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- Tasks: Assist customers with journey information, ticketing, and service support.
- 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: Join a friendly team, solve problems daily, and make a real difference in customer experiences.
- Qualifications: Passion for customer service, strong communication skills, and IT literacy required.
- Other info: Flexible shifts and a commitment to diversity and inclusion in the workplace.
The predicted salary is between 20000 - 28000 ÂŁ per year.
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Customer Relations Assistant – Booking Office
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 – Booking Office
Your Journey, Our Commitment
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
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 - Booking Office employer: Northern
Contact Detail:
Northern Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Assistant - Booking Office
✨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 customer service skills by practising common scenarios you might face in this role. Think about how you would handle difficult customer queries or service disruptions, as these are key aspects of the job.
✨Tip Number 3
Show your passion for helping others by preparing examples from your past experiences where you've gone above and beyond for a customer. This will demonstrate your commitment to exceptional service.
✨Tip Number 4
Be ready to discuss your flexibility regarding shifts and locations. Since the role requires adaptability, highlighting your willingness to work evenings and weekends can set you apart from other candidates.
We think you need these skills to ace Customer Relations Assistant - Booking Office
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the Customer Relations Assistant position. Tailor your application to highlight how your experience aligns with these requirements.
Showcase Your Passion for Customer Service: In your cover letter, express your genuine passion for helping others and delivering exceptional customer service. Use specific examples from your past experiences to demonstrate this commitment.
Highlight Relevant Skills: Make sure to emphasise your communication skills, IT literacy, and ability to handle challenging situations. Provide concrete examples of how you've successfully managed customer queries or worked independently in previous roles.
Proofread Your Application: Before submitting your application, thoroughly proofread your CV and cover letter. Check for any spelling or grammatical errors, as well as ensuring that all information is clear and concise.
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 aligns perfectly with what Northern is looking for.
✨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, as this role will require you to handle complex situations with confidence.
✨Familiarise Yourself with the Company
Research Northern's values and mission before the interview. Understanding their commitment to improving journeys and enhancing customer experiences will help you tailor your responses and show that you're a good fit for their team.
✨Be Ready for Shift Work Questions
Since the role involves working shifts, be prepared to discuss your flexibility and willingness to adapt to changing schedules. This shows that you understand the demands of the job and are ready to meet them head-on.
