Location: Sheffield Contract Type: Permanent Salary: Year 1 - £32,410.19, Year 2 - £34,210.76, Year 3 - £36,011.32 15% Unsocial Hours Allowance Closing Date: Sunday 15 November 2026 Interview Date: Tuesday 08 December 2026 Reference: 2026-83
Be the difference. Lead the team. Make every journey count.
At East Midlands Railway (EMR), we’re proud to be One Team. We’re passionate about keeping people safe, delighting our customers, doing the right thing and putting people at the heart of a sustainable railway for the East Midlands.
With more than 2,600 colleagues, our people are the driving force behind our success. Our customer service teams play a vital role in making every journey a positive experience, and we’re looking for an enthusiastic leader to help us deliver just that.
As a ten-time accredited Top Employer and a Gold-accredited Inclusive Employers Standards organisation, we’re committed to creating a workplace where everyone feels valued, supported and empowered to bring their authentic self to work.
Ready to lead from the front?
As a Customer Service Supervisor, you’ll play a key role in leading our station team, supporting colleagues and ensuring our customers receive a consistently high standard of service. You’ll help keep the station clean, safe and welcoming, provide accurate and timely travel information, and ensure our contractual obligations and company procedures are met.
It’s a busy, fast-paced role where no two days are the same. You’ll need to be proactive, organised and confident in leading a team, even when things get challenging.
What will you be doing?
You’ll help keep the station running smoothly by:
- Leading staff briefings and keeping colleagues informed.
- Reporting accidents and operational incidents promptly and accurately.
- Authorising employee timesheets and supporting effective workforce management.
- Managing staff rosters and shifts to ensure the right cover is in place.
- Monitoring compliance with company processes, procedures and safety requirements.
- Working closely with Network Rail and other stakeholders to support safe and efficient station operations.
- Leading by example to create a positive team culture and deliver excellent customer experiences.
What will you bring to the team?
You’ll be passionate about customer service, enjoy supporting and motivating others, and have the confidence to manage challenging situations with professionalism and a positive attitude.
Working closely with the local management team, you’ll look for opportunities to improve the way we work, develop your colleagues and help drive the team forward.
Previous experience in a supervisory or people management role is essential. Previous railway experience would be an advantage, but it isn’t essential.
Please note that this role involves shift work, including early, late and night shifts, as well as weekends and bank holidays.
Safety comes first
We’ll provide all the required safety-critical training to successful candidates. Any offer of employment will be subject to satisfactory completion of a safety-critical medical assessment, including drugs and alcohol screening and a colour vision test.
We believe our colleagues deserve to be rewarded for the important work they do. Alongside a competitive salary, you’ll enjoy a range of benefits, including:
- Free travel on East Midlands Railway and participating train operating companies under Abellio.
- Friends and family discounted tickets across the EMR network.
- 75% discount on National Rail travel, including eligible partners and dependants.
- Training and development opportunities to help you grow your skills and career.
- And many more benefits to support you at work and beyond.
Ready to make a difference?
As part of our blind screening process, please remove all personal information, including your name, from your CV.
One Team. Every Journey. Everyone Welcome.
At EMR, we’re committed to embracing diversity and building an inclusive workforce that reflects the communities we serve. We recognise that women and people from ethnic minority backgrounds are under-represented in our workforce, and we’re taking positive steps to create a more inclusive culture.
We warmly welcome applications from people of all backgrounds, including those from under-represented groups, and want everyone to feel they belong at EMR.
Join us and help make every journey count.
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.
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Customer Service Supervisor in Sheffield employer: East Midlands Railway
East Midlands Railway (EMR) is an exceptional employer that prioritises the professional development of its employees, particularly through structured roles like the Fleet Graduate Engineer. With a strong focus on mentorship from Chartered Engineers and opportunities to rotate through various functions, EMR fosters a collaborative work culture that encourages growth and innovation in railway engineering. Located in the vibrant East Midlands, employees benefit from a supportive environment that values safety and leadership, making it an ideal place for those seeking meaningful and rewarding careers.
