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