Customer Service Officer

Customer Service Officer - London St Pancras

Location: London St Pancras

Contract Type: Permanent

You will also receive a 10% unsocial allowance and £2,855.17 London allowance per annum.

Closing Date: Wednesday 15 July 2026

Interview Date: To be confirmed

Reference: 2026-61

Responsibilities

• Dispatch trains safely and on time-keeping services punctual and following all safety procedures.
• Support customers throughout their journey-offering clear, friendly, and reassuring guidance.
• Assist with station security-taking part in searches and keeping the station safe for everyone.
• Be visible and proactive-offering help before passengers even need to ask.
• Help with boarding and alighting-supporting passengers of all ages and abilities.

Shifts

You'll work a rotating shift pattern, with start times from 5:00 am to finish times up to around 12:30 am, including some evenings and weekends. A shift allowance is paid in addition to your basic salary. Full safety critical training is provided. Offers are subject to passing a medical assessment, including drugs and alcohol screening and colour vision testing.

Benefits

• Free travel on the EMR network
• Up to 75% discounted travel across the wider rail industry
• Friends & Family discounted travel
• Defined benefit railway pension
• Access to our employee benefits portal
• Cycle to Work scheme
• and much more

A workplace where everyone belongs

We are committed to building a workforce that represents the communities we serve. We are currently under-represented by women and people from ethnic minority backgrounds, and we actively encourage applications from these groups. 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.