Customer Service Officer

5 days ago

Lincoln, Lincolnshire, United Kingdom EAST MIDLANDS RAILWAY Full time £24,000 - £42,000 per year

Join East Midlands Railway as a Customer Service Officer – and help keep our region moving

Are you a natural people-person who thrives on teamwork, stays calm under pressure, and loves helping others? At East Midlands Railway (EMR), we're looking for future Customer Service Officers to be the friendly, confident and proactive presence on our platforms at Lincoln station.

Why join EMR?

At EMR, we're proud to be One Team. With over 2,600 colleagues, we work together to keep people safe, deliver brilliant journeys, and put customers at the heart of everything we do.

We're nine-times accredited as a Top Employer and hold Gold Inclusive Employers Status, showing our commitment to creating a workplace where everyone feels valued, supported and able to bring their authentic self to work.

What you'll be doing

As a Customer Service Officer, you'll play a vital role in the smooth running of our station operations, including safety-critical responsibilities. You will:

  • Safely and promptly dispatch train services
  • Provide advice, reassurance, and guidance to customers
  • Support vulnerable passengers who may need additional assistance
  • Help with security checks around the station
  • Maintain a proactive, visible presence on the platforms
  • Act as an ambassador for EMR, delivering exceptional customer service – especially during disruption or busy periods

If you're someone who enjoys variety and thrives in a fast-paced environment, you'll fit right in.

What we're looking for

You don't need previous railway experience — we'll provide full training, including classroom-based learning and mentoring on-station. We're looking for people who are:

  • Positive, proactive and adaptable
  • Confident in engaging with the public
  • Comfortable making decisions under pressure
  • Happy to work shifts covering early mornings, late evenings and weekends

This is a safety-critical role, so successful candidates will complete a medical assessment (including drugs and alcohol screening and a colour-vision test). Employment will be confirmed once this is passed.

What we offer

Alongside a competitive salary, you'll also receive:

  • 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
  • Plus many more great benefits
Ready to apply?

Complete our online application and upload your CV (with all personal details removed in line with our blind-screening process).

If you're successful, you'll either be offered a role straight away or placed in our talent pool for up to 12 months — no need to re-apply during that time. If a vacancy opens, we'll be in touch with an offer.

Building a more inclusive railway

We recognise we are under-represented by women and people from ethnic minority backgrounds, and we're committed to creating a workforce that reflects the communities we serve. We warmly welcome applications from all backgrounds.

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Apply Online

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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