At a Glance
- Tasks: Be the friendly face of EMR, helping customers navigate their journeys with a smile.
- Company: Join East Midlands Railway, a top employer dedicated to inclusivity and customer service.
- Benefits: Enjoy competitive pay, free travel, discounts, and up to 32 days annual leave.
- Other info: Flexible hours, full training provided, and a commitment to diversity and inclusion.
- Why this job: Make a real difference in people's journeys while working in a supportive team environment.
- Qualifications: No railway experience needed; just bring your positive attitude and passion for helping others.
The predicted salary is between 18900 - 23100 £ per year.
Fixed term contract - Leicester Stations
Location: Leicester
Contract Type: Fixed Term
You will also receive 10% unsocial Shift Allowance
Closing Date: Sunday 30 August 2026
Interview Date: To be confirmed
Reference: 2026-72
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. Ten 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.
Be the welcoming face of EMR and help make every customer journey a positive one. Our Customer Ambassadors are at the heart of the customer experience at our stations. As one of the first people customers may meet when they arrive, you’ll play an important role in creating a friendly, welcoming and safe environment for everyone travelling with EMR. You’ll be there to greet customers, provide help and information, answer questions and offer guidance throughout their journey. Whether that’s helping someone find their platform, supporting a customer who needs additional assistance or simply providing a friendly face and a warm welcome, your positive attitude can make a real difference.
You will be the face of EMR at the station, and we’re looking for people with positive energy, a genuine passion for helping others, a can-do attitude and a strong work ethic to join our fantastic team in Leicester. Customer Ambassadors will provide a friendly, visible and proactive presence, helping customers navigate their journey and ensuring they have the information and support they need.
Key responsibilities include:
- Providing live train service and disruption information
- Supporting customers with journey planning
- Providing platform guidance and directions
- Offering advice on ticket acceptance and validity
- Providing information and guidance on Delay Repay
- Supporting customers with rail replacement services
- Helping customers with wayfinding and navigating the station
- Providing onward travel information
- Proactively engaging with customers, offering reassurance and assistance where needed
- Providing drink apology vouchers, as appropriate, along with other customer care items such as sweets or chocolates
- Support with Passenger Assistance as and when required
About you
You don’t need previous railway experience to become a Customer Ambassador. Previous experience in a customer-facing role would be advantageous, but it’s not essential. What matters most to us is your attitude and your approach to customer service. We’re looking for people who are:
- Friendly, approachable and confident when speaking with customers
- Passionate about providing excellent customer service
- Positive, enthusiastic and able to bring energy to every interaction
- Calm and professional when dealing with challenging situations
- Hard-working, reliable and willing to go the extra mile for our customers
- Comfortable working as part of a team
- Able to communicate clearly with a wide range of people
- Proactive and willing to learn and develop within the role
Full training will be provided to successful candidates. So if you have the right attitude and a passion for helping people, we’d love to hear from you.
Working with us
As a Customer Ambassador, you will be required to be flexible, working 35hrs per week over 5 days between Sunday to Saturday. 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 Transport UK & LNER
- Friends and Family discounted tickets on the EMR network
- 75% discount on national leisure travel (including partner and dependants)
- Up to 32 days annual leave per year
- And many more benefits!
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. We welcome applicants from diverse backgrounds. We promote equal opportunities for all. East Midlands Railway is a non-discriminatory employer committed to the recruitment and promotion of all on the basis of ability and merit irrespective of disability, race, gender, health, social class, sexual preference, marital status or nationality, religion, employment status or age. We’ll treat your application fairly and assess you for the job based on merit and skills.
Customer Ambassador employer: East Midlands Railway
At East Midlands Railway, we pride ourselves on being a Top Employer, fostering a culture where our employees feel valued and empowered to be their authentic selves. As a Customer Ambassador in Leicester, you'll enjoy a supportive work environment with comprehensive training, flexible hours, and a range of benefits including free leisure travel and generous annual leave. Join us in making every customer journey a positive experience while contributing to a diverse and inclusive workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Ambassador
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like East Midlands Railway.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like East Midlands Railway. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Ambassador
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to East Midlands Railway.
How to prepare for a job interview at East Midlands Railway
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in East Midlands Railway's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services East Midlands Railway offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
