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- Tasks: Support customers with journey information and ensure a welcoming station environment.
- Company: Northern connects millions across the North, improving journeys and investing in people.
- Benefits: Enjoy free travel for you and your family, plus discounts and a pension scheme.
- Why this job: Be part of a friendly team, solve problems daily, and make a real difference.
- Qualifications: Passion for customer service, strong communication skills, and IT literacy required.
- Other info: Flexible shifts, including evenings and weekends, with opportunities for overtime.
The predicted salary is between 19000 - 24000 ÂŁ per year.
Northern Atherton, England, United Kingdom
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Northern Atherton, England, United Kingdom
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Your Journey, Our Commitment
Are you passionate about people and love helping others? We’re on the lookout for a Customer Relations Assistant at
Customer Relations Assistant
Your Journey, Our Commitment
Are you passionate about people and love helping others? We’re on the lookout for a Customer Relations Assistant at Atherton 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
In this varied and rewarding role, you’ll:
- 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
- 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 minimise customer impact
- Ensure all station promotional materials are accurate and up to date
What We’re Looking For
To succeed in this role, you’ll need:
- 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 (including location)
Your Pay & Perks
- ÂŁ23,970 during your first 6 months of training
- After training, your base salary increases to ÂŁ28,200
- Plus overtime opportunities
Benefits You’ll Love We believe in rewarding our people for their hard work and dedication. That’s why we offer:
Free travel for you, your partner/spouse, and dependents on Northern services
75% off travel with other Train Operating Companies (after 2 years)
Defined Benefit Pension Scheme — Northern contributes 1.5x your input
Enhanced Maternity & Paternity Pay – 9 months full pay for maternity and 2 weeks full pay for paternity
Employee Assistance Programme – 24/7 support for you and your family
️ Northern Perks – discounts, instant vouchers, cashback, wellbeing support, and more
About Northern At Northern, we run over 2,500 services a day, connecting millions across the North to friends, family, work, and leisure. We\’re committed to improving journeys, investing in our people, and protecting the environment. Our values say it all: Make a difference. Make it last. Make it easy. Make it happen. Make it yours. Ready to make them yours?
You can find out more here .
We may close this role early if we receive high volumes of applications, so don’t delay — apply today!
However, if you miss the application window for this particular role, please keep checking back for other opportunities. We are always on the lookout for great people to join the Northern Team!
We’re an equal opportunities employer and a promoter of diversity and inclusion in the workplace. We encourage and welcome applications from candidates from all backgrounds, regardless of gender, sex, ethnicity, race, religion, education, socioeconomic background, disability, or sexual orientation.
We also have Disability Confident status, which means we’re committed to making the most of the talents that disabled people can bring to the workplace.
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.
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Customer Relations Assistant employer: Northern
Contact Detail:
Northern Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Assistant
✨Tip Number 1
Familiarise yourself with Northern's services and routes. Understanding the areas they cover and the types of journeys customers typically make will help you provide better support and advice during your interview.
✨Tip Number 2
Brush up on your problem-solving skills. As a Customer Relations Assistant, you'll be handling complex queries, so think of examples from your past experiences where you've successfully resolved customer issues.
✨Tip Number 3
Show your passion for customer service by engaging with potential customers in your community. Volunteering or participating in local events can demonstrate your commitment to helping others and enhance your interpersonal skills.
✨Tip Number 4
Be prepared to discuss your flexibility regarding shifts and locations. Since the role requires adaptability, showcasing your willingness to work varied hours and in different locations will make you a more attractive candidate.
We think you need these skills to ace Customer Relations Assistant
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand what Northern is looking for in a Customer Relations Assistant. Highlight key responsibilities and required skills, such as excellent communication and problem-solving abilities.
Tailor Your CV: Customise your CV to reflect your relevant experience and skills that match the job requirements. Emphasise any previous customer service roles and specific achievements that demonstrate your ability to handle customer queries effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of Northern's values. Use specific examples from your past experiences to illustrate how you can contribute to their team.
Proofread Your Application: Before submitting your application, thoroughly proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Northern
✨Show Your Passion for Customer Service
Make sure to express your genuine enthusiasm for helping others during the interview. Share specific examples of how you've gone above and beyond to assist customers in previous roles, as this will resonate well with the interviewers.
✨Demonstrate Problem-Solving Skills
Prepare to discuss scenarios where you've successfully resolved challenging customer queries. Highlight your ability to think on your feet and provide solutions that ensure customer satisfaction, which is crucial for a Customer Relations Assistant.
✨Familiarise Yourself with Northern's Values
Research Northern's mission and values before the interview. Be ready to explain how your personal values align with theirs, particularly around making a difference and enhancing customer experiences, as this shows you’re a good cultural fit.
✨Practice Effective Communication
Since excellent communication skills are essential for this role, practice articulating your thoughts clearly and confidently. Consider conducting mock interviews with friends or family to refine your verbal and non-verbal communication skills.
