experience in a customer-facing role would be advantageous, but it&rsquo;s <strong>not essential</strong>.</p><p>What matters most to us is your attitude and your approach to customer service.</p><p>We&rsquo;re looking for people who are:</p><ul type="disc"><li>Friendly, approachable and confident when speaking with customers.</li><li>Passionate about providing excellent customer service.</li><li>Positive, enthusiastic and able to bring energy to every interaction.</li><li>Calm and professional when dealing with challenging situations.</li><li>Hard-working, reliable and willing to go the extra mile for our customers.</li><li>Comfortable working as part of a team.</li><li>Able to communicate clearly with a wide range of people.</li><li>Proactive and willing to learn and develop within the role.</li></ul><p><strong><br>Full training will be provided to successful candidates</strong>, so if you have the right attitude and a passion for helping people, we&rsquo;d love to hear from you.</p><p><strong>Working with us</strong></p><p><em>As a&nbsp;</em><strong>Customer Ambassador</strong><em>, you will be required to be flexible, working 35hrs per week over 5 days between Sunday to Saturday&nbsp;</em></p><p><strong>As well as a competitive salary, we&rsquo;ll also offer you:</strong></p><ul type="disc"><li>Defined benefit pension scheme.</li><li>Free standard leisure travel on the EMR network and Train Operating Companies under Transport UK &amp; LNER.</li><li>Friends and Family discounted tickets on the EMR network.</li><li>75% discount on national leisure travel (including partner and dependants).</li><li>Up to 32 days annual leave per year.</li><li>And many more benefits!</li></ul><p><strong><br>How to apply</strong></p><p>To apply, please complete the online application form and upload your CV.</p><p>As we operate a <strong>blind screening process</strong>, please remove all personal information, including your name, from your CV.</p><p>Due to the nature of this role, if your application is shortlisted, you will be invited to complete an online Task-Based Assessment as part of the next stage of our application and shortlisting process.</p><p><strong>If you pass the online Task Based Assessment you will be invite to attend an Assessment Day on the Thursday 24<sup>th</sup> September.</strong></p><p><strong>If you&rsquo;re passionate about people, enjoy helping others and want to be part of the team that makes a difference to our customers every day, we&rsquo;d love to hear from you.</strong></p><p>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&rsquo;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.</p>
            <p>
              Closing Date: 30 Aug 2026<br />
            </p>
            <p>
              Department: Customer Experience
            </p>
            <p>Salary:  &#163;26,485.41 plus London Allowance &#163;2,855.17 per anum<br/> You will also receive 10% unsocial Shift Allowance</p>
          ]]></description>
          <category><![CDATA[Customer Experience]]></category>
          <pubDate>Fri, 21 Aug 2026 00:00:00 GMT</pubDate>
        </item>
      
        <item>
          <title><![CDATA[Customer Ambassador - Fixed term contract - Derby (2026-74)]]></title>
          <link>https://jobs.eastmidlandsrailway.co.uk/rss/click.aspx?ref=2026-74</link>
          <guid>https://jobs.eastmidlandsrailway.co.uk/rss/click.aspx?ref=2026-74</guid>
          <description><![CDATA[
            <p id="isPasted">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 Station team make a crucial contribution to this.&nbsp;</p><p>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.</p><p><strong>Customer Ambassador&nbsp;</strong><strong>&ndash; Fixed Term Contract &ndash; Derby</strong></p><p><strong>Be the welcoming face of EMR and help make every customer journey a positive one.</strong></p><p>Our <strong>Customer Ambassador</strong> are at the heart of the customer experience at our stations. As one of the first people customers may meet when they arrive, you&rsquo;ll play an important role in creating a friendly, welcoming and safe environment for everyone travelling with EMR.</p><p>You&rsquo;ll be there to greet customers, provide help and information, answer questions and offer guidance throughout their journey. Whether that&rsquo;s helping someone find their platform, supporting a customer who needs additional assistance or simply providing a friendly face and a warm welcome, your positive attitude can make a real difference.</p><p>You will be the <strong>face of EMR at the station</strong>, and we&rsquo;re looking for people with positive energy, a genuine passion for helping others, a can-do attitude and a strong work ethic to join our fantastic team in <strong id="isPasted">Derby</strong>.