Customer Relations Advisor - Part Time

Customer Relations Advisor - 2 Vacancies

BUSINESS FUNCTION: Customer & Commercial

ROLE TYPE: Hybrid

LOCATION: Sheffield

HOURS: 20 per week

Customers rely on Northern to keep them moving, and your role as part of the Customer Experience team will be central to assisting them when their plans change. You will be helping customers by answering questions, resolving complaints, and providing support in sensitive situations, aiming to make things easier for them.

This is not just a contact centre role; you will connect with customers through 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

Your responsibilities will include:

• 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, liaising with station teams and control for safety.
• Booking assisted travel and ensuring journeys are accessible, providing proactive updates on any changes.
• Providing video assistance for customers using ticket machines, helping with ticket purchases and understanding options.
• 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 relevant information is passed on for investigation.
• Assisting with data requests and compliance processes like Freedom of Information (FOI) and General Data Protection Regulation (GDPR).

About you

You possess a strong understanding of excellent service and bring this to every interaction. Key attributes for this role include:

• Experience in a customer service environment, with a preference for 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.
• Effective teamwork skills, with the ability to work independently when required.
• A natural ability to build relationships with colleagues across different teams.
• Comfort communicating primarily via telephone and email.
• Strong written English and attention to detail.
• 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 demonstrating initiative.
• Flexibility to work a shift pattern covering Monday to Sunday.

What’s in it for you?

• Free Travel: Unlimited free travel on Northern services for you, your partner, and dependents, plus 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: Savings of up to 42% on bike purchases with flexible payment options.
• Exclusive Discounts: Access to Northern Perks for shopping, wellbeing, and more.
• Employee Assistance Programme: 24/7 support for personal and family matters.
• Training and Career Development: Tailored training, opportunities for recognised qualifications, and enhanced career pathways.
• Recognition: Opportunities to be recognised through awards like Northern Lights and Northern Sparks.

Why Northern?

Northern is a significant part of the North, connecting communities, creating opportunities, and driving sustainable growth. With 2,500 daily train services, we are committed to improving rail travel, enhancing the customer experience, and protecting the environment. Join us during a significant time in railway history as we celebrate 200 years of the modern railway and move into the era of Great British Rail.

A place for everyone

At Northern, we are building a team where everyone feels they belong. We are a Level 2 Disability Confident employer and will make reasonable adjustments to the application process if needed. All successful offers are subject to a DBS check and a medical assessment.