Customer Welcome Hosts – Leicester Station

East Midlands Railway (EMR)

We’re proud to be One Team at East Midlands Railway (EMR). Our people are at the heart of everything we do — keeping customers safe, delivering great journeys, and making a positive difference across a sustainable railway for the East Midlands.

With over 2,600 colleagues, our success is built on teamwork, care, and a shared commitment to excellent customer service. We are a ten-times Top Employer and Gold accredited for Inclusive Employers Standards, reflecting our dedication to creating a workplace where everyone can bring their authentic self to work and feel empowered to thrive.

About the Role

We are building our talent pool for Customer Welcome Host at Leicester Station.

As a Customer Welcome Host, you will often be the first point of contact for our customers. You’ll be the face of EMR at the station, helping people start their journey with confidence and ease. We’re looking for friendly, proactive individuals with a positive attitude, strong work ethic, and a natural passion for helping others.

What you’ll be doing:

• Greeting customers at gatelines and directing them to their destinations
• Checking tickets as customers pass through barriers
• Providing excellent customer service at all times
• Offering advice, guidance, and travel information
• Supporting on platforms when required to assist passengers

Shift Pattern:

This role involves shift working, including nights Monday to Friday and 1 in 4 Sundays (day shifts).

Typical shifts include:

Monday – Saturday

• Early: 06:00 – 14:45
• Late: 14:30 – 23:15

Sunday

• 07:50 – 16:35
• 15:15 – 00:00

What we offer:

• Defined benefit pension scheme
• Free standard leisure travel across EMR and selected partner train operators (including LNER)
• Friends and family discounted tickets on EMR services
• 75% discount on national leisure rail travel (including partner and dependants)
• Up to 32 days annual leave per year
• And many more benefits

About You

• Previous customer-facing experience is advantageous 
• We’re looking for people who are reliable, approachable, and passionate about delivering great service. 
• You'll need to be able to deal with challenging conversations
• Full training will be provided.

How to apply

Please complete the online application form and upload your CV. As we use blind screening, please remove all personal details including your name from your CV.

Successful candidates who pass all stages will either:

• Be offered a role (if available), or
• Be placed into our talent pool for up to 12 months

If you’re in the talent pool, you won’t need to reapply — we’ll contact you directly if a role becomes available.

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: 03 May 2026

Department: Customer Experience

Salary: £26,661.87 rising to £28,143.09 after year 1 and rising to £29,624.30 after year 2
You will also receive 10% unsocial allowance