Customer Information Officer – Part Time
At East Midlands Railway, we’re proud to be One Team — working together to keep people safe, delight our customers and do the right thing every day. Our vision is to put customers at the heart of a sustainable railway for the East Midlands, and with over 2,600 colleagues, it’s our people who make that happen.
We’ve been recognised ten times as a Top Employer and hold Gold accreditation for Inclusive Employers Standards. Creating a workplace where everyone feels empowered to bring their authentic self to work isn’t just something we say — it’s something we actively champion.
We’re now looking for a Customer Information Officer to join our team at Sheffield Station.
The Role
As a key member of our Customer Service team, you’ll provide a professional, proactive and welcoming presence at the station. You’ll support customers throughout their journey, especially during disruption, and help us deliver a consistently high standard of service in line with EMR’s values.
These role are part-time role (17.5 hours per week), working across 2 or 3 days per week. Shifts will fall between 05:00 and 22:30, including weekends. Full time applications welcome
What You’ll Be Doing
You’ll play a vital role in creating a positive customer experience by:
1. Meeting and greeting customers in a visible, friendly and proactive manner
2. Resolving customer queries and problems effectively and in line with EMR values
3. Identifying customers who need additional support and arranging appropriate assistance
4. Managing customer complaints through to resolution where possible
5. Supporting customers during disruption, including organising onward travel, accommodation, compensation, refreshments and other arrangements
6. Proactively meeting arriving trains to assist customers
7. Recording and managing lost property
8. Delivering high-quality service in the First Lounge, including preparing food and beverages for First Class customers
9. Working safely at all times and reporting any hazards or defects
10. Using station systems confidently to provide accurate information
11. Following all operational, safety and evacuation procedures
12. Attending team briefings and supporting colleagues during exceptional circumstances
During periods of disruption or major incidents, you may be required to remain on duty to support our customers.
What We’re Looking For
We’re looking for someone who:
13. Has experience in a customer service environment
14. Exceptional communication skills
15. Stays calm and professional under pressure
16. Can confidently manage challenging situations
17. Has strong organisational and time management skills
18. Is comfortable working shifts, including weekends
19. Is confident using computer systems
If you’re approachable, resilient and passionate about helping people, we’d love to hear from you.
Ready to Apply?
Submit your online application and upload your CV today.
As part of our blind screening process, please remove all personal information — including your name — from your CV before submitting.
Our Commitment to Inclusion
At EMR, we’re committed to building a workforce that reflects the communities we serve. We recognise that women and people from ethnic minority backgrounds are currently under-represented within parts of our organisation, and we are taking positive steps to change that.
We warmly welcome applications from candidates who identify with these groups and from anyone who shares our commitment to creating a diverse and inclusive railway.