Customer Service Executive

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 2,600 employees, our people are the reason we are so successful, and the Customer Contact Centre team make a crucial contribution to this.

Nine 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 join #TeamEMR for a Customer Service Executive to join our Customer Contact Centre on a 12-month fixed term contract. (For internal employees this will be 12-month secondment)

To find out more about the Customer Service Centre and the teams within it, we pinned down the Customer Service Centre Manager, Neil Sargent for an interview and the inside scoop! Click below to meet Neil:

EMR Hot Seat: Neil Sargent, Customer Service Centre Managehttps://www.youtube.com/watch?v=xc-3TG9ahhIr

Back to the role...

Customer Service Executive will:

• Handle customer complaints and queries with patience and empathy to encourage future travel with EMR.
• Provide support with processing lost property and assisted travel requests.
• Communicate with customers via phone, email, web form, and letters.
• Deliver direct contact support when necessary across multiple platforms.
• Use relevant systems including: Complaints handling systems, Lost Property systems, Passenger Assistance processes and STAR retailing system for issuing tickets
• Maintain high-quality written and verbal communication.

To succeed in this role, you’ll need excellent communication skills and a friendly, approachable manner. You should be confident, articulate, and comfortable speaking with customers across a variety of channels, including phone, email, and letter. The ability to remain calm and empathetic—especially when handling complaints—is essential, as is the ability to say “no” when needed, using tact and diplomacy.

We’re looking for someone who thrives in a team environment and takes pride in delivering great customer service. You’ll need to be proactive, flexible, and able to manage a busy workload, including handling a high volume of phone calls and written correspondence. Attention to detail and accuracy are also important, particularly when it comes to inputting data and using various systems.

Ideally, you’ll have previous experience in a customer service setting and be comfortable using IT systems and common software packages. A confident telephone manner and strong writing skills will help you communicate clearly and professionally with our customers. Flexibility around working hours is also key, as the role operates Monday to Friday between 08:00 and 19:00.

Full training will be provided, including on all internal systems and processes. This role is hybrid, with initial training delivered in the office before transitioning to a combination of office-based and home working.

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!

We operate a blind screening process at EMR, therefore we kindly ask that remove your personal details from your CV before you upload it. (This includes, your name, age, gender, DOB, address and contact details)

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.