Customer Relations Advisor

Customer Relations Advisor

BUSINESS FUNCTION:
Customer & Commercial

SALARY: £27,367 per annum

ROLE TYPE:
Hybrid

LOCATION:

Sheffield

HOURS:

36 per week

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.

This isn’t just a contact centre role. You’ll be part of a team that connects with customers across phone, email, web chat, social media and more, working closely with colleagues across the railway to keep people informed, supported and safe.

No two days look the same, but here’s a flavour of what you’ll get involved in:

• 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
• Providing video assistance for customers using ticket machines, helping them buy tickets and understand their 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 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

Our Advisors work a 5-day week including 1 weekend day. We have a hybrid approach with 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:

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

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

• 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…