First Class Customer Host

EAST MIDLANDS RAILWAY; East Midlands; On-site; GBP 26,000 - 31,000; Full time

Benefits offered by this job

Free travel on EMR

Friends & Family discounts

75% National Travel discount

Job summary

East Midlands Railway is seeking a friendly First-Class Customer Host based in Derby. You will welcome passengers, serve meals and snacks from the first-class menu, and provide refreshments on board while keeping carriages neat.

The role involves shift work on a daily rota, including early mornings and late trains, with weekend duties. EMR offers a competitive salary and travel benefits for you and your family.

Qualifications

• Hard-working with a customer-focused service approach.
• Polite, responsible and resilient in challenging situations.
• Able to maintain a positive and courteous demeanour with passengers.

Responsibilities

• Serve meals and snacks in first class from the on-train menu.
• Provide refreshments to customers on board.
• Keep train carriages neat and tidy at all times.

Skills

Customer service

Politeness

Reliability

Resilience

Friendly personality

Job description

Location: Derby Contract Type: Permanent Salary: £28,506.81 Free Leisure Travel on EMR services + discounted train travel with other train operators Closing Date: Thursday 05 November 2026 Interview Date: To be confirmed Reference: CH2027

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 thingand putting customers at the heart of our sustainable railway for the East Midlands. With over 2,600 employees, our people are the reason we are so successful, and the On Train Customer Service team make a crucial contribution to this.

Ten times accredited as a Top Employer and Gold accredited for Inclusive Employers Standards we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work.

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.

We have an outstanding opportunity to join #TeamEMR as a First-Class Customer Host based at Derby!

The First-Class Customer Host plays a vital role in our on-train team, making sure that customers enjoy the warmest of welcomes and receive an outstanding service. You will be the point of contact for our customers and their queries; you'll serve meals and snacks in first class from our fantastic menu and provide tasty refreshments to them on board. You will also ensure that the train carriages are kept very neat and tidy at all times.

What are we looking for?

You will be hard working and always happy to provide an amazing service with a smile! You will also be polite, responsible, and very resilient. Your personality plays a massive part in the level of service you provide. We want to our customers to love and remember their experience on East Midlands Railway. So, if you are passionate, professional and want to make a difference to someone's day, we want to hear from you.

The role is shift work based on a rota to provide customer service throughout the whole day, this could be on the first train in the morning or the last train at night so you will need to be flexible and it will include weekend work.

As well as a competitive salary, we’ll also offer you:

• Free travel on East Midlands Railway and Train Operating Companies under Transport UK Group & LNER
• Friends and Family discounted Tickets on the EMR Network
• 75% discount on National Travel (inc partner and dependants)
• …and many more!

If you are successful at the assessment day you will either, be offered an immediate vacancy, or you will be placed into the Talent Pool for a maximum of 12 months. During those 12 months, you will not need to apply for this role again. As and when we have Customer Host vacancies arise, we will be able to pick up the phone and make a job offer.

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

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 or nationality, religion, employment status or age. We’ll treat your application fairly and assess you for the job based on merit and skills.