At a Glance
- Tasks: Lead and motivate a team to deliver exceptional customer service and manage complex complaints.
- Company: Join Northern, a company that values its people and fosters a supportive culture.
- Benefits: Enjoy free travel, generous pension, enhanced family benefits, and exclusive discounts.
- Other info: Hybrid working model with excellent career development opportunities.
- Why this job: Make a real impact by improving customer experiences and driving meaningful change.
- Qualifications: Experience in leading teams and strong customer service skills are essential.
The predicted salary is between 36804 - 36804 £ per year.
BUSINESS FUNCTION: Customer & Commercial SALARY: c£36,804/Grade ML1/SB1 ROLE TYPE: Permanent LOCATION: Sheffield HOURS: 36 per week (Shift patterns below)
What you’ll be doing
You’ll set the tone, keep things moving, and make sure both customers and colleagues are supported:
- Leading, motivating and developing a team of Customer Relations Advisors and a Supervisor to deliver a consistently high standard of service
- Acting as duty manager, overseeing a wider operation and ensuring service levels and productivity stay on track
- Managing performance through regular coaching, feedback and development planning
- Setting clear objectives and supporting your team to achieve them
- Handling complex and escalated complaints, making balanced decisions that protect both the customer experience and the Northern brand
- Overseeing customer welfare and “closing the loop” – proactively contacting customers following incidents or poor experiences
- Ensuring all customer interactions are recorded accurately and meet required standards
- Delivering departmental targets and key performance indicators (KPIs) across all contact channels
- Overseeing Delay Repay audits and maintaining strong financial controls
- Identifying trends, challenging existing processes and driving improvements to enhance customer experience and efficiency
- Building strong relationships with teams across Northern and with external stakeholders
- Supporting wider business initiatives and contributing to continuous improvement projects
Our managers work a 5‑day week including 1 weekend day.
We have a hybrid approach with 3 days a week in the contact centre and 2 days from home (this will always include the weekend day).
We have a range of fixed shift patterns which will need to be filled ranging from: 6am – 2pm / 10am – 6pm and 3pm – 11pm.
About you
You know how to bring out the best in people – and how to keep customers at the centre of every decision.
- Experience leading teams in a fast‑paced, multi‑channel customer environment
- A strong track record of coaching, developing and motivating others to deliver great results
- Confidence handling complex complaints and making sound, fair decisions
- A clear understanding of customer service processes – from complaints and compensation to assisted travel and refunds
- Strong organisational skills, with the ability to balance priorities and meet deadlines
- The ability to think strategically, spot opportunities and drive meaningful change
- A calm, measured approach when things get challenging
- Excellent communication skills – you can explain complex issues simply, to a wide range of people
- Confidence using systems and data to monitor performance and identify improvements
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: 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.
- Electric car scheme: Lease a brand new electric or plug‑in hybrid car.
- Exclusive discounts: From shopping to wellbeing, Northern Perks covers a wide range.
- Employee assistance programme: 24/7 support for family, lifestyle and more.
- Training and career development: Tailored training to our colleagues with opportunities to gain recognised qualifications and enhanced career pathways.
- Recognition: Northern Lights and Northern Sparks awards celebrate brilliance every day.
- 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.
#J-18808-Ljbffr
Customer Relations Manager in Sheffield employer: Northern
Northern is an excellent employer, offering a unique opportunity for Night Train Cleaners in Manchester to enjoy unlimited free travel and a supportive work culture that prioritises employee growth. With tailored training programmes and a generous pension scheme, we foster an environment where every team member can thrive and develop their skills while contributing to the cleanliness and readiness of our trains.
