Customer Service Supervisor

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. Six 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 an exciting opportunity to join our fantastic Customer Service team at Loughborough station as a Customer Service Supervisor!

The supervisor will lead the team with day-to-day activities and provide a high standard of customer service, as well as providing accurate and timely information at the station. You will ensure that the station is clean, safe and presentable at all times, in accordance to East Midlands Railway contractual obligations. You will also play a key part in to ensuring that there is ongoing compliance with company processes and procedures.

This is a busy and fast paced role; some of your key duties will involve:

• Undertaking staff briefings as required
• Reporting all accidents & operating incidents
• Authorisation of employee time sheets,
• Looking after the roster/shifts for all staff under your supervision.
• Monitoring on-going compliance with company processes and procedures.
• Working closely with Network Rail and other stakeholders daily.

You will be passionate about delivering excellent customer service daily, managing challenging situations and leading a team with bags of energy. Working closely with the local management team, you will also be pro-active in seeking out opportunities to drive the teams forward.

Previous experience in a supervisory or people manager role is essential. It is also preferable for candidates to have prior railway experience, although this is not essential. Please note this post is required to work shifts including early, late and nights also weekends and bank holidays.

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

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

• Defined benefit Pension scheme
• Free standard leisure travel on the EMR network and Train Operating Companies under Abellio & LNER
• Friends and Family discounted tickets on the EMR network
• 75% discount on national leisure travel (inc partner and dependants)
• …and many more!

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.