At a Glance
- Tasks: Help customers navigate the station and ensure trains are dispatched safely.
- Company: Join East Midlands Railway, a Top Employer with a supportive culture.
- Benefits: Enjoy free travel, discounts, and excellent training opportunities.
- Other info: Flexible shifts with a focus on work-life balance.
- Why this job: Make a real difference in customers' journeys every day.
- Qualifications: No experience needed; just a passion for helping others.
The predicted salary is between 24000 - 28000 £ per year.
At East Midlands Railway (EMR), we're proud to be One Team. Every day, our people help keep customers moving safely, reliably, and comfortably across the East Midlands and beyond. With over 2,600 colleagues, we're passionate about delivering great service, doing the right thing, and creating a railway that puts customers at the heart of everything we do. Our Customer Service Officers play a vital role in making that happen.
We're looking for future Customer Service Officers to join our team at Leicester Station. This is a varied and rewarding role where no two days are the same. You'll be the friendly face customers see when they arrive at the station, providing information, support and reassurance, while also helping to ensure trains are dispatched safely and services run smoothly. Whether you're assisting a customer who needs extra support, providing travel information during disruption, or helping dispatch a train safely from the platform, you'll make a real difference to our customers' journeys.
What you'll be doing:
- Safely and efficiently dispatch trains from the platform
- Welcome customers and help them navigate the station
- Provide travel information and guidance during service disruption
- Support customers requiring additional assistance, including vulnerable passengers
- Carry out station safety and security checks
- Be a visible and approachable presence throughout the station
- Work closely with colleagues to deliver a safe, reliable and welcoming environment
- Represent EMR positively by delivering outstanding customer service every day
What we're looking for:
- You don't need previous railway experience – we'll provide all the training you need.
- Enjoy working with customers and helping others
- Communicate confidently and clearly
- Remain calm and professional under pressure
- Take initiative and can think on their feet
- Enjoy working as part of a team
- Are committed to delivering safe and excellent customer service
This role operates on a shift-based rota covering early mornings, evenings, weekends and bank holidays. Flexibility is important, but your roster will be provided in advance to help you plan your work-life balance.
Training and safety: Customer Service Officer is a safety-critical role. As part of the recruitment process, you'll be required to complete a safety medical assessment, including drugs and alcohol screening and colour vision testing. Don’t worry – we’ll support you through every stage of the process. You’ll receive comprehensive training through a combination of classroom learning and on-the-job mentoring to ensure you feel confident and prepared for the role.
What we offer:
- Defined benefit pension scheme
- Free leisure travel on the EMR network and with Abellio and LNER
- 75% discount on national leisure travel for you and your eligible dependants
- Friends and family discounts on EMR services
- Employee benefits and wellbeing support
- Excellent training and career development opportunities
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, nationality, religion, employment status or age. We’ll treat your application fairly and assess you for the job based on merit and skills.
Customer Service Officer employer: East Midlands Railway
At East Midlands Railway, we pride ourselves on being a Top Employer, fostering a supportive and inclusive work culture where every team member is valued. As a Customer Service Officer at Leicester Station, you'll enjoy comprehensive training, excellent career development opportunities, and unique benefits such as free leisure travel and discounts for your family and friends, all while making a meaningful impact on our customers' journeys.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at East Midlands Railway. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like East Midlands Railway before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Officer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to East Midlands Railway:Your cover letter is your chance to shine! Tell us why you want to work at East Midlands Railway specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at East Midlands Railway!
How to prepare for a job interview at East Midlands Railway
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
