At a Glance
- Tasks: Help customers navigate their journeys and resolve queries across various channels.
- Company: Join Northern, a leading train operator connecting communities in the North.
- Benefits: Enjoy free travel, generous pension, exclusive discounts, and tailored training.
- Other info: Flexible part-time hours with opportunities for career development.
- Why this job: Make a real difference in customer experiences while working in a dynamic environment.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 27367 - 27367 £ per year.
BUSINESS FUNCTION: Customer & Commercial
SALARY: £27,367 per annum
ROLE TYPE: Hybrid
LOCATION: Sheffield
HOURS: 20 per week
Customers rely on Northern to keep them moving—and on you to help when plans change. As part of our Customer Experience team, you’d be right at the centre of helping customers get back on track. Whether it’s answering a quick question, resolving a complaint, or supporting someone in a more sensitive situation, your role is about making things easier when it matters most. This isn’t just a contact centre role. You’ll be part of a team that connects with customers across phone, email, web chat, social media and more, working closely with colleagues across the railway to keep people informed, supported and safe.
What You’ll Be Doing
- Handling customer queries and complaints across multiple channels, from quick questions to more complex cases
- Reviewing and processing Delay Repay claims to make sure customers are fairly compensated
- Managing complaints from start to finish, keeping accurate records and working with teams across Northern to find the right resolution
- Supporting customers with refunds, ticket queries and online purchases
- Responding to sensitive situations through Help Points, including lift entrapments and accessible facilities, working with station teams and control to keep people safe
- Booking assisted travel and making sure journeys are accessible, with proactive updates if plans change
- Providing video assistance for customers using ticket machines, helping them buy tickets and understand their options
- Supporting corporate ticket fulfilment and resolving delivery or refund queries
- Responding to escalated cases, including Ombudsman enquiries
- Recording incidents such as accidents or property damage, ensuring the right information is passed on for investigation
- Helping with data requests and processes like Freedom of Information (FOI) and General Data Protection Regulation (GDPR) compliance
About You
You know what good service feels like – and you bring that into every interaction. Here are a few things that will help you thrive in this role:
- Experience in a customer service environment, ideally handling complaints or complex queries
- Confidence using systems to manage customer information – Customer Relationship Management (CRM) tools won’t faze you
- Clear, professional written communication – you can explain things simply and calmly
- The ability to stay organised and manage your time, even when things get busy
- A calm, thoughtful approach when dealing with sensitive or high‑pressure situations
- Strong teamwork skills, alongside the confidence to work independently when needed
- A natural ability to build relationships with colleagues across different teams
If you’ve worked in a fast‑paced, multi‑channel environment before, you’ll feel right at home here. 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 - Part Time in Sheffield employer: Northern
Northern is an excellent employer, offering a dynamic work environment in the vibrant cities of York and Manchester. With a strong focus on employee growth and collaboration, you will have the opportunity to develop your skills while contributing to meaningful projects that enhance customer journeys. Our inclusive culture promotes innovation and teamwork, ensuring that every team member's voice is heard and valued.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Advisor - Part Time in Sheffield
✨Connect with the Community
Get involved in customer support communities online! Platforms like Reddit and specific Facebook groups can be goldmines for sharing opportunities and tips. You can find out about part-time roles that might not even be advertised yet — it's all about who you know!
✨Attend Local Job Fairs
Job fairs are perfect for snagging part-time gigs! Keep an eye out for local hiring events and career expos in your area. It’s a brilliant chance to meet representatives from companies like Northern and show off your personality in person.
✨Boost Your Visibility
Showcase your skills in online customer support forums or by offering help on platforms like Zendesk Community. A strong online presence can catch the eyes of recruiters and hiring managers looking for genuinely passionate candidates.
✨Apply Directly Through Us!
Don’t forget, applying through our website is one of the best ways to catch our attention. Tailor your application for the part-time customer support role at Northern and let us see your personality shine through!
We think you need these skills to ace Customer Relations Advisor - Part Time in Sheffield
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, communication is key! Make sure your CV and cover letter highlight your ability to clearly convey information and resolve issues. Use examples that illustrate how you've helped customers or colleagues in the past.
Demonstrate Your Problem-Solving Abilities:Employers want to see how you tackle challenges. Include specific instances where you resolved a tough issue for a customer or improved a process. Real life scenarios are a great way to showcase your critical thinking and adaptability.
Tailor Your Application to Part-Time Work:Since this is a part-time role, be upfront about your availability in your cover letter. Highlight how you can balance work with your other commitments. It shows you're organised and committed to making the role work for both you and Northern.
Get Familiar with Our Brand:Before applying, take some time to learn about Northern and our approach to customer support. Mention in your cover letter why you're excited about supporting our customers specifically. It’ll show your enthusiasm and that you've done your homework!
How to prepare for a job interview at Northern
✨Show Off Your Communication Skills
In customer support, being able to communicate clearly and effectively is key. During the interview, make sure to demonstrate your listening skills and your ability to explain solutions simply. Use examples from past experiences where you resolved customer issues successfully.
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like ticketing systems (think Zendesk or Freshdesk) and chat software. If you’ve used any of these in previous roles or during your studies, be ready to chat about your experiences. Showing you can hit the ground running with these tools will impress Northern.
✨Highlight Your Flexibility
Since this is a part-time role, emphasise your ability to adapt to different shifts and your willingness to handle varying customer volumes. Share any experiences where you thrived in a fast-paced environment or juggled multiple tasks, which can highlight your time management skills.
✨Prepare for Scenario-Based Questions
Interviewers often love scenario-based questions in customer support roles. Be ready to tackle common customer situations, like how you'd handle an unhappy customer. Practising responses to these scenarios will showcase your problem-solving ability and customer service mindset, which Northern will surely appreciate.
