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 are 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.

About the role

Thousands of people travel with us every day, and a lot of them tell us what they think. Through national surveys, complaints, station inspections and customer feedback, we hold a huge amount of data about what it’s like to travel with EMR. We need someone to help us make sense of it.

This is a paid 12-month role for a graduate with a numerate background who wants their first real step into work. You’ll join our Customer Experience team in Derby and work on live customer satisfaction data, drawing out conclusions that lead to actual changes in how we run our railway.

What you’ll be doing

• Analysing customer data from sources including the Rail Customer Experience Survey, complaints and our Service Quality Regime inspections.
• Spotting trends and problem points in customer journeys, and working out how many people they affect.
• Building reports and dashboards (we use Power BI) that help teams see what’s going on.
• Working to automate these reports to drive efficiency and allow people to focus on data analysis and solutions
• Sharing what you find with colleagues across the business, from station teams to senior leaders.
• Tracking whether the changes we make are improving things for customers.
• Getting out on the network. We’ll actively encourage you to travel on our trains and visit our stations to check whether the numbers match what customers are living through. Seeing it for yourself will make your analysis sharper and your findings harder to ignore.

What you’ll get from us

• A dedicated mentor to support you throughout your 12 months.
• A Training Needs Analysis at the start, built around our EMR leadership competencies, so your development plan is shaped around you.
• Real experience of how a large organisation works, and how data turns into decisions.
• Something solid to talk about in future roles and access to internal opportunities

Is this for you?

This opportunity is aimed at graduates who have finished their studies and haven’t yet found work, further education or training. If you’ve been trying to get your foot in the door, this is designed with you in mind.

You’ll likely have:

• A degree in maths, statistics, economics, data science, computer science, psychology or another subject with a strong numerical element (or equivalent).
• Confidence with Excel, and an interest in tools like Power BI, SQL or Python. You don’t need to be an expert. We’ll help you build on what you know.
• A curious mind. You like asking “why?” and won’t stop at the first answer.
• The ability to explain what the data says in plain English.

You don’t need any railway experience.

Great benefits, great opportunities
 We believe our colleagues deserve to be rewarded for the important work they do. Alongside a competitive salary, you’ll enjoy a range of benefits, including:

• Excellent railway pension scheme.
• Free travel on East Midlands Railway and selected other operators
• Friends and family discounted tickets across the EMR network.
• 75% discount on National Rail travel, including eligible partners and dependants.
• Training and development opportunities to help you grow your skills and career.

Important Notice to Candidate: AI Use Monitoring
 Please be advised that all responses to questions on this application form will be carefully monitored for indications of AI assistance. It is important to us that you are being your authentic self so please base your answers on your personal knowledge and experience.
 Any detected use of AI-generated content will result in disqualification from the application process. We value integrity and transparency in all applications and appreciate your cooperation in maintaining these standards.

Supporting Our Frontline
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: 25 Nov 2026

Department: Managerial/Administration

Salary: £25,000

About the role

We are looking for an experienced Fleet Performance Team Manager to lead fleet performance and continuous improvement across East Midlands Railway.

At its core, this is a fleet performance and reliability role, combining rail engineering knowledge, performance management, data and Continuous Improvement (CI) to deliver measurable improvements across EMR fleets.

You will lead the Fleet Performance Strategy, turning performance issues into action through analysis, root-cause investigation, structured problem solving and targeted improvement plans. You will also build CI capability across Fleet and Operations through coaching, Lean and practical problem-solving.

Working across Fleet, Engineering and Operations, you will collaborate with Network Rail, manufacturers, maintenance suppliers and leasing companies to deliver sustainable improvements in reliability, performance and efficiency.

Key responsibilities

Fleet Performance & Continuous Improvement

• Lead Fleet Performance Improvement Plans (PIPs) across EMR fleets.
• Analyse performance to identify trends, risks, recurring issues and root causes.
• Set performance targets and ensure improvement actions are owned and delivered.
• Lead structured problem solving, process reviews and improvement workshops.
• Apply Lean and CI techniques to improve reliability, efficiency and ways of working.
• Work with Operations to address man/machine interface issues.
• Drive improvements from problem definition through to implementation, benefits realisation and sustainability.
• Embed standardised processes and share best practice across fleets.

