Customer Service Supervisor

EAST MIDLANDS RAILWAY; Sheffield; On-site; GBP 32,000 - 36,000; Full time

Benefits offered by this job

Free travel

Friends and family tickets

Rail discount

Training and development

Job summary

East Midlands Railway in Sheffield is seeking a Customer Service Supervisor to lead our station team, ensuring high standards of customer service and safety. You’ll manage rosters, monitor processes and coach colleagues to deliver consistent experiences.

We offer shift patterns including early, late and night work, comprehensive safety training, and a range of benefits as part of joining One Team, delivering journeys that count.

Qualifications

• Previous experience in a supervisory or people management role is essential.
• Ability to lead a station team and ensure high service standards.
• Willingness to work varied shift patterns including evenings and weekends.
• Commitment to safety and compliance with company procedures.

Responsibilities

• Lead staff briefings and keep colleagues informed.
• Manage staff rosters and shifts to ensure adequate coverage.
• Report accidents and operational incidents promptly and accurately.
• Monitor compliance with processes and safety requirements.
• Collaborate with Network Rail and stakeholders to support operations.
• Provide coaching to deliver excellent customer experiences.

Skills

Supervisory experience

Customer service leadership

Team management

Shift work

Safety awareness

Job description

Location: Sheffield Contract Type: Permanent Salary: Year 1 - £32,410.19, Year 2 - £34,210.76, Year 3 - £36,011.32 15% Unsocial Hours Allowance Closing Date: Sunday 15 November 2026 Interview Date: Tuesday 08 December 2026 Reference: 2026-83

Be the difference. Lead the team. Make every journey count.

At East Midlands Railway (EMR), we’re proud to be One Team. We’re passionate about keeping people safe, delighting our customers, doing the right thing and putting people at the heart of a sustainable railway for the East Midlands.

With more than 2,600 colleagues, our people are the driving force behind our success. Our customer service teams play a vital role in making every journey a positive experience, and we’re looking for an enthusiastic leader to help us deliver just that.

As a ten-time accredited Top Employer and a Gold-accredited Inclusive Employers Standards organisation, we’re committed to creating a workplace where everyone feels valued, supported and empowered to bring their authentic self to work.

Ready to lead from the front?

As a Customer Service Supervisor, you’ll play a key role in leading our station team, supporting colleagues and ensuring our customers receive a consistently high standard of service. You’ll help keep the station clean, safe and welcoming, provide accurate and timely travel information, and ensure our contractual obligations and company procedures are met.

It’s a busy, fast-paced role where no two days are the same. You’ll need to be proactive, organised and confident in leading a team, even when things get challenging.

What will you be doing?

You’ll help keep the station running smoothly by:

• Leading staff briefings and keeping colleagues informed.
• Reporting accidents and operational incidents promptly and accurately.
• Authorising employee timesheets and supporting effective workforce management.
• Managing staff rosters and shifts to ensure the right cover is in place.
• Monitoring compliance with company processes, procedures and safety requirements.
• Working closely with Network Rail and other stakeholders to support safe and efficient station operations.
• Leading by example to create a positive team culture and deliver excellent customer experiences.

What will you bring to the team?

You’ll be passionate about customer service, enjoy supporting and motivating others, and have the confidence to manage challenging situations with professionalism and a positive attitude.

Working closely with the local management team, you’ll look for opportunities to improve the way we work, develop your colleagues and help drive the team forward.

Previous experience in a supervisory or people management role is essential. Previous railway experience would be an advantage, but it isn’t essential.

Please note that this role involves shift work, including early, late and night shifts, as well as weekends and bank holidays.

Safety comes first

We’ll provide all the required safety-critical training to successful candidates. Any offer of employment will be subject to satisfactory completion of a safety-critical medical assessment, including drugs and alcohol screening and a colour vision test.

We believe our colleagues deserve to be rewarded for the important work they do. Alongside a competitive salary, you’ll enjoy a range of benefits, including:

• Free travel on East Midlands Railway and participating train operating companies under Abellio.
• Friends and family discounted tickets across the EMR network.
• 75% discount on National Rail travel, including eligible partners and dependants.
• Training and development opportunities to help you grow your skills and career.
• And many more benefits to support you at work and beyond.

Ready to make a difference?

As part of our blind screening process, please remove all personal information, including your name, from your CV.

One Team. Every Journey. Everyone Welcome.

At EMR, we’re committed to embracing diversity and building an inclusive workforce that reflects the communities we serve. We recognise that women and people from ethnic minority backgrounds are under-represented in our workforce, and we’re taking positive steps to create a more inclusive culture.

We warmly welcome applications from people of all backgrounds, including those from under-represented groups, and want everyone to feel they belong at EMR.

Join us and help make every journey count.

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.