Salary: £25,960.74 per annum rising to £29,800.19 after 6 months
Free travel EMR services and 75% discount on all other train operators
EMR Internal Communications 557 subscribers
Join East Midlands Railway as a Customer Service Officer – and help keep our region moving
Are you great with people, calm under pressure, and ready to make a real difference every day? At East Midlands Railway (EMR), we’re looking for Customer Service Officers to be a welcoming, confident and proactive presence at Lincoln station.
This is your chance to play a vital role in keeping our customers safe, informed and on the move.
At EMR, we’re proud to be One Team. With over 2,600 colleagues, we work together to deliver safe, reliable journeys and outstanding customer experiences across the region.
Top Employer (10‑time accredited) and hold Gold Inclusive Employers Status—recognition of our commitment to building a workplace where everyone feels valued, supported, and able to be themselves.
What you’ll be doing
As a Customer Service Officer, you’ll be at the heart of station life. No two days are the same, and you’ll play a key role in both customer experience and safety‑critical operations.
You will:
- Safe draw down and movement of train services within the station.
- Provide clear advice, information and reassurance to customers
- Support passengers who may need extra assistance
- Carry out station safety and security checks
- Maintain a visible, approachable presence on the platforms
- Deliver exceptional service—especially during busy or disrupted periods
If you enjoy variety, responsibility, and working in a fast‑paced environment, you’ll thrive here.
What we’re looking for
You don’t need railway experience—we’ll give you all the training and support you need to succeed.
We’re looking for people who are:
- Friendly, positive and proactive
- Confident communicating with a wide range of people
- Able to stay calm and make decisions under pressure
- Flexible and willing to work shifts, including early mornings, evenings and weekends
This is a safety‑critical role, so you’ll need to pass a medical assessment, including drugs and alcohol screening and a colour vision test, before starting.
What you’ll get in return
Alongside a competitive salary, you’ll benefit from:
- A defined benefit pension scheme
- Free standard leisure travel on EMR and partner networks
- Friends & Family discounted tickets
- 75% discount on national leisure travel for you, your partner and dependants
- And a range of additional benefits to support your wellbeing and lifestyle
Building a more inclusive railway
We know our workforce doesn’t yet fully reflect the communities we serve—particularly in terms of gender and ethnic diversity. We’re committed to changing that and strongly encourage applications from underrepresented groups.
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 in Lincoln employer: East Midlands Railway
East Midlands Railway is an excellent employer, offering a dynamic work environment at the iconic London St Pancras station. With a strong commitment to employee development and a focus on safety, staff enjoy comprehensive training, competitive allowances, and a supportive culture that values diversity and inclusion. Join us to be part of a team that prioritises customer experience while providing meaningful career growth opportunities.