Performance Data & Reporting

• Own fleet performance KPIs and targets, including delay minutes, cancellations, CaSL, PPM, T-3, T-15 and MTIN.
• Lead performance data collection, validation, analysis and reporting.
• Manage and improve performance systems including Compass, Control Logs, R2, Excel and Power BI.
• Validate MTIN, defect and incident data.
• Turn complex performance information into clear actions and recommendations.
• Use data to evidence improvement and benefits.

Engineering & Fleet Reliability

• Apply strong technical knowledge of rail traction and rolling stock, including design, manufacture, maintenance and operation.
• Work within relevant rail engineering standards and practices.
• Work with Fleet Engineers, manufacturers and maintenance suppliers to identify and deliver reliability improvements.
• Use rolling stock performance information and Remote Condition Monitoring data to identify and resolve reliability issues.
• Ensure improvement activity aligns with engineering, maintenance and operational requirements.

Stakeholders, Suppliers & Investment

• Build effective relationships across Fleet, Engineering and Operations.
• Work with Network Rail, manufacturers, suppliers and leasing companies to deliver joint improvements.
• Support reliability funding, claims and performance regimes with robust evidence.
• Lead fleet input into Level 2 and Level 3 delay arbitration.
• Develop fleet initiatives within the Alliance One Plan.
• Develop business cases for fleet, depot and other performance improvement investments.

Leadership & CI Capability

• Lead and develop the Performance Team, providing clear direction and priorities.
• Coach colleagues in performance management, Lean, structured problem solving and CI.
• Build capability so teams can identify and resolve performance issues themselves.
• Facilitate workshops and engage colleagues at all levels to build ownership.
• Embed data-led problem solving and continuous improvement into everyday performance management.

About You

You'll be an experienced fleet performance, engineering, reliability, business improvement or operational performance professional with a strong understanding of performance, reliability and continuous improvement.

You may have developed your experience through fleet performance, fleet engineering, reliability or continuous improvement. What matters is your ability to combine performance insight, data and structured problem solving to deliver sustainable improvement.

You'll bring:

• Experience of fleet, operational or engineering performance and using data and KPIs to drive improvement.
• Experience of root-cause analysis, structured problem solving and delivering sustainable improvements.
• An Engineering degree or equivalent relevant experience.
• Strong analytical and IT skills, particularly Excel and Power BI.
• Understanding of rail performance measures and industry performance regimes.
• Experience in Continuous Improvement, Lean, reliability improvement, business improvement or operational excellence.
• Experience setting performance targets, managing improvement activity or delivering projects.
• Strong stakeholder and change-management skills, with the ability to work across organisational boundaries.
• Experience working with partners such as Network Rail, manufacturers, suppliers or leasing companies.
• Excellent communication, facilitation and influencing skills, with the ability to turn complex information into clear actions and engage others in delivering change.

Knowledge of rail traction, rolling stock engineering and Remote Condition Monitoring would be advantageous, but is not essential for the right candidate.

A recognised Lean, CI or Operational Excellence qualification would also be advantageous.

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

Important Notice to Candidate: AI Use Monitoring

Please be advised that all responses to questions on this application form will be carefully monitored for indications of AI assistance. It is important to us that you are being your authentic self so please base your answers on your personal knowledge and experience.

Any detected use of AI-generated content will result in disqualification from the application process. We value integrity and transparency in all applications and appreciate your cooperation in maintaining these standards.

Supporting Our Frontline

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: 17 Nov 2026

Department: Managerial/Administration

Salary: £53,561 - £61,120, dependent on experience.
Free travel on EMR services and 75% discount on all other train operators

Be the difference. Lead the team. Make every journey count.

At East Midlands Railway (EMR), we’re proud to be One Team. We’re passionate about keeping people safe, delighting our customers, doing the right thing and putting people at the heart of a sustainable railway for the East Midlands.

With more than 2,600 colleagues, our people are the driving force behind our success. Our customer service teams play a vital role in making every journey a positive experience, and we’re looking for an enthusiastic leader to help us deliver just that.

