Customer Service Team Lead

1 month ago


Loughborough, Leicestershire, United Kingdom East Midlands Trains Full time

We are proud to be One Team at East Midlands Railway (EMR). We are passionate about keeping people safe, delivering excellent customer service, and doing the right thing. As a Customer Service Supervisor, you will lead the team with day-to-day activities and provide a high standard of customer service, as well as providing accurate and timely information at the station.

The supervisor will ensure that the station is clean, safe, and presentable at all times, in accordance with East Midlands Railway contractual obligations. You will also play a key part in ensuring ongoing compliance with company processes and procedures.

This is a busy and fast-paced role; some of your key duties will involve:

  • Undertaking staff briefings as required
  • Reporting all accidents and operating incidents
  • Authorizing employee time sheets
  • Looking after the roster/shifts for all staff under your supervision
  • Monitoring ongoing compliance with company processes and procedures
  • Working closely with Network Rail and other stakeholders daily

You will be passionate about delivering excellent customer service daily, managing challenging situations, and leading a team with bags of energy. Working closely with the local management team, you will also be proactive in seeking out opportunities to drive the team forward.

Previous experience in a supervisory or people manager role is essential. It is also preferable for candidates to have prior railway experience, although this is not essential. Please note this post is required to work shifts including early, late, and nights, as well as weekends and bank holidays.

All of the safety-critical training will be provided to the successful candidates. Offers made to successful candidates are therefore subject to satisfactory completion of a safety-critical medical assessment, including drugs and alcohol screening and a colour vision test.

If you are passionate about delivering excellent customer service and leading a team, we want to hear from you.

As well as a competitive salary, we'll also offer you:

  • Excellent Railway Pension scheme
  • Free travel on East Midlands Railway and Train Operating Companies under Abellio
  • Friends and Family discounted Tickets on the EMR Network
  • 75% discount on National Travel (inc partner and dependants)
  • Various training opportunities

At EMR, we want to proactively embrace diversity across our workforce and recognize 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.



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