Position Title: Team Leader

Company: East Midlands Railway

Location: Sheffield, 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.


  • Ensure accurate and timely operational information is communicated to the CSC team liaising where necessary with other EMT departments
  • Monitor and record day to day performance with particular emphasis on quality, consistency and call answering identifying any enhancements to improve efficiency
  • Lead, motivate & direct the Customer Service Centre team on a day to day basis including delivering the highest quality of service from the customer service centre team
  • Plan, organise and monitor the team including shift planning and people processes and deliver Training Needs Analysis for all the CSC for current and future team members
  • 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
  • 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


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

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.