As a ten-time accredited Top Employer and a Gold-accredited Inclusive Employers Standards organisation, we’re committed to creating a workplace where everyone feels valued, supported and empowered to bring their authentic self to work.

Ready to lead from the front?

We’re building our Customer Service Supervisor talent pool for 2027 at Sheffield Station, and we’d love to hear from you!

As a Customer Service Supervisor, you’ll play a key role in leading our station team, supporting colleagues and ensuring our customers receive a consistently high standard of service. You’ll help keep the station clean, safe and welcoming, provide accurate and timely travel information, and ensure our contractual obligations and company procedures are met.

It’s a busy, fast-paced role where no two days are the same. You’ll need to be proactive, organised and confident in leading a team, even when things get challenging.

What will you be doing?

You’ll help keep the station running smoothly by:

• Leading staff briefings and keeping colleagues informed.
• Reporting accidents and operational incidents promptly and accurately.
• Authorising employee timesheets and supporting effective workforce management.
• Managing staff rosters and shifts to ensure the right cover is in place.
• Monitoring compliance with company processes, procedures and safety requirements.
• Working closely with Network Rail and other stakeholders to support safe and efficient station operations.
• Leading by example to create a positive team culture and deliver excellent customer experiences.
• Ensure the safe and punctual dispatch of trains in line with station policy and safety guidelines.

 What will you bring to the team?

You’ll be passionate about customer service, enjoy supporting and motivating others, and have the confidence to manage challenging situations with professionalism and a positive attitude.

Working closely with the local management team, you’ll look for opportunities to improve the way we work, develop your colleagues and help drive the team forward.

Previous experience in a supervisory or people management role is essential. Previous railway experience would be an advantage, but it isn’t essential.

Please note that this role involves shift work, including early, late and night shifts, as well as weekends and bank holidays.

Safety comes first

We’ll provide all the required safety-critical training to successful candidates. Any offer of employment will be subject to satisfactory completion of a safety-critical medical assessment, including drugs and alcohol screening and a colour vision test.+

Shifts - Supervisors at Sheffield do 2 shifts, either 06.00 - 18.00 or 18.00 - 06.00 (12 hours each)

Great benefits, great opportunities

We believe our colleagues deserve to be rewarded for the important work they do. Alongside a competitive salary, you’ll enjoy a range of benefits, including:

• Excellent railway pension scheme.
• Free travel on East Midlands Railway and participating train operating companies under Abellio.
• Friends and family discounted tickets across the EMR network.
• 75% discount on National Rail travel, including eligible partners and dependants.
• Training and development opportunities to help you grow your skills and career.
• And many more benefits to support you at work and beyond.

Ready to make a difference?

If you’re an enthusiastic people leader who takes pride in delivering brilliant customer service, we’d love to hear from you.

Due to the safety Critical nature of this role, Once you've submitted your application you will be invited to complete an online Task-Based Assessment as part of the application and shortlisting process.

As part of our blind screening process, please remove all personal information, including your name, from your CV.

One Team. Every Journey. Everyone Welcome.

At EMR, we’re committed to embracing diversity and building an inclusive workforce that reflects the communities we serve. We recognise that women and people from ethnic minority backgrounds are under-represented in our workforce, and we’re taking positive steps to create a more inclusive culture.

We warmly welcome applications from people of all backgrounds, including those from under-represented groups, and want everyone to feel they belong at EMR.

Join us and help make every journey count.

What do I do if I have questions before applying?
 
Why not Join us at on an Information Session, where we’ll share an overview of the role, example shift pattern, outline expectations, and give interested candidates the opportunity to ask questions before applying. The session will take place on Monday 9th November at 5.00pm on Microsoft Teams. Please register your interest via the link below no later than the 8th November.
 
Sheffield Customer Service Supervisor Information Session – Fill in form

Please note that registering to join the information session is not your application for the role.

Closing Date: 15 Nov 2026

Department: Customer Experience

Salary: Year 1 - £32,410.19, Year 2 - £34,210.76, Year 3 - £36,011.32
15% Unsocial Hours Allowance