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.
Ready to be the friendly face of our platforms?
We're currently recruiting for Customer Service Officers for future positions in London St Pancras.
Are you ready to play a crucial role in ensuring smooth, safe, and punctual train journeys?
We’re looking for dedicated individuals to join our team in a fast-paced, customer-focused environment.
As a Customer Service Officer, you will:
1. Dispatch Trains Safely and Timely: Take charge of ensuring trains depart on schedule, while adhering to all safety protocols.
2. Customer Advice & Guidance: Provide clear, friendly, and helpful advice to passengers throughout their journey.
3. Support with Security Searches: Assist with station security procedures to keep passengers safe and secure.
4. Proactive Customer Engagement: Be visible and approachable at all times, offering support and assistance as needed.
5. Assist with Boarding and Disembarking: Help passengers as they board and leave
You will be required to work shifts as early as 5.00am and ends around 12.30am, including some evenings and weekends and you'll be paid a shift allowance on top of your basic salary.
All of the safety critical training will be provided. Offers to successful candidates are therefore subject to satisfactory completion of a safety critical medical assessment, including drugs and alcohol screening and colour vision testing.
Not only will you be in line to join a fantastic team at London St Pancras station, you will also enjoy a wide range of benefits:
6. Free travel on the East Midlands Railway network.
7. Discounted travel (up to 75% off across the rail network and other train operating companies)
8. Friends and Family discounted tickets
9. Defined benefit railway pension scheme
10. Employee benefits portal with access to generous discounts, Cycle 2 Work Scheme …and many more!
11. This all sound great! What are the next steps?
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.
If you successfully pass all stages of the recruitment process, you will be placed into our talent pool, for a maximum time of 12 months. Once you have a place in the pool, you won't need to re-apply for the vacancy again for a whole 12 months. If a role becomes available during this time, we will pick up the phone to make you a job offer!
The Assessment day will be the Friday 31st October 2025
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.