At a Glance
- Tasks: Assist customers with journey advice, ticket sales, and handle complex queries.
- Company: Join Northern, a key player in the railway industry focused on customer service.
- Benefits: Enjoy unlimited free travel for you and your family, plus a generous pension scheme.
- Other info: Position based in Edge Hill with full-time hours and shift flexibility.
- Why this job: Be part of a team that values exceptional customer service and offers career development.
- Qualifications: Must have excellent communication skills and a passion for customer service.
The predicted salary is between 23970 - 29159 £ per year.
Job Summary
Business Function: Customer & Commercial - Stations
Salary: £23,970 during the first 6 months of training, rising to £29,159, plus aggregation/IUP Allowance (where applicable) and overtime opportunities
Grade: RSA
Role Type: Customer Service
Location: Edge Hill
Hours: Full Time
Responsibilities
- Be the go-to person for customer advice on journey times, service delays, tickets, fares and reservations
- Ensure 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 banking preparations
- Provide vital support during service disruption to minimise customer impact
- Ensure all station promotional materials are accurate and up to date
Qualifications
- 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
- Free travel: unlimited free travel for you, your partner and dependents on Northern services, plus up to 75% discount on other UK and European networks
- Generous pension scheme: we top up contributions by 1.5 times
- Enhanced family benefits: 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: broad range of shopping and wellbeing perks
- Employee assistance programme: 24/7 support for family, lifestyle and more
- Training and career development: tailored training and recognised qualifications, plus career pathways across the business
- Recognition: Northern Lights and Northern Sparks Awards for employee excellence
EEO Statement
A place for everyone – the best journeys happen when everyone feels welcome. Our talent team can make reasonable adjustments to the process if you need them. We are a Level 2 Disability Confident employer, so if you meet the minimum criteria for the role, we’ll always offer an interview. All successful offers are subject to a DBS check and a medical assessment. No matter your background, experience or personal identity, there’s a place for you in the railway.
Customer Relations Assistant in Liverpool employer: Northern
Northern offers a supportive environment with tailored training and recognised qualifications. Located in Edge Hill, employees enjoy perks like unlimited free travel and enhanced family benefits. The company is committed to inclusivity and employee recognition through awards.
