Customer Relations Assistant

Your journey, our commitment

We are seeking a customer centric minded person, to join our Station Teams, as a customer relations assistant. Acting as the face of Northern, our customer relations teams ensure that our customers have the information and support they need at all times.

What You Will Be Doing...

You'll play a key role in ensuring top-quality customer service within our Stations. Your responsibility will be to meet the needs of our customers, providing them with information and support as they make their way through our stations and continue their journeys on our trains.

Working in this role, you’ll give practical advice on journey times, delays, tickets, fares and reservations as well as maintaining the appearance and safety of our stations at all times. You'll also lead by example, as well as provide frontline support to other station staff, when it comes to challenging or complex customer queries.

If you relish the opportunity to make a real difference to the everyday lives of millions of people, we'd love to hear from you.

Please note this role is General Purpose relief role and will cover - GPR (Covering Blackburn Ticket Office, Accrington, Burnley Manchester Road & Burnley Central)

Does this sound like you?

No two days are the same in this role. Here's a glimpse of what your day to day duties could look like:

• Customer Service: Ensuring that promotional notices and publications are up to date and available to customers upon request. Processing and authorising refunds.
• Financial Management: Responsibility for managing cash and credits, ensuring daily station balance, and preparing cash for the bank.
• Compliance: Implementing and monitoring internal check procedures to uphold company and industry standards.
• Service Disruption: Providing front-line coordination during times of service disruption, ensuring minimal impact on customers.
• Inventory Management: Overseeing ticket, stores, and leaflet ordering and distribution.
• A genuine commitment to and previous experience of delivering excellent customer service
• Excellent written and verbal communication skills.
• Sound IT skills
• The confidence to work on your own initiative.
• The ability to work shift patterns including evening and weekend work
  
  
  

£32,782

All our roles are offered subject to passing a medical

The Best Bit....Our Benefits

Because we value our people and reward hard work, we’ve created a benefits package that we think you’ll love. So, you’ll be able to make the most of:

• Free Travel on Northern services - everyone who works at Northern, plus their partners/spouses and dependents, can travel for free right across our full network of services. *Certain eligibility criteria will apply.
• 75% discount with other Train Operating Companies - after 2 years with us, you’ll also get discounted travel on many other rail services in the UK and Europe.
• Defined Benefit Pension Scheme - you’ll rarely find a pension as good as a Northern pension, and we top up your pension with a generous 1.5 times your contribution.
• Maternity and Paternity Benefits - we go above and beyond the standard, and mums can enjoy 9 months’ maternity leave on full pay while dads can make the most of 2 weeks’ paternity leave on full pay.
• Employee Assistance Programme - advice, support and useful information 24 hours a day, 365 days a year on everything from family issues to lifestyle matters.
• Exclusive benefits with Northern Perks - enjoy retail discounts, instant vouchers, cashback, wellbeing support and much more.
  
  
  

You can find out more here .

About Northern:

Connecting millions of people and communities across the North is our mission. With 2,500 trains a day, we connect people to jobs, friends, family, and the wonders of the North.

We're improving rail travel, enhancing the experience on board and at stations. Customers are at the heart of our business as we improve performance and create a better way to go.

We're driving economic value and sustainable growth for the North and its people. Our commitment to the environment means reducing our impact and enhancing the world around us.

Make a difference. Make it last. Make it easy. Make it happen. Make it yours. These are our values.

Ready to make them yours? Join us on this journey.

Please note that Northern reserves the right to close recruitment for this role before the published closing date, if high volumes of applications are received.

However, if you miss the application window for this particular role, please keep checking back for other opportunities. We are always on the lookout for great people to join the Northern Team!

We’re an equal opportunities employer and a promoter of diversity and inclusion in the workplace. We encourage and welcome applications from candidates from all backgrounds, regardless of gender, sex, ethnicity, race, religion, education, socioeconomic background, disability, or sexual orientation.

We also have Disability Confident status, which means we’re committed to making the most of the talents that disabled people can bring to the workplace.

A place for everyone

The best journeys happen when everyone feels welcome on board. At Northern, we don’t just move people from A to B - we’re building a team where everyone feels they belong.

Our talent team can make reasonable adjustments to the process if that’s something you need. We're also a Level 2 Disability Confident employer, so if you meet the minimum criteria for the role, we’ll always offer an interview. We automate parts of our screening process to remove any unconscious bias and to make sure every application is treated fairly.

All successful offers will be subject to a DBS check and medical assessment. No matter your background, experience, or whether you call it a bap, barm, or cob… there’s a place for you here in the railway.