Customer Service Supervisor - sheffield

We believe our colleagues deserve to be rewarded for the important work they do. Alongside a competitive salary, you'll enjoy a range of benefits, including:

• Excellent railway pension scheme.
• Free travel on East Midlands Railway and participating train operating companies under Abellio.
• Friends and family discounted tickets across the EMR network.
• 75% discount on National Rail travel, including eligible partners and dependants.
• Training and development opportunities to help you grow your skills and career.
• And many more benefits to support you at work and beyond.

Be the difference. Lead the team. Make every journey count.

At East Midlands Railway (EMR), we're proud to be One Team. We're passionate about keeping people safe, delighting our customers, doing the right thing and putting people at the heart of a sustainable railway for the East Midlands.

With more than 2,600 colleagues, our people are the driving force behind our success. Our customer service teams play a vital role in making every journey a positive experience, and we're looking for an enthusiastic leader to help us deliver just that.

As a ten-time accredited Top Employer and a Gold-accredited Inclusive Employers Standards organisation, we're committed to creating a workplace where everyone feels valued, supported and empowered to bring their authentic self to work.

As a Customer Service Supervisor, you'll play a key role in leading our station team, supporting colleagues and ensuring our customers receive a consistently high standard of service. You'll help keep the station clean, safe and welcoming, provide accurate and timely travel information, and ensure our contractual obligations and company procedures are met.

It's a busy, fast-paced role where no two days are the same. You'll need to be proactive, organised and confident in leading a team, even when things get challenging.

Please note that this role involves shift work, including early, late and night shifts, as well as weekends and bank holidays.

We're building our Customer Service Supervisor talent pool for 2027 at Sheffield Station, and we'd love to hear from you!

You'll help keep the station running smoothly by:

• Leading staff briefings and keeping colleagues informed.
• Reporting accidents and operational incidents promptly and accurately.
• Authorising employee timesheets and supporting effective workforce management.
• Managing staff rosters and shifts to ensure the right cover is in place.
• Monitoring compliance with company processes, procedures and safety requirements.
• Working closely with Network Rail and other stakeholders to support safe and efficient station operations.
• Leading by example to create a positive team culture and deliver excellent customer experiences.
• Ensure the safe and punctual dispatch of trains in line with station policy and safety guidelines.

What will you bring to the team?

You'll be passionate about customer service, enjoy supporting and motivating others, and have the confidence to manage challenging situations with professionalism and a positive attitude.

Working closely with the local management team, you'll look for opportunities to improve the way we work, develop your colleagues and help drive the team forward.

We'll provide all the required safety-critical training to successful candidates. Any offer of employment will be subject to satisfactory completion of a safety-critical medical assessment, including drugs and alcohol screening and a colour vision test.+

Shifts - Supervisors at Sheffield do 2 shifts, either 06.00 - 18.00 or 18.00 - 06.00 (12 hours each)

If you're an enthusiastic people leader who takes pride in delivering brilliant customer service, we'd love to hear from you.

Due to the safety Critical nature of this role, Once you've submitted your application you will be invited to complete an online Task-Based Assessment as part of the application and shortlisting process.

As part of our blind screening process, please remove all personal information, including your name, from your CV.

One Team. Every Journey. Everyone Welcome.

At EMR, we're committed to embracing diversity and building an inclusive workforce that reflects the communities we serve. We recognise that women and people from ethnic minority backgrounds are under-represented in our workforce, and we're taking positive steps to create a more inclusive culture.

We warmly welcome applications from people of all backgrounds, including those from under-represented groups, and want everyone to feel they belong at EMR.

Join us and help make every journey count.

What do I do if I have questions before applying?

Why not Join us at on an Information Session, where we'll share an overview of the role, example shift pattern, outline expectations, and give interested candidates the opportunity to ask questions before applying. The session will take place on Monday 9th November at 5.00pm on Microsoft Teams. Please register your interest via the link below no later than the 8th November.

Sheffield Customer Service Supervisor Information Session - Fill in form

Please note that registering to join the information session is not your application for the role.