</p><p>Customer Ambassadors will provide a friendly, visible and proactive presence, helping customers navigate their journey and ensuring they have the information and support they need.</p><p><strong>Key responsibilities include:</strong></p><ul><li>Providing live train service and disruption information</li><li>Supporting customers with journey planning</li><li>Providing platform guidance and directions</li><li>Offering advice on ticket acceptance and validity</li><li>Providing information and guidance on Delay Repay</li><li>Supporting customers with rail replacement services</li><li>Helping customers with wayfinding and navigating the station</li><li>Providing onward travel information</li><li>Supporting queue management during busy periods</li><li>Proactively engaging with customers, offering reassurance and assistance where needed</li><li>Providing drink apology vouchers, as appropriate, along with other customer care items such as sweets or chocolates</li><li>Support with Passenger Assistance as and when required.<br>&nbsp;</li></ul><p><strong>About you</strong></p><p>You don&rsquo;t need previous railway experience to become a <strong>Customer Ambassador</strong>. Previous experience in a customer-facing role would be advantageous, but it&rsquo;s <strong>not essential</strong>.</p><p>What matters most to us is your attitude and your approach to customer service.</p><p>We&rsquo;re looking for people who are:</p><ul type="disc"><li>Friendly, approachable and confident when speaking with customers.</li><li>Passionate about providing excellent customer service.</li><li>Positive, enthusiastic and able to bring energy to every interaction.</li><li>Calm and professional when dealing with challenging situations.</li><li>Hard-working, reliable and willing to go the extra mile for our customers.</li><li>Comfortable working as part of a team.</li><li>Able to communicate clearly with a wide range of people.</li><li>Proactive and willing to learn and develop within the role.</li></ul><p><strong><br>Full training will be provided to successful candidates</strong>, so if you have the right attitude and a passion for helping people, we&rsquo;d love to hear from you.</p><p><strong>Working with us</strong></p><p><em>As a&nbsp;</em><strong>Customer Ambassador</strong><em>, you will be required to be flexible, working 35hrs per week over 5 days between Sunday to Saturday&nbsp;</em></p><p><strong>As well as a competitive salary, we&rsquo;ll also offer you:</strong></p><ul type="disc"><li>Defined benefit pension scheme.</li><li>Free standard leisure travel on the EMR network and Train Operating Companies under Transport UK &amp; LNER.</li><li>Friends and Family discounted tickets on the EMR network.</li><li>75% discount on national leisure travel (including partner and dependants).</li><li>Up to 32 days annual leave per year.</li><li>And many more benefits!</li></ul><p><strong><br>How to apply</strong></p><p>To apply, please complete the online application form and upload your CV.</p><p>As we operate a <strong>blind screening process</strong>, please remove all personal information, including your name, from your CV.</p><p>Due to the nature of this role, if your application is shortlisted, you will be invited to complete an online Task-Based Assessment as part of the next stage of our application and shortlisting process.</p><p><strong>If you pass the online Task Based Assessment you will be invite to attend an Assessment Day on the Thursday 24<sup>th</sup> September.</strong></p><p><strong>If you&rsquo;re passionate about people, enjoy helping others and want to be part of the team that makes a difference to our customers every day, we&rsquo;d love to hear from you.</strong></p><p>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&rsquo;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.</p>
            <p>
              Closing Date: 30 Aug 2026<br />
            </p>
            <p>
              Department: Customer Experience
            </p>
            <p>Salary:  &#163;26,661.87 per annum<br/> You will also receive 10% unsocial Shift Allowance</p>
          ]]></description>
          <category><![CDATA[Customer Experience]]></category>
          <pubDate>Fri, 21 Aug 2026 00:00:00 GMT</pubDate>
        </item>
      
        <item>
          <title><![CDATA[On Train Service Delivery Manager - Talent Pool (2026-OTSDM-NOTTS-TP)]]></title>
          <link>https://jobs.eastmidlandsrailway.co.uk/rss/click.aspx?ref=2026-OTSDM-NOTTS-TP</link>
          <guid>https://jobs.eastmidlandsrailway.co.uk/rss/click.aspx?ref=2026-OTSDM-NOTTS-TP</guid>
          <description><![CDATA[
