At a Glance
- Tasks: Assist customers with journey information, ticket sales, and service support.
- Company: Join a friendly team at Northern, dedicated to exceptional customer service.
- Benefits: Enjoy free travel, generous pension, and exclusive discounts.
- Other info: Flexible shifts and great career development opportunities await you.
- Why this job: Make a real difference in people's journeys every day.
- Qualifications: Passion for customer service and strong communication skills required.
The predicted salary is between 23970 - 29159 £ per year.
Are you passionate about people and love helping others? We’re on the lookout for a Customer Relations Assistant at Lea Green to join our dedicated Station Teams across the West Region. As the face of Northern, you'll provide essential support and information to our customers, ensuring their journey is smooth from start to finish. If you thrive in a role where every day is different, love solving problems, and enjoy being part of a friendly and supportive team — we’d love to hear from you!
What You’ll Be Doing
- Be the go‑to person for customer advice on journey times, service delays, tickets, fares, and reservations.
- Ensure our stations remain safe, clean, and welcoming at all times.
- Ticket sales and issuing.
- Handle challenging or complex customer queries with confidence and care.
- Maintain compliance through internal checks and procedures.
- 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 minimize customer impact.
- Ensure all station promotional materials are accurate and up to date.
About You
- 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 (including location).
Benefits
- 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: 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 plug‑in 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 to colleagues and opportunities to gain recognised qualifications, plus enhanced career pathways any part of the business you’re in.
- Recognition: Northern Lights and Northern Sparks Awards recognising and celebrating brilliance every day.
We may close this role early if we receive high volumes of applications, so don’t delay — apply today! 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.
Customer Relations Assistant employer: Northern Trains Limited
At Northern, we pride ourselves on being an exceptional employer, offering a vibrant work culture where every day brings new challenges and opportunities to make a difference. Located in the welcoming environment of Lea Green, our Customer Relations Assistants enjoy generous benefits such as unlimited free travel for themselves and their families, a robust pension scheme, and tailored training programmes that foster career growth. Join us to be part of a supportive team dedicated to delivering outstanding customer service while enjoying exclusive perks and recognition for your hard work.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Assistant
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Northern Trains Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Northern Trains Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Relations Assistant
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Northern Trains Limited:Your cover letter is your chance to shine! Tell us why you want to work at Northern Trains Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Northern Trains Limited!
How to prepare for a job interview at Northern Trains Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
