Customer Service Officer

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 Customer Service Officers to be a welcoming, confident and proactive presence at Lincoln station.

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

Why join EMR?

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

Ready to apply?

What do I do if I have questions before applying?

Why not Join us at on an Information Session, where we’ll share an overview of the role, example shift pattern, outline expectations, and give interested candidates the opportunity to ask questions before applying.

The session will take place on Tuesday 11th August at 5.00pm on Microsoft Teams. Please register your interest via the link below no later than the 10th of August.

Lincoln Customer Service Officer Information Session – Fill in form

Please note that registering for the information session is not your application for the role.

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.

Everyone is welcome at EMR.

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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.

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