Customer Relations Assistant - General Purpose Relief

Customer Relations Assistant – General Purpose Relief

Business Function: Customer & Commercial - Stations

Salary: £23,970 during first 6 months of training; £29,159 thereafter; plus aggregation/IUP allowance, overtime opportunities, mileage allowance where applicable.

Grade: RSA

Role Type: Customer Service

Location: Blackpool – covering Poulton, Kirkham & Wesham, Morecambe & St Annes on the Sea

Hours: Full Time

• be the go-to person for customer advice on journey times, service delays, tickets, fares, and reservations;
• ensure stations remain safe, clean and welcoming at all times;
• manage ticket sales & issuing;
• handle challenging or complex customer queries with confidence and care;
• maintain compliance through internal checks and procedures;
• provide passenger assistance support;
• oversee ticketing, stores, and leaflet stock levels;
• manage station finances, including cash handling and preparing for banking;
• provide vital support during service disruption to minimise customer impact;
• ensure all station promotional materials are accurate and up to date.

• a genuine passion for delivering exceptional customer service;
• excellent communication skills, both written and verbal;
• strong IT literacy and the ability to learn new systems;
• confidence to work independently and handle responsibility;
• willingness to work shifts, including evenings and weekends, with flexibility around rosters that can change up to 48 hours prior;
• commitment to working as part of a General Purpose Relief (GPR) team – covering multiple stations on your line of route;
• a guaranteed Sunday rest day (GPR) unless rostered to work that day.

• free travel – unlimited free travel for you, your partner and 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 – 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;
• electric car scheme – lease a brand new electric or plugin hybrid car;
• 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 – tailored training and opportunities to gain recognised qualifications, plus enhanced career pathways regardless of business area;
• recognition – Northern Lights and Northern Sparks Awards to celebrate brilliance every day.

We are an equal opportunity employer and we promote diversity and inclusion. We are a Level 2 Disability Confident employer and will offer an interview to anyone who meets the minimum criteria. Our screening process is designed to remove unconscious bias and ensure fairness. All successful offers will be subject to a DBS check and a medical assessment. No matter your background, experience, or personal orientation, we welcome you to apply.