Customer Service Officer

East Midlands Railway; Lincoln; On-site; GBP 13,000 - 15,000; Part time

Benefits offered by this job

Defined benefit pension

Free train travel

Friends & Family tickets

75% travel discount

Wellbeing support

Job summary

East Midlands Railway is hiring a part-time Customer Service Officer at Lincoln station. You will be the friendly, proactive face handling customer needs, safety checks, and clear information delivery in a busy rail environment.

The role requires flexibility for early starts and weekend shifts; training is provided. Benefits include travel discounts, pension, and wellbeing support, reflecting EMR's inclusive employee focus.

Qualifications

• Strong customer service experience.
• Ability to work in a fast-paced environment.
• Willingness to work early mornings, evenings and weekends.

Responsibilities

• Safe draw down and movement of train services within the station.
• Provide clear advice, information and reassurance to customers.
• Assist passengers who may need extra assistance.

Skills

People skills

Calm under pressure

Effective communication

Shift work

Customer service

Job description

Location: Lincoln Contract Type: Permanent Salary: £12,980.37 per annum rising to £14,900.09 after 6 months Free travel EMR services and 75% discount on all other train operators Closing Date: Sunday 11 October 2026 Interview Date: To be confirmed Reference: 2026-79

EMR Internal Communications 577 subscribers

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

Are you great with people, calm under pressure, and ready to make a real difference every day? At East Midlands Railway (EMR), we’re looking for a Part Time Customer Service Officer to be a welcoming, confident and proactive presence at Lincoln station.

This role is working 18.5 hrs per week to a shift pattern (Mon Tues week 1, Weds Thurs week 2, Fri Sat week 3. Earliest start is 0430 and latest finish is 0030. They also work 1 in 6 Sundays as forced overtime)

This is your chance to play a vital role in keeping our customers safe, informed and on the move.

At EMR, we’re proud to be One Team. With over 2,600 colleagues, we work together to deliver safe, reliable journeys and outstanding customer experiences across the region.

We’re a Top Employer (10-time accredited) and hold Gold Inclusive Employers Status—recognition of our commitment to building a workplace where everyone feels valued, supported, and able to be themselves.

What you’ll be doing

As a Customer Service Officer, you’ll be at the heart of station life. No two days are the same, and you’ll play a key role in both customer experience and safety-critical operations.

You will:

• Safe draw down and movement of train services within the station.
• Provide clear advice, information and reassurance to customers
• Support passengers who may need extra assistance
• Carry out station safety and security checks
• Maintain a visible, approachable presence on the platforms
• Deliver exceptional service—especially during busy or disrupted periods

If you enjoy variety, responsibility, and working in a fast-paced environment, you’ll thrive here.

What we’re looking for

You don’t need railway experience—we’ll give you all the training and support you need to succeed.

We’re looking for people who are:

• Friendly, positive and proactive
• Confident communicating with a wide range of people
• Able to stay calm and make decisions under pressure
• Flexible and willing to work shifts, including early mornings, evenings and weekends

This is a safety-critical role, so you’ll need to pass a medical assessment, including drugs and alcohol screening and a colour vision test, before starting.

What you’ll get in return

Alongside a competitive salary, you’ll benefit from:

• 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
• And a range of additional benefits to support your wellbeing and lifestyle

If you’re successful, you may be offered a role straight away or placed into our talent pool for up to 12 months—so you won’t need to reapply if a suitable vacancy arises.

Building a more inclusive railway

We know our workforce doesn’t yet fully reflect the communities we serve—particularly in terms of gender and ethnic diversity. We’re committed to changing that and strongly encourage applications from underrepresented groups.

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.