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    Customer Service Officer Talent Pool - Kettering

    Customer Experience Mainline South

    Location:  Kettering
    Contract Type:  Permanent
    Salary:  Year 1: £23,318.66, Year 2: £24,614.15, Year 3: £25,909.63
    Closing Date:  Friday 15 November 2019
    Interview Date:  To be confirmed
    Reference:  2019-260

    An exciting opportunity has now arisen for enthusiastic individuals that thrive on the challenges that ‘face to face’ customer service brings.

    We are looking for Customer Service Officers to join our Customer Experience team at Kettering station!

    Our amazing Customer Service Officers have such an important role at the station.  Not only are they our customers point of contact for any queries and advice, they are also Safety Critical members of staff that are responsible for dispatching our trains from the platform.  As a Customer Service Officer, you will work hard to ensure safe and prompt dispatch of all services. Helping customers find their way, helping them on the train or giving direction around the station is all part of the role. Customer service officers also play an important part in security searches of the station too.

    The key focus of this role is to maintain a high level presence on the station. You will be directing and assisting customers as necessary, providing exceptional customer service at all times, this is on the good days and during times of disruption and busy periods, come rain or shine. This role is shift work based on a rota to provide our customer service for all our passengers from the first train in the morning to the last train at night. So you will need to be flexible in order to work the shifts at the station.

    As a Customer Service Officer you will demonstrate effective communication and customer service skills along with the ability to remain calm and focused under pressure.You will be assisting customers as necessary, providing exceptional customer service at all times, this is on the good days and during times of disruption and busy periods, come rain or shine. This role is shift work based on a rota to provide customer service for all our passengers from the first train in the morning to the last train at night. So you will need to be flexible in order to work the shifts.

    You do not need to have previous experience working within the railway industry, all the safety critical training is provided to the successful candidates! There is classroom training for all the rules and procedures and then a mentor period out on the station. We are looking for hard working, pro-active and positive people to join our team. 

    The successful candidate will be required to undertake a safety critical medical and drug screening. An element of the safety critical medical is the satisfactory completion of a railway standard colour vision tests.


    If you are interested, here’s what happens next!

    The recruitment process is lengthy, but the role is BIG and we are looking for the right candidates with the ability to manage the safety critical/ operational side to the role as well as provide an amazing customer experience to our customers. This includes psychometric testing.               

    There will be an assessment day for successful applicants. If you are successful at the assessment day you will either be offered a role for any immediate vacancies or be placed in a talent pool, for future Customer Service Officer roles.  Candidates will stay in the Talent Pool for a maximum of 12 months and during that 12 months, you will not need to apply for this particular role again!  As and when we have Customer Service Officer vacancies arise, we will be in a position to pick up the phone and make a job offer! - REMEMBER, you need to pass the assessment first!

    If you are successful and offered a job with us, you can enjoy a wide range of benefits including a defined benefit pension scheme and free travel on the East Midlands Railway network. You will also receive subsidised travel across the rail network with other train operation companies. As a member of the East Midlands Railway team you will also be able to purchase Friends and Family discounted tickets,

    To apply please complete the online application form and upload your C.V. As we operate a blind screening process please remove all personal information including your name from your C.V. 

    INTERNAL APPLICANTS: Please note that you will need to add a pre-fix of MML or CT on the front of your payroll number to allow you to submit your application.  If you are unable to provide this, you will not flag as an internal candidate on the system and your release cannot be requested should you be invited to attend.  Please also make sure you make your line manager aware that you are applying.

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    We welcome applicants from diverse backgrounds, we promote equal opportunities for all.  East Midlands Railway is a non-discriminatory employer committed to the recruitment and promotion of all on the basis of ability and merit irrespective of disability, race, gender, health, social class, sexual preference, marital status, nationality, religion, employment status or age. We’ll treat your application fairly and assess you for the job based on merit and skills. 


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