            <p style='font-family: Verdana, "Lucida Grande", Arial, Helvetica, sans-serif; font-size: 11px;' id="isPasted"><img data-fr-image-pasted="true" width="481" src="https://jobs.eastmidlandsrailway.co.uk/Upload/vacancies/images/3548/1730383673366.png" style="border: 0px;" class="fr-fic fr-dii">&nbsp;</p><p style='font-family: Verdana, "Lucida Grande", Arial, Helvetica, sans-serif; font-size: 11px;'>&nbsp;</p><p style='font-family: Verdana, "Lucida Grande", Arial, Helvetica, sans-serif; font-size: 11px;'>We are proud to be <a href="https://www.eastmidlandsrailway.co.uk/help-manage/about-us/job-vacancies/we-are-emr" target="_blank" style="color: rgb(49, 25, 109); font-size: 1em; text-decoration: underline; white-space: nowrap;"><strong>One Team</strong></a> at East Midlands Railway (EMR). We are passionate about <strong>keeping people safe, delighting our customers</strong>, <strong>doing the right thing&nbsp;</strong>and delivering easier journeys every day. With over 2,600 employees, our people are the reason we are so successful. 10 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. &nbsp;</p><p style='font-family: Verdana, "Lucida Grande", Arial, Helvetica, sans-serif; font-size: 11px;'><br></p><p style='font-family: Verdana, "Lucida Grande", Arial, Helvetica, sans-serif; font-size: 11px;'><strong>We have an outstanding opportunity to join our Talent Pool for the role of On Train Service Delivery Manager based at Nottingham. &nbsp;&nbsp;</strong></p><p style='font-family: Verdana, "Lucida Grande", Arial, Helvetica, sans-serif; font-size: 11px;'><em>The Talent Pool means that while we do not have an immediate vacancy at the time of advertising, we are recruiting into a talent pool in readiness for the next available vacancy. &nbsp;Successful candidates will remain in the pool for a maximum of 12 months. &nbsp;During this 12 month period, we can consider you for the role whenever a vacancy arises.</em>&nbsp;</p><p style='font-family: Verdana, "Lucida Grande", Arial, Helvetica, sans-serif; font-size: 11px;'>We&rsquo;re looking for a business manager and people leader to join us at East Midlands Railway, where you&rsquo;ll find your place as a leader representing the communities we serve and driving a sustainable railway for the East Midlands. As an On-Train Service Delivery Manager, you will be empowered to move your depot from good to great through effective leadership and customer-focused innovation. &nbsp;</p><p style='font-family: Verdana, "Lucida Grande", Arial, Helvetica, sans-serif; font-size: 11px;'>To be successful in the role, you&rsquo;ll have previous experience in leading a team in an agile, fast-paced environment, and you&rsquo;ll champion our vision and values to ensure that customers are at the heart of our sustainable railway for the East Midlands. You will understand how your depot interacts with the wider railway industry, recognise the needs of your train crew, and identify opportunities to improve both customer service and the commercial success of the business.&nbsp;</p><p style='font-family: Verdana, "Lucida Grande", Arial, Helvetica, sans-serif; font-size: 11px;'>&nbsp;</p><p style='font-family: Verdana, "Lucida Grande", Arial, Helvetica, sans-serif; font-size: 11px;'><strong>The Opportunity</strong>  &nbsp;</p><p style='font-family: Verdana, "Lucida Grande", Arial, Helvetica, sans-serif; font-size: 11px;'>Reporting to the On-Train Depot Manager, you will have sole responsibility for managing a team of Senior Conductors, Train Managers, and Customer Hosts. You&rsquo;ll be supported by multiple subject matter experts as well as having access to a range of development programs to support you being successful within the role. &nbsp;You&rsquo;ll drive business initiatives with positivity and pace, ensuring the delivery of EMR&rsquo;s people, safety, and performance commitments. Additionally, you will work closely with the wider on-train depot management team to implement and deliver engagement and performance strategies, fostering a culture of excellence across your team.&nbsp;</p><p style='font-family: Verdana, "Lucida Grande", Arial, Helvetica, sans-serif; font-size: 11px;'>&nbsp;</p><p style='font-family: Verdana, "Lucida Grande", Arial, Helvetica, sans-serif; font-size: 11px;'><strong>People &nbsp;</strong></p><ul type="disc" style='font-family: Verdana, "Lucida Grande", Arial, Helvetica, sans-serif; font-size: 11px;'><li>Develop and maintain good industrial relations with recognised trade unions. &nbsp;</li><li>Supporting the growth of your team through performance and development opportunities available within the business, building positive relationships to understand your teams&rsquo; personal challenges, setting realistic goals to drive engagement and improvement. &nbsp;</li><li>Own and manage Employee Relations cases (absence management, disciplinary and grievance investigations, flexible working etc..) complying to employment legislation as well as company policy and procedures. &nbsp;</li><li>Deliver engagement activities and support the business&rsquo; wellbeing plan. &nbsp;</li><li>Ensure that the right people with the right skills are recruited into the right role to enhance business capability and performance. &nbsp;<strong><br>&nbsp; &nbsp;</strong></li></ul><p style='font-family: Verdana, "Lucida Grande", Arial, Helvetica, sans-serif; font-size: 11px;'><strong>Safety &nbsp;</strong></p><ul type="disc" style='font-family: Verdana, "Lucida Grande", Arial, Helvetica, sans-serif; font-size: 11px;'><li>Sound and proactive management of train guard competency including fitness for duty checks, dispatch monitoring and implementing competency development plans where appropriate. &nbsp;</li><li>Respond to accidents and incidents, completing any associated investigations and presenting recommendations.