AddressWe 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 2,500 employees, our people are the reason we are so successful, and the Customer Service 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.
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 a talent pool opportunity within our Customer Service Team based at our contact centre in Derby for any future vacancies the team might have. We’re looking for people that are passionate about Customer Service and really care about the impact Customer Service can have.
Customer Service Executive
This involves handling customer complaints and customer queries patiently and sympathetically, so the customer will travel with us again in the future. Also supporting the wider team with processing lost property and assisted travel requests via phone, email, web form and letter, providing direct contact with customers via phone, email and letter when necessary.
You will receive training on all aspects of the Customer Service Centre function, including the complaints handling system, Lost Property, Passenger Assistance and issuing tickets via our STAR retailing system.
To be great in the Customer Service Team you will need fantastic communications skills, be friendly, helpful, articulate, pro-active and have a confident manner, being able to say “no” while exercising tact and diplomacy. Excellent team work and Customer Service skills are essential and previous experience in dealing with high volumes of letters and phone calls is desirable.
Ideally you’ll have experience of working within a Customer Service environment, accurate data inputting skills and be comfortable with using IT and popular computer packages and a confident when communicating with customers on the telephone.
The hours of duty for this role are between 0800 – 1900hrs Monday to Friday so flexibility is important. Training for the role will be office based. This role is hybrid, meaning you will work from the office and at home once in role.
As well as a competitive salary, we’ll also offer you:
- Excellent Railway Pension scheme
- Free travel on East Midlands Railway and Train Operating Companies under Abellio
- Friends and Family discounted Tickets on the EMR Network
- 75% discount on National Travel (inc partner and dependants)
- Various training opportunities
- …and many more!
This is a talent pool opportunity which is really exciting! We anticipate vacancies arising in the Customer Service Team and want to create a talent pool of fantastic candidates that are ready to make job offers to when these vacancies become available. All candidates must successfully complete and pass the talent pool recruitment process in order to be considered for the Customer Service Team roles. It means there is an opportunity for all candidates to go into the talent pool if they do well and pass the selection process.
Ready to take on this exciting opportunity? 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.
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.
