Customer Relations Advisor - Full Time
About the role
Customers rely on Northern to keep them moving—and on you to help when plans change. As part of our Customer Experience team, you’d be right at the centre of helping customers get back on track. Whether it’s answering a quick question, resolving a complaint, or supporting someone in a more sensitive situation, your role is about making things easier when it matters most.
Responsibilities
- Handling customer queries and complaints across multiple channels, from quick questions to more complex cases
- Reviewing and processing Delay Repay claims to make sure customers are fairly compensated
- Managing complaints from start to finish, keeping accurate records and working with teams across Northern to find the right resolution
- Supporting customers with refunds, ticket queries and online purchases
- Responding to sensitive situations through Help Points, including lift entrapments and accessible facilities, working with station teams and control to keep people safe
- Booking assisted travel and making sure journeys are accessible, with proactive updates if plans change
- Supporting corporate ticket fulfilment and resolving delivery or refund queries
- Responding to escalated cases, including Ombudsman enquiries
- Recording incidents such as accidents or property damage, ensuring the right information is passed on for investigation
- Helping with data requests and processes like Freedom of Information (FOI) and General Data Protection Regulation (GDPR) compliance
Requirements
You know what good service feels like – and you bring that into every interaction. Here are a few things that will help you thrive in this role:
- Experience in a customer service environment, ideally handling complaints or complex queries
- Confidence using systems to manage customer information – Customer Relationship Management (CRM) tools won’t faze you
- Clear, professional written communication – you can explain things simply and calmly
- The ability to stay organised and manage your time, even when things get busy
- A calm, thoughtful approach when dealing with sensitive or high-pressure situations
- Strong teamwork skills, alongside the confidence to work independently when needed
- A natural ability to build relationships with colleagues across different teams
Qualifications
If you’ve worked in a fast-paced, multi-channel environment before, you’ll feel right at home here. You’ll also bring:
- Confidence communicating mainly by telephone and email
- Strong written English and attention to detail
- Comfort using Customer Relationship Management (CRM) systems
- The ability to stay calm when dealing with issues from Help Points, lifts or accessible toilets
- Experience working as part of a larger team, including working remotely and using your own initiative
- Flexibility to work a shift pattern across Monday to Sunday
Skills
You know what good service feels like – and you bring that into every interaction. Here are a few things that will help you thrive in this role:
- Experience in a customer service environment, ideally handling complaints or complex queries
- Confidence using systems to manage customer information – Customer Relationship Management (CRM) tools won’t faze you
- Clear, professional written communication – you can explain things simply and calmly
- The ability to stay organised and manage your time, even when things get busy
- A calm, thoughtful approach when dealing with sensitive or high-pressure situations
- Strong teamwork skills, alongside the confidence to work independently when needed
- A natural ability to build relationships with colleagues across different teams
Benefits
At Northern, we don’t just value our people - we go the extra mile to support them. Here’s a taste of what you can look forward to:
- Free Travel: Unlimited free travel for you, your partner, and your dependents on Northern services. Plus up to 75% discount on other networks in the UK and Europe.
- Generous Pension Scheme: We top up your contributions by 1.5 times.
- Enhanced Family Benefits: We offer 9 months of full pay for maternity leave and 2 weeks for paternity leave.
- Cycle to Work Scheme: Save up to 42% on a bike and spread the cost.
- Exclusive Discounts: From shopping to wellbeing, Northern Perks has you covered.
- Employee Assistance Programme: 24/7 support for family, lifestyle, and more.
- Training and Career Development: We offer tailored training to our colleagues and opportunities to gain recognised qualifications. Plus enhanced career pathways no matter what part of the business you’re in.
- Recognition: We know how important it is to show how much we appreciate our people. That’s why we have our Northern Lights and Northern Sparks Awards, recognising and celebrating brilliance every day.
Pay
£27,367 per annum
Schedule
Hybrid, 3 days a week in the contact centre and 2 days from home (this will always include the weekend day). We have a range of fixed shift patterns which will need to be filled ranging from: 6am - 2pm/9am - 5pm/10am - 6pm/12pm - 8pm/1pm - 9pm and 3pm - 11pm