At a Glance
- Tasks: Support customers with queries and complaints, ensuring a smooth travel experience.
- Company: Join Northern, the heartbeat of the North, connecting communities through rail.
- Benefits: Enjoy free travel, generous pension, exclusive discounts, and tailored training opportunities.
- Other info: Flexible hybrid role with opportunities for career growth and recognition.
- Why this job: Make a real difference in customer experiences while working in a dynamic environment.
- Qualifications: Empathy, strong communication skills, and a commitment to excellent service are essential.
The predicted salary is between 27367 - 30400 £ per year.
BUSINESS FUNCTION: Customer & Commercial
SALARY: £27,367 per annum
ROLE TYPE: Hybrid
HOURS: 36 per week
People come to Northern for trains they can rely on. When something does not go to plan they come to you. As a Customer Relations Advisor you sit right at the heart of the customer experience. You’re there to listen, explain, fix and reassure whether that’s answering a general enquiry, resolving a complaint or making sure someone who needs assisted travel can make their journey with work helps turn frustration into trust and makes a real difference to how people feel about travelling with Northern.
No two days look the same. You’ll handle a wide range of queries across different channels, work closely with colleagues across the business and make sure every customer feels heard and supported even in the most sensitive situations.
What you’ll be doing:
- Giving clear helpful advice and information to customers across phone and email
- Processing refunds and working with our Web Sales team to put things right
- Supporting customers with disabilities to book assisted travel checking facilities are fit for purpose and arranging alternative transport when needed
- Proactively contacting customers when known issues may affect their assisted journey
- Using STAR Desktop to support our corporate sales team with ticket fulfilment delivery queries and refunds
- Responding to Ombudsman escalations making sure cases are handled correctly and fairly
- Accurately recording accidents and property damage passing information to health and safety and insurers
- Handling a wide mix of enquiries and complaints across multiple workstreams often at pace
About you:
- Empathy, clarity and calm under pressure – those are three things you’ll bring with you.
- You’re comfortable speaking with customers over the phone and in writing even when conversations are sensitive or complex.
- You know how to organise your time, juggle priorities and keep things moving while still giving each customer the attention they deserve.
- You’re resilient, flexible and happy to support teammates when things get busy.
- Experience in customer relations or a contact centre environment is helpful but what matters most is your attitude and your commitment to great service.
- You’ll also bring confidence communicating mainly by telephone and email
- Strong written English and attention to detail
- Comfort using Customer Relationship Management (CRM) systems
- The ability to stay calm when dealing with issues from Help Points lifts or accessible toilets
- Experience working as part of a larger team including working remotely and using your own initiative
- Flexibility to work a shift pattern across Monday to Sunday
What’s in it for you:
- 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: We offer 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.
- 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: We offer tailored training to our colleagues and opportunities to gain recognised qualifications. Plus enhanced career pathways no matter what part of the business you’re in.
- Recognition: We know how important it is to show how much we appreciate our people. That’s why we have our Northern Lights and Northern Sparks Awards recognising and celebrating brilliance every day.
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 abap, barm or cob there’s a place for you here in the railway.
Customer Relations Advisor in Sheffield employer: Northern
At Northern, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee wellbeing and development. As a Customer Relations Advisor, you'll enjoy benefits such as unlimited free travel for you and your family, a generous pension scheme, and tailored training opportunities to help you grow in your career. Join us in making a meaningful impact on the customer experience while being part of a team that values recognition and celebrates diversity.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Advisor in Sheffield
✨Tip Number 1
Get to know the company! Research Northern and understand their values, mission, and what makes them tick. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Customer Relations Advisor, you'll be chatting with customers all day. Try role-playing common scenarios with friends or family to build your confidence and refine your responses.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the company culture and even lead to referrals, which can boost your chances of landing that job.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and serious about joining the Northern team. Don’t miss out!
We think you need these skills to ace Customer Relations Advisor in Sheffield
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the Customer Relations Advisor role. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Communication Skills:Since this role involves a lot of customer interaction, emphasise your strong written English and ability to communicate clearly. Share examples of how you've effectively handled sensitive situations in the past.
Be Detail-Oriented:Attention to detail is key in this role, especially when processing refunds or handling complaints. Make sure your application is free from typos and errors to demonstrate your commitment to quality.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and keen to join our team!
How to prepare for a job interview at Northern
✨Know Your Customer Service Basics
Before the interview, brush up on key customer service principles. Understand how to handle complaints and provide clear, helpful advice. This will show that you’re ready to step into the role of a Customer Relations Advisor with confidence.
✨Practice Empathy and Communication
Since empathy is crucial for this role, practice responding to various customer scenarios. Role-play with a friend or family member to enhance your ability to communicate clearly and calmly, especially in sensitive situations.
✨Familiarise Yourself with CRM Systems
Get comfortable with Customer Relationship Management (CRM) systems. If you have experience with any specific software, be prepared to discuss it. Showing that you can quickly adapt to new tools will impress the interviewers.
✨Prepare Questions About the Role
Think of insightful questions to ask during the interview. Inquire about the team dynamics, training opportunities, or how they handle challenging customer interactions. This demonstrates your genuine interest in the position and the company.
