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.

Customer Ambassador – Fixed Term Contract – Derby

Be the welcoming face of EMR and help make every customer journey a positive one.

Our Customer Ambassador are at the heart of the customer experience at our stations. As one of the first people customers may meet when they arrive, you’ll play an important role in creating a friendly, welcoming and safe environment for everyone travelling with EMR.

You’ll be there to greet customers, provide help and information, answer questions and offer guidance throughout their journey. Whether that’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.

You will be the face of EMR at the station, and we’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 Derby.

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.

Key responsibilities include:

• Providing live train service and disruption information
• Supporting customers with journey planning
• Providing platform guidance and directions
• Offering advice on ticket acceptance and validity
• Providing information and guidance on Delay Repay
• Supporting customers with rail replacement services
• Helping customers with wayfinding and navigating the station
• Providing onward travel information
• Supporting queue management during busy periods
• Proactively engaging with customers, offering reassurance and assistance where needed
• Providing drink apology vouchers, as appropriate, along with other customer care items such as sweets or chocolates
• Support with Passenger Assistance as and when required.
   

About you

You don’t need previous railway experience to become a Customer Ambassador. Previous experience in a customer-facing role would be advantageous, but it’s not essential.

What matters most to us is your attitude and your approach to customer service.

We’re looking for people who are:

• Friendly, approachable and confident when speaking with customers.
• Passionate about providing excellent customer service.
• Positive, enthusiastic and able to bring energy to every interaction.
• Calm and professional when dealing with challenging situations.
• Hard-working, reliable and willing to go the extra mile for our customers.
• Comfortable working as part of a team.
• Able to communicate clearly with a wide range of people.
• Proactive and willing to learn and develop within the role.

Full training will be provided to successful candidates, so if you have the right attitude and a passion for helping people, we’d love to hear from you.

Working with us

As a Customer Ambassador, you will be required to be flexible, working 35hrs per week over 5 days between Sunday to Saturday 

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

• Defined benefit pension scheme.
• Free standard leisure travel on the EMR network and Train Operating Companies under Transport UK & LNER.
• Friends and Family discounted tickets on the EMR network.
• 75% discount on national leisure travel (including partner and dependants).
• Up to 32 days annual leave per year.
• And many more benefits!

How to apply

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.

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.

If you pass the online Task Based Assessment you will be invite to attend an Assessment Day on the Thursday 24^th September.

If you’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’d love to hear from you.

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: 30 Aug 2026

Department: Customer Experience

Salary: £26,661.87 per annum
You will also receive 10% unsocial Shift Allowance

We are proud to be One Team at East Midlands Railway. 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. Ten 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 us as a Fleet Performance Engineer.

About the role

You will be responsible for driving fleet performance improvements by using data and insight to identify opportunities, delivering improvement initiatives, and building strong relationships with internal teams and external partners to enhance reliability and operational performance.

Key responsibilities include:

Performance Improvement & Delivery

• Own and deliver Performance Improvement Plans for EMR fleets, ensuring actions are tracked, stakeholders are held accountable, and progress is reported.
• Work with Fleet Engineers and the Performance team to identify and implement technical improvements, modifications and process changes.
• Lead joint investigations into performance issues, identifying solutions across people, process and technical interfaces.
• Develop technical solutions to performance-related issues in collaboration with Fleet Engineers, ROSCOs, maintainers and external design consultants.

Stakeholder Collaboration & Relationship Management

• Work with key stakeholders across the business, particularly Fleet Engineers, to agree priorities for fleet performance and customer experience.
• Build strong relationships with Network Rail, Fleet teams, Operations and external partners to support the Joint Performance Strategy.
• Chair operational forums to ensure effective communication between Fleet, Drivers, Control and On Train teams.

Performance Data, Reporting & Governance

• Validate fleet performance data to ensure its accuracy and integrity, including vehicle defect and incident reporting.
• Monitor, analyse and report on fleet performance, using data to inform decisions and drive continuous improvement.
• Support Track Access Agreement claims by gathering, validating and collating relevant performance evidence.

External Partnership & Funding

• Represent Fleet within the EMR–Network Rail Joint Performance Team and Joint Performance Board.
• Identify and pursue funding opportunities with Network Rail and other stakeholders to support fleet performance initiatives.

Leadership & Team Support

• Deputise for the Fleet Performance Manager and other direct reports as required.

About you

• Degree qualified in an engineering discipline (or equivalent experience) and working towards Chartered Engineer status (Electrical or Mechanical).
• Experience in a technical, engineering or operational rail environment, with knowledge of rolling stock systems and maintenance.
• Strong stakeholder management skills, with the ability to build collaborative relationships across internal teams and external partners.
• Experience of delivering projects and driving performance improvements using data and analysis.
• Excellent problem-solving, communication and influencing skills.
• Knowledge of rail industry standards, procedures and performance regimes.
• Experience introducing a new fleet of trains is desirable

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

• An excellent defined benefit Railway pension scheme
• 32 days’ holiday in the first 2 years; moving up to 34 days’ thereafter
• Free First Class duty travel on the EMR network
• Free standard leisure travel on the EMR network and Train Operating Companies under Transport UK & LNER and 75% discount on national leisure travel (inc partner and dependants)
• Friends and Family discounted tickets on the EMR network
• Various training opportunities
• Employee benefits portal with access to generous discounts, Cycle 2 Work Scheme …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.

If you're successful in this role, you'll be expected to support our frontline colleagues at some points throughout the year. This might be undertaking safety critical work, for which you'll receive training, but it could just be helping out with Customer Service when our stations are busy. We're One Team, and that means our managers step up for the frontline, not just manage from a distance. Supporting frontline colleagues is part of our DNA at EMR.

Closing Date: 02 Sep 2026

Department: Managerial/Administration

Salary: circa £53,561.20 dependent on experience