Job Title
Customer Relations Assistant
Business Function
Customer & Commercial – Stations
Salary
£23,970 during first 6 months of training; then £29,159 plus allowances and overtime.
Grade
RSA
Role Type
Customer Service
Location
Lea Green
Hours
Full Time
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.
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 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)
Benefits
- Unlimited free travel for you, your partner, and your dependents on Northern services; up to 75% discount on other UK and European networks
- Generous pension scheme – we top up contributions by 1.5 times
- 9 months 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 across shopping and wellbeing categories
- Employee Assistance Programme – 24/7 support for family, lifestyle, and more
- Training and career development – tailored training, recognised qualifications, and enhanced career pathways
- Recognition through Northern Lights and Northern Sparks Awards
Equal Opportunity
A place for everyone – we’re a Level 2 Disability Confident employer and offer reasonable adjustments throughout the process. All successful offers are subject to a DBS check and a medical assessment. We endeavour to treat every application fairly and without unconscious bias.
