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 2,400 employees, our people are the reason we are so successful, and the Control team make a crucial contribution to this. Ten times accredited as a Top Employer, we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work. We have an outstanding opportunity to join #TeamEMR as a Duty Customer Information Manager (DCIM) at our Control Centre in Derby.

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.

About the role…

The DCIM is one of seven managers responsible for delivering real time information to our customers ensuring an excellent customer experience through leadership of the customer focused information team. 

The EMR Control is based in the East Midlands Control Centre in Derby.

We are looking to create a talent pool of future DCIM's so that we have a pipeline of fantastic candidates that have passed the recruitment process and are ready and waiting for a job offer. If you are successful, you will either be offered a role for any immediate vacancies or be placed in a talent pool for future 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 DCIM vacancies arise, we will be in a position to pick up the phone and make a job offer!

How you’ll work…

Our DCIMs work a varied shift pattern, including days, nights, weekends and bank holidays, on 12-hour shifts. The upside is a strong work/life balance with more full days away from work to enjoy. Our team really value being able to switch off the moment a shift ends and use that time for family, friends, or the things they love most.

About you…

We’re looking for someone who can inspire and motivate a team, with a real focus on giving our customers the best possible experience. If you’ve worked in a frontline or operational role before, even better - but what really matters is your ability to lead people and give clear direction when it’s needed.

You’ll be a natural communicator who can bring others on board and keep everyone pulling in the same direction. Juggling different priorities won’t faze you, and you’ll be able to keep calm and organised even when things get busy or plans change.

Part of the role involves turning complex information into simple, positive messages for our customers, so strong written communication is important. If you’ve worked in the rail industry before that’s a bonus, but it’s definitely not essential. What is essential is being confident with IT systems and making sure information is accurate and up to date.

 In the role as a DCIM role, your key responsibilities will include:

• Leading the customer information team to meet business KPIs and objectives and build team competence and performance through coaching
• Ensure compliance of your teams’ performance, roster, leave, attendance, briefings, training and one to one in line with East Midlands Railways Policies and Procedures
• Being responsible for the authoring of pro-active, accurate and timely information of the highest quality for both our customers and our people to industry standards.
• Working with the Customer Service Controller to create pro-active messaging based on customer strategy plans
• Ensuring that alternative transport arrangements remain within budget and any delivery issues or customer experience issues that arise from alternative transport provision are escalated
• Accountability for the accuracy and content of the real time information provision on Customer Information Systems, OIS, electronic poster boards, social media, East Midlands Railway website and third party information providers
• Reviewing the accuracy, quality and effectiveness of information generated by your team, and be accountable for the quality and response rate of help point and customer contacts through calls, web, email and social media Influence the operational and engineering control shift teams to think about customer experience delivery when making decisions about changes to the planned timetable
• Maintaining an excellent working relationship with the Customer Service Centre Team Leader and Customer Service Centre Manager along with the Customer Information & Service Centre Analyst to develop and review cross functional working relationships and performance.
• Accountability of pro-actively monitoring all retail systems and offering remote assistance to frontline staff to resolve retail system issues if possible, both offering support and instruction over the phone or accessing back office systems to identify and fix the issue Investigate and provide customer information support to Customer Experience teams for post travel complaints

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

• Defined benefit Pension scheme
• Free First Class duty Travel on the EMR network
• Free Standard Class leisure travel on the EMR network and Train Operating Companies under TUK 
• Friends and Family discounted tickets on the EMR network
• 75% discount on national leisure travel (inc partner and dependants)

To apply please complete the online application form and upload your CV, as we operate blind screening please remove personal details from your CV. We promise to treat you fairly, consistently and with respect throughout the application, assessment and selection process.

Closing Date: 03 Apr 2026

Department: Managerial/Administration

Salary: £44,837 + Excellent Railway Pension and Free Train Travel