10 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.

Safety, integrity and customer experience are at the heart of everything we do. We are now seeking an exceptional Revenue Protection Business Partner to provide strategic leadership across our Revenue Protection function and drive the delivery of our ticketless travel, fraud prevention and revenue protection ambitions.

This is an exciting opportunity to influence at scale, shaping strategy, optimising deployment and embedding a culture of accountability, compliance and high performance across the EMR network.

The Role

As Revenue Protection Business Partner, you will provide collaborative leadership across the directorate and wider business to deliver a culture of high performance, compliance and accountability across all Revenue Protection activities.  You will be based in Nottingham and covering Nottingham and the Eastern Counties.

You will play a critical role in shaping and delivering EMR’s:

• Ticketless Travel Strategy 
• Revenue Protection Deployment Strategy 
• Counter-Fraud Strategy 

Using data, intelligence and insight-led deployment, you will ensure EMR’s revenue protection capability is optimised and targeted, reducing revenue at risk, tackling fraud and consistently delivering against (and exceeding where possible) KPI targets.

Key Responsibilities

• Lead and motivate the Revenue Protection team, embedding a culture of devolved accountability and empowerment. 
• Work in partnership with Crime & Security, Customer Experience and Commercial teams to deliver a joined-up approach to reducing fare evasion and fraud. 
• Develop and oversee delivery of the Revenue Protection Deployment and Counter-Fraud strategies, ensuring robust implementation plans are in place. 
• Drive data-led decision making, ensuring accurate and high-quality insight from EMR and industry systems informs agile operational deployment and business case development. 
• Work collaboratively across the organisation, including Stations, On-Board and Travel Safe Officer teams, to ensure consistent and targeted revenue protection activity. 
• Ensure Revenue Protection Business Partners operate effectively as a conduit between Crime & Security and local operational areas, supporting tailored and effective plans. 
• Manage the Travel Safe Officer contract, ensuring strong performance, governance and commercial value, including supporting contract reviews and renegotiation. 
• Build collaborative relationships with British Transport Police, Trade Unions, contractors, suppliers and other TOCs to optimise delivery against strategic objectives. 
• Lead contract governance and deployment oversight forums, including operational reviews, KPI meetings and security working groups. 
• Provide inspirational leadership and clear direction to ensure colleagues are engaged, capable and empowered to deliver excellent customer experience alongside robust revenue protection. 
• Oversee policy, standards and training in partnership with HR, L&D and Retail Standards to maintain legal compliance and professional competence. 
• Champion awareness of ticketless travel and fraud across the organisation, ensuring colleagues understand their role in protecting revenue. 
• Deliver financial targets, ensuring income and expenditure budgets are effectively managed in collaboration with Finance. 

About You

We’re looking for a strategic, commercially astute and data-driven leader who can translate insight into action. You’ll be comfortable operating at both operational and strategic levels and thrive in a collaborative environment.

What we’re looking for:

• Significant leadership experience in revenue protection, operations, security, fraud, compliance or a related field 
• Proven experience delivering measurable performance improvement and managing against KPIs and financial targets 
• Strong contract management and governance experience 
• Excellent stakeholder management skills, with the ability to influence and challenge constructively 
• Strong analytical capability and confidence in using data to inform operational deployment and strategy 
• A values-led leadership style that empowers teams and drives accountability 

Why Join EMR?

• A Ten-Time Top Employer accredited organisation 
• A values-led culture focused on safety, integrity and doing the right thing 
• A genuine opportunity to shape strategy and influence performance at network level 
• A leadership role with visible impact across revenue, compliance and customer experience 

What else?..

• Excellent Railway Pension scheme 
• Free Standard Class travel on East Midlands Railway and our partnering Train Operating Companies 
• Friends and Family discounted tickets on the EMR network 
• 75% discount on national rail travel (including partner and dependants) 
• Various training and development opportunities 
• …and many more! 

If you are ready to lead strategically, drive continuous improvement and play a pivotal role in protecting EMR’s revenue and reputation, we would love to hear from you.

Closing Date: 13 Apr 2026

Department: Customer Experience

Salary: £41,297.86 dependant on experience
First Class Duty travel, Free Standard Class leisure travel and discounted travel on other train operating companies for you and for any partner and all dependents.

We are proud to be One Team at East Midlands Railway (EMR). 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, and the customer service team make a crucial contribution to this. 

Nine 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. 

We have an exciting opportunity to join #TeamEMR as a Retail Assistant based at Melton Mowbray Station

These roles are Wide Area Relief positions, so although based at Melton Mowbray or Narborough you'll be required to cover Stanford, Hinckley, Loughborough Stations.

This role requires you to work shifts including Saturday's & Sundays and from as early as 5.30am 

Our Retail Assistants provide comprehensive customer service and care at the station, to maximise revenue income and to help maintain a clean, safe and presentable retail environment to our customers.

You will be responsible for the care of all station equipment and ensure compliance with health and safety is maintained at all times as well as high level of customer service.  

The Retail Assistant will also:

• Ensure customers are provided with the available accurate and timely information
• Ensure own safety and that of others at all times
• Provide a high quality ticket retailing and customer care service 
• Make reservations for customers and assist them with their travel arrangements
• Proactively ensure that information is communicated within the station team and to other locations as appropriate
• Comply fully with station accountancy, cash regulations and internal check procedures to ensure that revenue and vulnerable items are kept secure.
• Ensure that cash is remitted promptly and according to EMT’s procedures
• Conduct station cleaning duties, and make the station safe, presentable and welcoming to customers as required
• Announce train arrivals and departures as required
• Ensure posters are displayed on the station, replacing any which are faded or out of date as required.
• Assist with disabled passengers as required
• Carry out fire and security checks in line with current risk levels and maintain a high level of security vigilance at all times
• Undertake Evacuation Warden duties as required
• Ensure that the station environment is kept safe for all users in all weather conditions, including undertaking winter weather precautions

Previous experience within a customer facing role would be advantageous, but is not essential. We are looking for hard working and customer focused people to join our team.  Training will be provided to the successful candidates. 

