On Train Customer Service

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 function make a crucial contribution to this.

10 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.

We have an exciting opportunity to join #TeamEMR as an Apprentice Senior Conductor based at Nottingham!

We pride ourselves on delivering excellent customer experience through our customer promise, our On Train Customer Service team play a huge part in that and will provide day to day management of the On Train operations on our services. You will assist in developing professional, highly motivated and enthusiastic teams on board, whilst ensuring consistent, excellent customer service standards are maintained. Looking after our customers will be your top priority.

At East Midlands Railway, we are passionate about providing our people with the opportunity for professional development. As part of this commitment, Senior Conductors are enrolled onto the Level 2 Passenger Transport Operative apprenticeship standard, where you will learn valuable knowledge, skills and behaviours to have a successful railway career.

As a Senior Conductor Apprentice at EMR, you will be at the forefront of delivering a memorable experience for our customers, seeking to identify and meet their needs in an open, friendly and helpful manner. We’re looking for someone who is enthusiastic, forward thinking and strives to deliver the highest standards at all times.

Your responsibilities within the role include:
Ensuring the safety of everyone on board.
Checking and verifying tickets
Checking the on train environment including equipment and general cleanliness of facilities
Where shortcomings exist, taking further action by correcting or reporting fault
Be visible and available to provide customers with advice and guidance, as necessary
Managing the overall financial responsibility for any cash transactions taken on board

When working on our trains, you will usually be the only member of staff that our customers will see, so it’s important that you are confident in working both on your own and as part of a team. Due to early morning and late evening shift patterns, flexibility is key - and you will need to live within 60 minutes of the station. This role works four days a week and includes weekend work, but we guarantee that you will get a long weekend off every third week.

To find out more about the team and what our hiring managers are looking for from our successful candidates, click the below link to watch an EXCLUSIVE interview with Mark Evans, Depot Manager at Nottingham to get the inside scoop!

https://www.youtube.com/watch?v=LNsDFhmEXik

Training courses will commence at a number of dates throughout 2026. If successful, you will be placed into a Talent Pool and be offered a role when opportunities become available and enrolled onto the next available course.

As well as a competitive salary, we’ll also offer you:
Excellent Railway Pension scheme
Free travel on East Midlands Railway and Train Operating Companies under Abellio
Friends and Family discounted Tickets on the EMR Network
75% discount on National Travel (inc partner and dependants)
Various training opportunities

…and many more!

Ready to take on this exciting opportunity? Submit your online application form and upload your CV. As we operate a blind screening process, please remove all personal information including your name from your CV.

We promise to treat you fairly, consistently and with respect throughout the application, assessment and selection process.

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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.

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