Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead customer experience during major rail upgrades, ensuring passenger needs are met.
- Company: Northern is a key rail operator in the North, connecting communities and enhancing travel.
- Benefits: Enjoy free travel, generous pension, enhanced family benefits, and exclusive discounts.
- Why this job: Be the voice of customers, shaping transport solutions and improving their experience.
- Qualifications: Experience in transport, project management skills, and a degree or equivalent required.
- Other info: Join us at a pivotal moment in rail history, celebrating 200 years of modern rail.
The predicted salary is between 48000 - 72000 ÂŁ per year.
Northern Manchester, England, United Kingdom
Join or sign in to find your next job
Join to apply for the Customer Lead role at Northern
Northern Manchester, England, United Kingdom
2 days ago Be among the first 25 applicants
Join to apply for the Customer Lead role at Northern
Get AI-powered advice on this job and more exclusive features.
BUSINESS FUNCTION: Strategic Development
SALARY : Circa ÂŁ60,000 per annum / ML2:SB1
ROLE TYPE: Hybrid
HOURS: 37 per week
LOCATION: Manchester
Customer Lead – North West Industry Programmes
When major infrastructure upgrades roll out across the North West, your role is to make sure our customers stay front and centre. As part of our team at Northern, you’d lead the customer handling and experience across multi-agency industry programmes, championing the needs of rail users during planned disruptions, station developments and timetable changes.
You’ll represent Northern and our customers in key programme meetings, making sure every decision – from service plans to signage – is shaped around real passenger needs. Whether it’s designing station layouts, managing customer welfare and sure customer can keep moving during major works, or safeguarding our reputation when the long-term timetable takes a hit, you’ll be the voice of the customer every step of the way.
What You’ll Be Doing
- Leading Northern’s customer experience & handling response across North West Industry Programmes, representing us at every level – from working groups to executive boards.
- Designing and delivering joined-up customer handling plans for planned disruptions, aligned to the industry customer promises.
- Working with Network Rail and other operators to shape customer handling plans and alternative transport in a way that puts customer experience first.
- Acting as Northern’s lead voice in station planning forums, making sure customer-focused design is built in from the start.
- Helping resolve the tricky balance between delivering works efficiently and protecting our customer offering.
- Leading post-event reviews to capture learnings and improve future planning.
- Coordinating our contribution to wider industry best practice, sharing what works and learning from others.
About You
Strategic, collaborative and naturally customer-focused – you’ll bring a strong understanding of how transport networks operate and how passengers experience them. You’ll need:
- Experience in the transport sector, ideally with knowledge of operational planning, stations, and customer service.
- A confident, credible presence with senior stakeholders and external partners.
- Experience of planning for major disruption and delivering customer-focused solutions.
- A solid grasp of the regulations and processes that shape major transport infrastructure programmes.
- An instinct for turning challenges into better outcomes for customers.
- A degree or equivalent experience, plus project management credentials (APM or PRINCE2).
What’s in it for you?
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.
- Electric Car Scheme: Lease a brand new electric or plugin hybrid car.
- 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.
- Holiday Purchase Scheme: Buy up to 5 extra days of annual leave.
- 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.
Why Northern?
We’re more than just a train operator. We’re the heartbeat of the North – connecting communities, creating opportunities, and driving sustainable growth. With 2,500 trains running daily, we’re on a mission to improve rail travel and enhance the customer experience while protecting the environment.
Back in 1825, the first passenger train set off in the North of England, after which rail quickly spread across the globe – and this year, we’re celebrating 200 years of the modern railway. As we look back on the historic events that led us here, we also look towards the future as we move into the era of Great British Rail. Join us at this pivotal moment in rail history and play your part in our journey.
A place for everyone
The best journeys happen when everyone feels welcome on board.
At Northern, we don’t just move people from A to B – we’re building a team where everyone feels they belong. Our talent team can make reasonable adjustments to the process if that’s something you need. We\’re also a Level 2 Disability Confident employer, so if you meet the minimum criteria for the role, we’ll always offer an interview.
We automate parts of our screening process to remove any unconscious bias and to make sure every application is treated fairly. All successful offers will be subject to a DBS check and a medical assessment.
No matter your background, experience, or whether you call it a bap, barm, or cob… there’s a place for you here in the railway.
