Customer Welcome Host

At East Midlands Railway, we’re proud to be One Team. We’re passionate about keeping people safe, delivering excellent customer experiences, doing the right thing, and building a sustainable railway that puts customers first across the East Midlands. With over 2,600 colleagues, our people are what make us successful. Our station teams play a vital role in creating a welcoming, safe, and positive experience for every customer who travels with us. Recognised ten times as a Top Employer and Gold accredited by Inclusive Employers, we are committed to creating a workplace where everyone feels empowered to bring their authentic self to work.

We are now recruiting Customer Welcome Hosts for future opportunities at Derby Station.

About the Role

As a Customer Welcome Host, you’ll be based at the station gateline and often be the first person customers meet when travelling with us. You’ll help create a friendly and professional environment while ensuring customers are travelling with the correct tickets and supporting the safe running of the station. We’re looking for enthusiastic, proactive people with positive energy, strong communication skills, and a genuine passion for helping others.

Your responsibilities will include:

• Welcoming customers and helping them navigate the station
• Checking train tickets at the gateline
• Delivering outstanding customer service at all times
• Providing travel information, advice, and guidance
• Supporting customers on platforms when required
• Assisting with train dispatch duties when needed
• Maintaining a safe environment for customers and colleagues

This role involves shift working, including evenings and weekends.

Safety Critical Role

The Customer Welcome Host position is a safety critical role. Successful candidates will be required to complete a safety critical medical assessment, including drugs and alcohol screening, as part of the recruitment process. A confirmed offer of employment is subject to successfully passing this assessment.

No Railway Experience? No Problem.

You do not need previous railway experience to apply.

• Classroom-based learning covering railway rules and procedures
• Practical station-based training
• Ongoing support from experienced mentors and colleagues

We’re looking for people with the right attitude, strong work ethic, and willingness to learn.

Benefits

Alongside joining a fantastic team, you’ll enjoy a wide range of employee benefits, including:

• Free travel on the EMR network
• Up to 75% discounted rail travel across the national rail network
• Friends and family discounted tickets
• Defined benefit railway pension scheme
• Employee discounts portal
• Cycle to Work scheme
• And much more

At East Midlands Railway, we are committed to building a workforce that reflects the communities we serve. We recognise that women and ethnic minority groups are currently underrepresented within our workforce, and we are taking positive action to create a more inclusive and representative railway. We warmly welcome applications from candidates from these groups and from all 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.