&nbsp;</li><li>Promote a safe working culture on the railways through your team by conducting regular safety briefings and ensure compliance with industry rulebooks and the appropriate safety management systems. &nbsp;</li></ul><p style='font-family: Verdana, "Lucida Grande", Arial, Helvetica, sans-serif; font-size: 11px;'><strong>Performance &nbsp;</strong></p><ul type="disc" style='font-family: Verdana, "Lucida Grande", Arial, Helvetica, sans-serif; font-size: 11px;'><li>Critically analyse performance data</li><li>Identifying trends in performance for your depot</li></ul><p style='font-family: Verdana, "Lucida Grande", Arial, Helvetica, sans-serif; font-size: 11px;'>&nbsp;</p><p style='font-family: Verdana, "Lucida Grande", Arial, Helvetica, sans-serif; font-size: 11px;'>To be great in this role you will be committed to delivering great customer service and have the ability to inspire others to delight our customers on a daily basis, with a proven track record of managing high performing teams in a customer focused environment. &nbsp;</p><p style='font-family: Verdana, "Lucida Grande", Arial, Helvetica, sans-serif; font-size: 11px;'>Please note this role can at times involve irregular hours and on-call commitment. &nbsp;</p><p style='font-family: Verdana, "Lucida Grande", Arial, Helvetica, sans-serif; font-size: 11px;'><strong>&nbsp;</strong><strong>What We Offer</strong></p><ul type="disc" style='font-family: Verdana, "Lucida Grande", Arial, Helvetica, sans-serif; font-size: 11px;'><li>Competitive salary and pension scheme</li><li>Free First - Class Duty travel on the EMR network</li><li>Free Standard Class leisure travel for you, your partner AND dependents on EMR network</li><li>Flexible working hours and supportive team environment</li><li>32 days holiday per year, increasing to 34</li><li>Commitment to inclusion, diversity, and sustainability</li></ul><p style='font-family: Verdana, "Lucida Grande", Arial, Helvetica, sans-serif; font-size: 11px;'>&nbsp;</p><p style='font-family: Verdana, "Lucida Grande", Arial, Helvetica, sans-serif; font-size: 11px;'>This is a fantastic opportunity to anyone looking to take their next step into a challenging, fast paced management role. &nbsp;You will be part of a great team! &nbsp;</p><p style='font-family: Verdana, "Lucida Grande", Arial, Helvetica, sans-serif; font-size: 11px;'>To apply please complete the online application form and upload your CV, as we operate blind screening, please remove personal details from your CV.&nbsp;</p><p style='font-family: Verdana, "Lucida Grande", Arial, Helvetica, sans-serif; font-size: 11px;'>We promise to treat you fairly, consistently and with respect throughout the application, assessment and selection process.&nbsp;</p><p style='font-family: Verdana, "Lucida Grande", Arial, Helvetica, sans-serif; font-size: 11px;'><br style="color: rgb(0, 0, 0); font-family: Verdana, &quot;Lucida Grande&quot;, Arial, Helvetica, sans-serif; font-size: 11px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(220, 220, 220); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"></p><p style="box-sizing: border-box; margin: 0px 0px 25px; line-height: 23px;"><br style="box-sizing: border-box; color: rgb(81, 83, 74); font-family: &quot;Effra Regular&quot;, arial, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"></p>
            <p>
              Closing Date: 04 Sep 2026<br />
            </p>
            <p>
              Department: Customer Experience
            </p>
            <p>Salary:  &#163;46,062.63<br/> First Class Duty travel, Free Standard Class leisure travel and discounted travel on other train operating companies for you and for any partner and all dependents.</p>
          ]]></description>
          <category><![CDATA[Customer Experience]]></category>
          <pubDate>Fri, 21 Aug 2026 00:00:00 GMT</pubDate>
        </item>
      
        <item>
          <title><![CDATA[Retail Assistant - Skegness - Part Time (2026-65)]]></title>
          <link>https://jobs.eastmidlandsrailway.co.uk/rss/click.aspx?ref=2026-65</link>
          <guid>https://jobs.eastmidlandsrailway.co.uk/rss/click.aspx?ref=2026-65</guid>
