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.
- Other info: Join us at a pivotal moment in rail history, celebrating 200 years of modern rail.
- 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.
The predicted salary is between 48000 - 72000 £ per year.
Northern Manchester, England, United Kingdom
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Northern Manchester, England, United Kingdom
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BUSINESS FUNCTION: Strategic Development
SALARY : Circa £60,000 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.
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).
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.
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.
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#J-18808-LjbffrCustomer Lead in Manchester employer: Northern
At Northern, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee wellbeing and development. With generous benefits such as unlimited free travel for you and your family, a robust pension scheme, and tailored training opportunities, we empower our team to thrive in their careers while making a meaningful impact on the communities we serve in Northern Manchester.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Lead in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Northern. 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 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 Lead in Manchester
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:Your cover letter is your chance to shine! Tell us why you want to work at Northern 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!
How to prepare for a job interview at Northern
✨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.
