At a Glance
- Tasks: Support customers with queries and complaints, ensuring a smooth travel experience.
- Company: Join Northern, the heartbeat of the North, enhancing rail travel.
- Benefits: Enjoy free travel, generous pension, exclusive discounts, and career development.
- Other info: Flexible shift patterns and a supportive team culture await you.
- 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 great service.
The predicted salary is between 27367 - 27367 £ per year.
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 confidence. Your 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
Please note the shift pattern for this Vacancy is 3pm-11pm.
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?
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: 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 a bap, barm, or cob… there’s a place for you here in the railway.
Customer Relations Advisor - Full Time in Sheffield employer: Northern
At Northern, we pride ourselves on being an exceptional employer, offering a supportive work culture that prioritises employee wellbeing and development. With benefits like unlimited free travel for you and your family, a generous pension scheme, and tailored training opportunities, we ensure our Customer Relations Advisors are equipped to thrive in their roles while making a meaningful impact on the customer experience. Join us in a dynamic environment where every day brings new challenges and rewards, all while contributing to the future of rail travel in the North.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Advisor - Full Time in Sheffield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Northern. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Northern before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Relations Advisor - Full Time in Sheffield
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Northern:Your cover letter is your chance to shine! Tell us why you want to work at Northern specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Northern!
How to prepare for a job interview at Northern
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
