Front Line Roles

Here you will find some of our key roles that play a major part in the delivery of easier journeys every day.

We look for hardworking and customer-focused people to join our team and you do not necessarily need to have previous experience working within the railway industry. Your communication skills should be second to none and you should be able to easily to identify with customers’ needs and pride yourself on delivering the highest level of customer care. We believe that people deserve more than just “good service” but an amazing experience that they will never forget. It’s about believing in what you do and creating lasting memories whether you work in a customer facing front line role or depot based front line role.

Our colleagues take pride in our values and have the opportunity to make a difference within the organisation. Take a look at what they have to say about working at EMR.

Our amazing Platform Assistants and Customer Service Officers have such an important role at the station. Not only are they our customer's main point of contact for any queries and advice, they are also Safety Critical members of staff that are responsible for dispatching our trains from the platform. Check equipment, cleanliness and general customer environment for the train to ensure that all is in order.

The key focus of this role is to maintain a high level of presence at the station. You will be directing and assisting customers as necessary, providing exceptional customer service at all times, this is on the good days and during times of disruption and busy periods, come rain or shine. This role is shift work, based on a rota to provide customer service for all our passengers, from the first train in the morning to the last train at night. So, you will need to be flexible in order to work the shifts at the station. This role is also safety critical. Offers made to successful candidates are therefore subject to satisfactory completion of a safety critical medical assessment, including drugs and alcohol screening.

See what Chloe has to say about her role as Technician

The depot team pride themselves on engineering excellence and efficiency that drives support for easy journeys every day. Technicians are part of the maintenance team who work towards set production targets to ensure trains meet ever exacting and challenging standards, ensuring that our services are delivered to customers on time. Our technicians Service, maintain, repair and overhaul traction and rolling stock components. They complete plant equipment inspections to agreed standards, they record and get sign off on all work that is undertaken before services go out.

This role is also safety critical. Offers made to successful candidates are therefore subject to the satisfactory completion of a safety critical medical assessment, including drugs and alcohol screening. An element of the safety critical medical is the satisfactory completion of a railway standard colour vision tests.

See what Ian has to say about his role as First Class Lounge Host

Our First-Class Lounge Hosts provide exceptional customer service to our First-Class Customers. There is plenty to keep you busy, from answering customer queries, keeping the lounge clean and presentable, to helping make hot drinks and assisting customers with their luggage. Your personality plays a massive part in the level of service you provide, we want our customers to love and remember their experience with East Midlands Railway.

See what Mo has to say about his role as Shunter

Our Shunters are responsible for the safe operation and movement of rolling stock within the Depot and associated sidings. As a Shunter, you will complete train formations as required including moves involving the maintenance shed using the Depot Protection System in a pressurized environment

You will ideally be competent in Safety Regulations and the Depot Protection System and be certified in Rules and Regulations and Personal Track Safety, however for the right candidate, we will offer training in all of these areas.

This role is also safety critical. Offers made to successful candidates are therefore subject to the satisfactory completion of a safety critical medical assessment, including drugs and alcohol screening. An element of the safety critical medical is the satisfactory completion of a railway standard colour vision tests.

See what Ishrat has to say about her role as Customer Host

Customer Hosts play a vital role in our on-train team, making sure that customers enjoy the warmest of welcomes and receive an outstanding service. As a Customer Host, you are the point of contact for our customers and their queries; you will serve up scrumptious meals and snacks in first-class from our fantastic menu and also provide tasty refreshments to them on board. From cooking and serving sausage sandwiches with a cup of coffee in the morning, to a curry, rice and glass of wine in the evening and anything in-between. You will also be responsible for selling items off our first-class refreshment trolley which are not included in the first-class offer such as beers and spirits. You will also ensure that the train carriages are kept very neat and tidy at all times.

See What Plamen has to say about his role as Train Manager

Our Train Managers deliver high levels of customer service, with a natural instinct for working well with others in this face-to-face role. As a Train Manager, you will assist in developing professional, highly motivated and enthusiastic teams on board, whilst ensuring consistent, excellent customer service standards are maintained. Looking after customer safety will be your top priority. You will be visible to provide advice and guidance to customers and your on-train team as necessary and also manage overall financial responsibility for any cash transactions made on board, and for control of stock and equipment.

This role is also safety critical. Offers made to successful candidates are therefore subject to satisfactory completion of a safety critical medical assessment, including drugs and alcohol screening. An element of the safety critical medical is the satisfactory completion of a railway standard colour vision tests.

See what Rosie has to say about her role as Senior Conductor

Our Senior Conductors are responsible for delivering the smooth and safe running of our local train services, ensuring the safety of our train crew and customers remains paramount at all times. As a Senior Conductor, you will ensure consistent, excellent customer service standards are maintained. Looking after our customers and doing it safely will be your top priority. You will usually be the only member of staff in the coaches for the customers to see, so you will need to be able to work on your own with customers as well as part of a team. Our Senior Conductors Manage overall financial responsibility for any cash transactions made on board as well as checking equipment, cleanliness and general customer environment for the train to ensure that all is in order.

The successful candidate will be required to undertake a safety critical medical and drug screening. An element of the safety critical medical is the satisfactory completion of a railway standard colour vision tests.

See what Louise has to say about her role as Customer Welcome Host

Our Customer Welcome Hosts work on our gateline welcoming passengers with a warm smile; ensuring customers are travelling on the correct ticket. As a Customer Welcome Host, you will often be the first point of contact for customers and provide them with advice and guidance. You will also be required to assist passengers on and off trains and around stations.

At some locations, in this role, there will be an opportunity for you to receive training in Safety Critical Dispatching duties. If this is the case, you will be required to undertake a safety critical medical and drug screening. An element of the safety critical medical is the satisfactory completion of a railway standard colour vision tests.

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Maybe you have a question about one of our roles, get in touch with our Talent Team.

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