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For Companies At a Glance
- Tasks: Be the go-to person for customer advice and support at our stations.
- Company: Join Northern, a leading train service provider connecting millions across the North.
- Benefits: Enjoy free travel for you and your family, plus competitive pay and perks.
- Why this job: Make a real difference in people's journeys while developing your customer service skills.
- Qualifications: Passion for customer service and strong communication skills are essential.
- Other info: Dynamic work environment with opportunities for career growth and development.
The predicted salary is between 23970 - 28200 £ per year.
Overview
Job Title: Customer Relations Assistant
Business Function: Customer & Commercial
Salary: £23,970 during your first 6 months of training, rising to £29,139 plus overtime opportunities
Grade: RSA
Role Type: Customer Service
Location: Leeds
Hours: Full Time
Are you passionate about people and love helping others? We’re on the lookout for a Customer Relations Assistant at Leeds to join our dedicated Station Teams across the East 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
- 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
About You
- 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)
- Commitment to working as part of a General Purpose Relief (GPR) team — covering multiple stations in South Yorkshire
- A Guaranteed Sunday Rest Day (GPR) – unless rostered to work that day
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: 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 and opportunities to gain recognised qualifications, plus enhanced career pathways no matter what part of the business you’re in.
- Recognition: Northern Lights and Northern Sparks Awards celebrate brilliance every day.
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!
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. 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 needed. We are 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 unconscious bias and to ensure 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
Get to know the company! Research Northern and their values. When you understand what they stand for, you can tailor your conversations to show how you fit right in with their mission.
✨Tip Number 2
Practice your customer service scenarios. Think about how you'd handle tricky customer queries or service disruptions. Being prepared will help you shine during any interviews or assessments.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend local events. Building relationships can give you insider info and might even lead to a referral.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team at Northern.
We think you need these skills to ace Customer Relations Assistant
Some tips for your application 🫡
Show Your Passion: Let your enthusiasm for customer service shine through in your application. We want to see that you genuinely care about helping others and making their journeys better!
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your relevant skills and experiences. We love seeing how your background aligns with what we’re looking for in a Customer Relations Assistant.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clear communication, so make sure your message is easy to understand and free of jargon.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity.
How to prepare for a job interview at Northern
✨Know Your Customer Service Basics
Brush up on the fundamentals of exceptional customer service. Be ready to share examples of how you've handled challenging situations in the past, as this role is all about helping others and providing support.
✨Familiarise Yourself with the Company
Take some time to research Northern and their values. Understanding their commitment to improving journeys and supporting customers will help you align your answers with what they’re looking for.
✨Practice Your Communication Skills
Since excellent communication is key for this role, practice articulating your thoughts clearly. You might even want to do a mock interview with a friend to get comfortable with expressing yourself.
✨Prepare for Scenario Questions
Think about potential scenarios you might face as a Customer Relations Assistant. Prepare responses that demonstrate your problem-solving skills and ability to remain calm under pressure, especially during service disruptions.
