Customer Service Supervisor
Posted 3 hours 53 minutes ago by East Midlands Railway
Location: Lincoln
ContractType: Permanent
Salary: £19.600.45 per annum
Free travel EMR services and 75% discount on all other train operators
ClosingDate: Sunday 28 June 2026
InterviewDate: To be confirmed
Reference: 2026-55
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 service team make a crucial contribution to this.
Nine times accredited as a Top Employer and Gold accredited for Inclusive Employers Standards we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work.
Exciting News
Join Our Team as a Station Supervisor at Lincoln Station!
This is a part time vacancy working 18.5hrs per week working to a shift pattern, this includes weekends.
Are you ready to step into a pivotal role at the heart of the railway network? We're looking for an enthusiastic, customer focused individual to take the lead in managing the daily operations at Lincoln Station - one of the region's busiest and most important transport hubs.
This is more than just a job. It's an opportunity to make a real difference every single day - to passengers, to colleagues, and to the safe, smooth running of the rail network.
What's the Role?
As Station Supervisor, you'll be the go to person ensuring everything at Lincoln Station runs like clockwork. From overseeing the station team and retail services to managing disruption and maintaining high safety and cleanliness standards, you'll be leading from the front.
You'll coordinate staff and contractors, liaise with Train Operating Companies (TOCs), handle incidents and emergencies, and ensure our customers receive exceptional service and up to date information at all times.
This role involves a mix of operational management, people leadership, and hands on involvement - no two days will ever be the same.
What We're Looking For:
- A calm, confident leader who can take control in high pressure situations
- A team player with strong communication skills
- Someone who thrives on responsibility and takes pride in their work
- A problem solver who can think on their feet
- A positive, can do attitude and professional approach
- Flexible to work unsociable hours including weekends and holidays
You'll need to be computer literate, numerate, and capable of understanding railway rules and regulations (full training provided). Experience in customer service or operational management is a big plus - but more importantly, we're looking for someone who is committed to safety, service, and making a difference.
What You'll Be Doing Day to Day:
- Supervising station staff and overseeing daily operations
- Ensuring the station is safe, clean, and welcoming
- Managing disruption, coordinating replacement transport and communicating clearly with customers
- Monitoring staff performance, rostering shifts, and maintaining operational records
- Acting as the Designated Person in Charge during incidents or major events
- Handling customer queries, complaints, and lost property
- Working closely with security and emergency services when needed
- Conducting safety checks, training, and audits
Why Join Us?
This is a key frontline role in a supportive, professional environment. We'll provide you with:
- Comprehensive training and ongoing development
- A structured career path within the railway industry
- Opportunities to take on more responsibility and grow your leadership skills
- A chance to work with a close knit team committed to service excellence
If you're passionate about people, service, and safety - and want to be part of something meaningful - this is your chance.
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 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.