          <description><![CDATA[
            <p><span class="fr-video fr-deletable fr-rv fr-fvc fr-dvb fr-draggable" contenteditable="false" draggable="true"><iframe width="640" height="360" src="https://www.youtube.com/embed/I3wd824BRYI?&wmode=opaque&rel=0" frameborder="0" allowfullscreen="" class="fr-draggable"><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span></iframe></span></p><p style="margin:0in;font-family:Calibri;font-size:11.0pt;">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 Station team make a crucial contribution to this.</p><p id="isPasted">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.&nbsp;</p><p>We have an exciting opportunity to join <strong>#TeamEMR</strong> as a <strong>Retail Assistant&nbsp;</strong>based at <strong>Skegness</strong><strong>&nbsp;station</strong>, this role requires you to work shifts with early starts and late finishes including weekends.</p><p><strong>This is a part time vacancy working 18.5hrs per week, including weekends&nbsp;</strong></p><p>Our Retail Assistants&nbsp;provide comprehensive customer service and care at the station, to maximise revenue income and to help maintain a clean, safe and presentable retail environment to our customers.</p><p>You will be responsible for the care of all station equipment and ensure compliance with health and safety is maintained at all times as well as high level of customer service.&nbsp;</p><p><strong>The Retail Assistant will also:</strong></p><ul type="disc"><li>Ensure customers are provided with the available accurate and timely information</li><li>Ensure own safety and that of others at all times</li><li>Provide a high quality ticket retailing and customer care service&nbsp;</li><li>Make reservations for customers and assist them with their travel arrangements</li><li>Proactively ensure that information is communicated within the station team and to other locations as appropriate</li><li>Comply fully with station accountancy, cash regulations and internal check procedures to ensure that revenue and vulnerable items are kept secure.</li><li>Ensure that cash is remitted promptly and according to EMT&rsquo;s procedures</li><li>Conduct station cleaning duties, and make the station safe, presentable and welcoming to customers as required</li><li>Announce train arrivals and departures as required</li><li>Ensure posters are displayed on the station, replacing any which are faded or out of date as required.</li><li>Assist with disabled passengers as required</li><li>Carry out fire and security checks in line with current risk levels and maintain a high level of security vigilance at all times</li><li>Undertake Evacuation Warden duties as required</li><li>Ensure that the station environment is kept safe for all users in all weather conditions, including undertaking winter weather precautions</li></ul><p>As a Retail Assistant, you will be required to work shifts, including some evenings and weekends. Offers made to successful candidates are also subject to<strong>&nbsp;</strong>satisfactory completion of a medical assessment, including drugs and alcohol screening.</p><p>Previous experience within a customer facing role would be advantageous, but is not essential. We are looking for hard working and customer focused people to join our team. &nbsp;Training will be provided to the successful candidates.&nbsp;</p><p>To apply please complete the 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. &nbsp;</p><p><strong>As well as a competitive salary, we&rsquo;ll also offer you:</strong></p><ul type="disc"><li>Defined benefit Pension scheme</li><li>Free standard leisure travel on the EMR network and Train Operating Companies under Abellio &amp; LNER</li><li>Friends and Family discounted tickets on the EMR network</li><li>75% discount on national leisure travel (inc partner and dependants)</li><li>Up to 32 days annual per year</li><li>&hellip;and many more!</li></ul><p>Previous experience within a customer facing role would be advantageous but is not essential. We are looking for hard working and customer focused people to join our team. &nbsp;Training will be provided to the successful candidates. &nbsp;</p><p>To apply please complete the 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. &nbsp;</p><p>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&rsquo;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.</p>
            <p>
              Closing Date: 25 Aug 2026<br />
            </p>
            <p>
              Department: Customer Experience
            </p>
            <p>Salary:  &#163;12,980.37 for the first 6 months then &#163;14,900.09 there after.</p>
          ]]></description>
          <category><![CDATA[Customer Experience]]></category>
          <pubDate>Tue, 18 Aug 2026 00:00:00 GMT</pubDate>
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