Customer Welcome Host

At East Midlands Railway, we’re proud to be *One Team*. We’re passionate about keeping people safe, delivering excellent customer experiences, doing the right thing, and building a sustainable railway that puts customers first across the East Midlands.

With over 2,600 colleagues, our people are what make us successful. Our station teams play a vital role in creating a welcoming, safe, and positive experience for every customer who travels with us.

Recognised ten times as a Top Employer and Gold accredited by Inclusive Employers, we are committed to creating a workplace where everyone feels empowered to bring their authentic self to work.

We are now recruiting Customer Welcome Hosts for future opportunities at Derby Station.

About the Role
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As a Customer Welcome Host, you’ll be based at the station gateline and often be the first person customers meet when travelling with us. You’ll help create a friendly and professional environment while ensuring customers are travelling with the correct tickets and supporting the safe running of the station.

We’re looking for enthusiastic, proactive people with positive energy, strong communication skills, and a genuine passion for helping others.

Your responsibilities will include:

• Welcoming customers and helping them navigate the station


• Checking train tickets at the gateline


• Delivering outstanding customer service at all times


• Providing travel information, advice, and guidance


• Supporting customers on platforms when required


• Assisting with train dispatch duties when needed


• Maintaining a safe environment for customers and colleagues

This role involves shift working, including evenings and weekends.

Safety Critical Role
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The Customer Welcome Host position is a safety critical role.

Successful candidates will be required to complete a safety critical medical assessment, including drugs and alcohol screening, as part of the recruitment process. A confirmed offer of employment is subject to successfully passing this assessment.

No Railway Experience? No Problem.
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You do not need previous railway experience to apply.

We provide full training, including:

• Classroom\-based learning covering railway rules and procedures


• Practical station\-based training


• Ongoing support from experienced mentors and colleagues

We’re looking for people with the right attitude, strong work ethic, and willingness to learn.

Benefits
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Alongside joining a fantastic team, you’ll enjoy a wide range of employee benefits, including:

• Free travel on the EMR network


• Up to 75% discounted rail travel across the national rail network


• Friends and family discounted tickets


• Defined benefit railway pension scheme


• Employee discounts portal


• Cycle to Work scheme


• And much more

Talent Pool Process
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If you successfully pass all stages of the recruitment process, you may either:

• Receive an immediate job offer (subject to vacancies), or


• Be placed into our talent pool for up to 12 months

While in the talent pool, you won’t need to reapply for future Customer Welcome Host vacancies at Derby Station. If a suitable role becomes available, we’ll contact you directly.

How to Apply
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