Customer Relations Advisor - Full Time

Customers rely on Northern to keep them moving, and as a Customer Relations Advisor, you will be central to assisting them when their plans change. You will be part of the Customer Experience team, helping customers get back on track by answering questions, resolving complaints, and supporting them in sensitive situations.

This role involves connecting with customers across various channels including phone, email, web chat, and social media. You will work closely with colleagues across the railway to ensure passengers are informed, supported, and safe.

What you’ll be doing:

• Handling customer queries and complaints across multiple channels, from quick questions to more complex cases.
• Reviewing and processing Delay Repay claims to ensure customers are fairly compensated.
• Managing complaints from start to finish, maintaining accurate records, and collaborating with internal teams for resolution.
• Supporting customers with refunds, ticket queries, and online purchases.
• Responding to sensitive situations via Help Points, including lift entrapments and accessible facilities, in conjunction with station teams and control.
• Booking assisted travel and ensuring journeys are accessible, with proactive updates regarding any changes.
• Providing video assistance for customers using ticket machines, helping them with purchases and understanding their options.
• Supporting corporate ticket fulfilment and resolving associated delivery or refund queries.
• Responding to escalated cases, including Ombudsman enquiries.
• Recording incidents such as accidents or property damage, ensuring accurate information is passed on for investigation.
• Assisting with data requests and processes like Freedom of Information (FOI) and General Data Protection Regulation (GDPR) compliance.

Our Advisors work a 5-day week, including one weekend day, with a hybrid approach of 3 days in the contact centre and 2 days from home.

About you:

You have a strong understanding of excellent service and bring this to every interaction.

• Experience in a customer service environment, preferably handling complaints or complex queries.
• Proficiency in using systems to manage customer information, including Customer Relationship Management (CRM) tools.
• Clear, professional written communication skills, with the ability to explain information simply and calmly.
• Strong organisational and time management skills, even during busy periods.
• A calm and thoughtful approach when dealing with sensitive or high-pressure situations.
• Excellent teamwork skills, with the ability to work independently when required.
• A natural ability to build relationships with colleagues across different teams.
• Confidence communicating primarily via telephone and email.
• Strong written English and attention to detail.
• Comfort using Customer Relationship Management (CRM) systems.
• The ability to remain calm when dealing with issues from Help Points, lifts, or accessible toilets.
• Experience working as part of a larger team, including remote work and using initiative.
• Flexibility to work a shift pattern covering Monday to Sunday.

What’s in it for you?

• Free Travel: Unlimited free travel for you, your partner, and dependents on Northern services, with discounts on other UK and European networks.
• Generous Pension Scheme: Employer contributions are 1.5 times your own.
• Enhanced Family Benefits: 9 months full pay for maternity leave and 2 weeks for paternity leave.
• Cycle to Work Scheme: Save up to 42% on a bike.
• Exclusive Discounts: Access to Northern Perks for shopping and wellbeing.
• Employee Assistance Programme: 24/7 support for various personal and family matters.
• Training and Career Development: Tailored training, opportunities for recognised qualifications, and enhanced career pathways.
• Recognition: Opportunities to be recognised through Northern Lights and Northern Sparks Awards.

Why Northern?

Northern is more than a train operator; it's the heartbeat of the North, connecting communities, creating opportunities, and driving sustainable growth. With 2,500 trains running daily, we are committed to improving rail travel, enhancing customer experience, and protecting the environment.

A place for everyone:

Northern is building a team where everyone feels they belong. We are a Level 2 Disability Confident employer and offer reasonable adjustments during the application process. All successful offers are subject to a DBS check and a medical assessment.