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Other
-
Industries
Rail Transportation
Referrals increase your chances of interviewing at Northern by 2x
Sign in to set job alerts for “Customer Specialist” roles.
Greater Manchester, England, United Kingdom 2 months ago
Manchester, England, United Kingdom 6 days ago
Salford, England, United Kingdom 2 weeks ago
Greater Manchester, England, United Kingdom 1 week ago
Manchester, England, United Kingdom 1 week ago
Manchester, England, United Kingdom 1 week ago
Manchester, England, United Kingdom 1 week ago
Manchester, England, United Kingdom 1 day ago
Salford, England, United Kingdom 4 days ago
Manchester, England, United Kingdom 6 days ago
Manchester, England, United Kingdom 4 days ago
Salford, England, United Kingdom 3 days ago
Manchester, England, United Kingdom 2 weeks ago
Manchester, England, United Kingdom 1 week ago
Manchester, England, United Kingdom 2 weeks ago
Manchester, England, United Kingdom 5 hours ago
Manchester, England, United Kingdom 4 days ago
Bury, England, United Kingdom 3 weeks ago
Manchester, England, United Kingdom 2 days ago
Manchester, England, United Kingdom 3 weeks ago
Rochdale, England, United Kingdom 3 days ago
Salford, England, United Kingdom 3 weeks ago
Manchester, England, United Kingdom 1 week ago
Manchester, England, United Kingdom 2 days ago
Manchester, England, United Kingdom 1 month ago
Manchester, England, United Kingdom 2 days ago
Manchester, England, United Kingdom 3 days ago
Stretford, England, United Kingdom 1 month ago
Manchester, England, United Kingdom 2 months ago
Manchester, England, United Kingdom 1 week ago
Greater Manchester, England, United Kingdom 2 weeks ago
Manchester, England, United Kingdom 2 days ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr
Customer Lead employer: Northern
Contact Detail:
Northern Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Lead
✨Tip Number 1
Familiarise yourself with Northern's current projects and initiatives. Understanding their ongoing industry programmes will help you speak confidently about how you can contribute to enhancing customer experience during major disruptions.
✨Tip Number 2
Network with professionals in the transport sector, especially those who have experience with customer handling in similar roles. Engaging with them can provide valuable insights and potentially lead to referrals that could boost your application.
✨Tip Number 3
Prepare to discuss specific examples from your past experiences where you've successfully managed customer expectations during disruptions. Highlighting these instances will demonstrate your capability to handle the challenges of the role effectively.
✨Tip Number 4
Stay updated on the latest trends and regulations in the transport sector. Showing that you're knowledgeable about industry standards and best practices will position you as a strong candidate who is ready to lead customer-focused initiatives.
We think you need these skills to ace Customer Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in the transport sector, particularly in customer service and operational planning. Use specific examples that demonstrate your ability to handle major disruptions and deliver customer-focused solutions.
Craft a Compelling Cover Letter: In your cover letter, express your passion for enhancing customer experiences in the transport industry. Mention how your strategic and collaborative approach aligns with Northern's mission and values, and provide examples of how you've successfully represented customer needs in previous roles.
Highlight Relevant Qualifications: Clearly outline any project management credentials you possess, such as APM or PRINCE2, and explain how these qualifications have equipped you to manage complex projects and stakeholder relationships effectively.
Showcase Your Understanding of the Role: Demonstrate your knowledge of the challenges faced in the transport sector, especially during planned disruptions. Discuss how you would approach designing customer handling plans and ensuring customer welfare during major works, showcasing your problem-solving skills.
How to prepare for a job interview at Northern
✨Understand the Role
Make sure you have a solid grasp of what the Customer Lead position entails. Familiarise yourself with Northern's customer handling strategies and how they align with industry standards. This will help you articulate how your experience fits into their vision.
✨Showcase Your Experience
Prepare to discuss your previous roles in the transport sector, especially any experience related to operational planning and customer service. Highlight specific examples where you've successfully managed customer experiences during disruptions or major projects.
✨Engage with Stakeholders
Demonstrate your ability to work collaboratively with various stakeholders. Be ready to share instances where you've effectively communicated with senior management or external partners to advocate for customer needs.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills in real-world scenarios. Think about how you would handle potential challenges in customer experience during major infrastructure changes, and be prepared to discuss your thought process.
