Customer Service Officer

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. Eight 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.

Are you enthusiastic, approachable and passionate about delivering great customer service as part of a fun and friendly team? Do you get a buzz from working in a busy, exciting environment where no two days are the same? We're looking for people just like you to recruit into our Talent Pool for a variety of roles in our Customer Services team at Kettering. Take a look at all the roles we're recruiting to here.

We're currently recruiting for future Customer Service Officers for Kettering and Wellingborough stations.

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

About the role

As a Customer Service Officer, you will:

• Dispatch trains in a safe and timely manner
• Provide customers with advice and guidance
• Support with security searches at the station
• Be pro-active and visible to customers at all times
• Assist customers boarding and leaving trains as required
• Help customers with their train ticket purchases, travel queries, and use expertise to offer advice and guidance on the best options for travel

You will be required to work shifts, including some evenings and weekends and you'll be paid a shift allowance on top of your basic salary.

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

Not only will you be in line to join a fantastic team, you will also enjoy a wide range of benefits:

• Free travel on the East Midlands Railway network.
• Discounted travel (up to 75% off across the rail network and other train operating companies)
• Friends and Family discounted tickets
• Defined benefit railway pension scheme
• Employee benefits portal with access to generous discounts, Cycle 2 Work Scheme …and many more!

This all sound great! What are the next steps?

Submit your online application form and upload your CV. As we operate a blind screening process please remove all personal information including your name from your CV.

If you successfully pass all stages of the recruitment process, you will either be offered a role, if one is available, or placed into our talent pool, for a maximum time of 12 months. Once you have a place in the pool, you will not need to re-apply for the vacancy again for a whole 12 months. If a role becomes available during this time, we will pick up the phone to make you a job offer!

We promise to treat you fairly, consistently and with respect throughout the application, assessment and selection process.