Customer Service Officer

8 hours ago

Kettering, United Kingdom East Midlands Railway Full time

We are proud to be **One Team** at East Midlands Railway (EMR). We are passionate about **keeping people safe, delighting our customers, doing the right thing** and putting customers at the heart of our sustainable railway for the East Midlands. With over 2,400 employees, our people are the reason we are so successful, and the Customer Experience team make a crucial contribution to this. Nine times accredited as a Top Employer, we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work.

**Join Our Customer Service Team at Kettering - Make a Difference Every Day**

Are you someone who enjoys helping others, thrives in a team environment, and finds energy in a role where no two days are the same? If you're enthusiastic, approachable, and passionate about delivering great service, we’d love to welcome you into our friendly and supportive team at **East Midlands Railway (EMR)**.

We're currently recruiting for **future Customer Service Officers** for **Kettering, Wellingborough, and Corby** stations. You'll be based at Kettering, with occasional support across the other locations when needed.

**What the Role Involves**

As a **Customer Service Officer**, you’ll be the first point of contact for many of our customers. Whether it’s helping someone plan their journey, guiding them to the right platform, or safely dispatching trains, your role is key in keeping everything running smoothly — and making passengers feel welcome, safe and supported.

Your day-to-day will include:

- Safely dispatching trains in a timely and professional manner
- Assisting customers at the station, including boarding and leaving trains
- Offering helpful, expert advice on ticket purchases and travel options
- Being visible and approachable to customers, especially during busy periods
- Supporting station security and safety through routine checks and searches

We’ll provide **all the training you need**, so you don’t need previous rail experience. This includes full safety-critical training and support from experienced colleagues as you settle into the role.

Shifts include early mornings, evenings, and weekends — and you’ll receive a **shift allowance** on top of your basic salary.

**What You’ll Get in Return**

Working at EMR means more than just a job — it’s a career with **development, stability, and great benefits**, including:

- ** Free leisure travel** on the EMR network
- ** Up to 75% discounted rail travel** across the UK for you, your partner, and dependants
- ** Friends & Family discounted tickets**:

- ** Defined benefit railway pension scheme**:

- ** Employee benefits portal** with access to discounts, Cycle to Work, and more

**What’s Next?**

We operate a **blind screening** process to ensure fairness, so please remove all personal details (including your name) from your CV before submitting.

We’re committed to treating all applicants **fairly, respectfully, and consistently** at every stage of the recruitment process.

**Assessment Day**: This will be held in **Kettering**, with dates to be confirmed in **September**.

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