Position Title: Service Centre

Company: East Midlands Railway

Location: Leicester, UK

Job Description:

The Customer Service Centre Team Leader will be responsible for day-to-day leadership of the Customer Service team including: staff performance, quality and training. They will also monitor and manage the CSC team day to day including call performance, call quality and workflows.


  • Provide reports and analysis in relation to quality monitoring and setting benchmarks and standards in comparison to other TOC’s and other business sectors
  • Assist Customer Service Centre Manager to ensure relevant financial audits are undertaken on a periodic basis to mitigate errors including fraudulent claims and develop robust processes
  • Reporting to the Customer Service Centre Manager you will assist with people process including 1-1’s, MFA, recruitment, disciplinary and monitoring of individual performance
  • Answer high level customer feedback including escalated customer contacts, passenger focus appeals and high level complaints including director level and safety complaints.
  • Ensuring full investigations are completed by other EMT department managers and that all details are captured within the customer information systems
  • Monitor and record day to day performance with particular emphasis on quality, consistency and call answering identifying any enhancements to improve efficiency
  • Ensure accurate and timely operational information is communicated to the CSC team liaising where necessary with other EMT departments


  • Excellent Railway Pension scheme
  • Friends and Family discounted Tickets on the EMR Network
  • 75% discount on National Travel (inc partner and dependants)
  • Up to 34 Days paid leave
  • Free standard travel on East Midlands Railway and Train Operating Companies under Abellio  Various training opportunities
  • …and many more!

About East Midlands Railway

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.