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 Abellio & LNER
• Friends and Family discounted tickets on the EMR network
• 75% discount on national leisure travel (inc partner and dependants)
• Up to 32 days annual per year
• …and many more!

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.  

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: 05 Apr 2026

Department: Customer Experience

Salary: £24,320.10 rising to £28,900.19 after 6 month training period
+ Wide Area Relief Allowance of £1750.88 per annum

We are proud to be One Team at East Midlands Railway (EMR). 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, and the Station team make a crucial contribution to this. 

Nine 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. 

We're currently recruiting for future Customer Service Supervisors for Nottingham Station!

The supervisor will lead the team with day-to-day activities and provide a high standard of customer service, as well as providing accurate and timely information at the station. You will ensure that the station is clean, safe and presentable at all times, in accordance to East Midlands Railway contractual obligations. You will also play a key part in to ensuring that there is ongoing compliance with company processes and procedures. 

This is a busy and fast paced role; some of your key duties will involve:

• Undertaking staff briefings as required
• Reporting all accidents & operating incidents 
• Authorisation of employee time sheets, 
• Looking after the roster/shifts for all staff under your supervision.
• Monitoring on-going compliance with company processes and procedures. 
• Working closely with Network Rail and other stakeholders daily.

You will be passionate about delivering excellent customer service daily, managing challenging situations and leading a team with bags of energy. Working closely with the local management team, you will also be pro-active in seeking out opportunities to drive the teams forward.

Previous experience in a supervisory or people manager role is essential. It is also preferable for candidates to have prior railway experience, although this is not essential.  Please note this post is required to work shifts including early, late and nights also weekends and bank holidays.

All of the safety critical training will be provided to the successful candidates. Offers made to successful candidates are therefore subject to satisfactory completion of a safety critical medical assessment, including drugs and alcohol screening and a colour vision test.

If this sounds like something you're interested in, we want to hear from you!

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

• Excellent Railway Pension scheme
• Free travel on East Midlands Railway and Train Operating Companies under Abellio 
• Friends and Family discounted Tickets on the EMR Network
• 75% discount on National Travel (inc partner and dependants)
• Various training opportunities
• …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.

Please note, if shortlisted you'll need to take 2 online safety Critical tests as part of this application, unless your currently in a safety critical role.

If you’re successful, you’ll either be offered a role straight away or placed in our talent pool for up to 12 months — no need to re-apply during that time. If a vacancy opens, we’ll be in touch with an offer.

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: 12 Apr 2026

Department: Customer Experience

Salary: £36,733.00 per annum + Allowances
Free travel EMR services and 75% discount on all other train operators

Join East Midlands Railway as a Customer Service Officer – and help keep our region moving

Are you great with people, calm under pressure, and ready to make a real difference every day? At East Midlands Railway (EMR), we’re looking for Customer Service Officers to be a welcoming, confident and proactive presence at Lincoln station.

This is your chance to play a vital role in keeping our customers safe, informed and on the move.

Why join EMR?

At EMR, we’re proud to be One Team. With over 2,600 colleagues, we work together to deliver safe, reliable journeys and outstanding customer experiences across the region.

We’re a Top Employer (10-time accredited) and hold Gold Inclusive Employers Status—recognition of our commitment to building a workplace where everyone feels valued, supported, and able to be themselves.

What you’ll be doing

As a Customer Service Officer, you’ll be at the heart of station life. No two days are the same, and you’ll play a key role in both customer experience and safety-critical operations.

You will:

• Safe draw down and movement of train services within the station.
• Provide clear advice, information and reassurance to customers
• Support passengers who may need extra assistance
• Carry out station safety and security checks
• Maintain a visible, approachable presence on the platforms
• Deliver exceptional service—especially during busy or disrupted periods

If you enjoy variety, responsibility, and working in a fast-paced environment, you’ll thrive here.

What we’re looking for

You don’t need railway experience—we’ll give you all the training and support you need to succeed.

We’re looking for people who are:

• Friendly, positive and proactive
• Confident communicating with a wide range of people
• Able to stay calm and make decisions under pressure
• Flexible and willing to work shifts, including early mornings, evenings and weekends

This is a safety-critical role, so you’ll need to pass a medical assessment, including drugs and alcohol screening and a colour vision test, before starting.

What you’ll get in return

Alongside a competitive salary, you’ll benefit from:

• A defined benefit pension scheme
• Free standard leisure travel on EMR and partner networks
• Friends & Family discounted tickets
• 75% discount on national leisure travel for you, your partner and dependants
• And a range of additional benefits to support your wellbeing and lifestyle

Ready to apply?

Apply online and upload your CV (please remove personal details as part of our blind screening process).

The Assessment will take place on the 14th April 2026

If you’re successful, you may be offered a role straight away or placed into our talent pool for up to 12 months—so you won’t need to reapply if a suitable vacancy arises.

Building a more inclusive railway

We know our workforce doesn’t yet fully reflect the communities we serve—particularly in terms of gender and ethnic diversity. We’re committed to changing that and strongly encourage applications from underrepresented groups.

Everyone is welcome at EMR.

Closing Date: 04 Apr 2026

Department: Customer Experience

Salary: £24,320.10 per annum rising to £29,800.19 after 6 months
Free travel EMR services and 75% discount on all other train operators