At a Glance
- Tasks: Lead a team to resolve customer issues and enhance their experience.
- Company: Join Northern, the heartbeat of the North, transforming rail travel.
- Benefits: Enjoy free travel, generous pension, and exclusive discounts.
- Other info: Hybrid working model with excellent career development opportunities.
- Why this job: Make a real impact on customer satisfaction while developing your leadership skills.
- Qualifications: Experience in customer service and strong organisational skills required.
The predicted salary is between 28000 - 28000 £ per year.
BUSINESS FUNCTION: Customer & Commercial
SALARY: £32,543
ROLE TYPE: Permanent
LOCATION: Sheffield
HOURS: 36 per week (Shift patterns below)
When journeys don’t go to plan, it’s the response that people remember. As part of our Customer Experience team, you’d step into a role where your decisions make a real difference – not just to individual customers, but to how Northern is seen and trusted every day. You’ll take the lead on complex and sensitive cases, support the wider team, and help keep everything running smoothly behind the scenes.
This is a role with real influence. You’ll balance hands‑on customer work with team oversight, making sure standards stay high, people feel supported, and customers get the right outcome – even in the most challenging situations.
What you’ll be doing
- Taking ownership of complex and escalated complaints, working towards fair outcomes for both customers and the business
- Managing cases end‑to‑end, ensuring accurate records and compliance with our obligations
- Acting as duty manager, keeping an eye on team performance and making sure service levels are met
- Supporting colleagues day to day, helping them stay productive and confident in their roles
- Responding to sensitive situations from Help Points, including lift entrapments and accessible facilities, working closely with station teams and control
- Supporting assisted travel bookings, making sure journeys are accessible and stepping in when plans need to change
- Working with teams across Northern – from operations to retail – to resolve customer issues
- Monitoring trends and identifying opportunities to improve performance and customer satisfaction
- Proactively contacting customers following incidents or poor experiences, helping close the loop and rebuild trust
- Overseeing Delay Repay audits and ensuring processes are followed correctly
- Recording incidents such as accidents or damage, making sure the right steps are taken for further investigation
- Supporting processes like Freedom of Information (FOI) and General Data Protection Regulation (GDPR) compliance
Our Supervisors 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 bring calm, clarity and good judgement – especially when things get complex. Here’s what will help you succeed:
- Experience in a customer service environment, including handling complaints and escalations
- Confidence supervising or supporting a team, with the ability to lead by example
- Strong organisational skills – you know how to prioritise and keep things moving
- Confidence using systems such as Customer Relationship Management (CRM) tools
- Excellent written communication, with a clear and professional tone
- The ability to stay calm and make sound decisions in sensitive or high‑pressure situations
- A sharp eye for detail, with the ability to spot trends and improve how things are done
- Strong relationship‑building skills across teams and stakeholders
- A proactive mindset – you don’t wait for problems, you get ahead of them
If you enjoy solving tricky problems, supporting others, and making a genuine impact on customer experience, you’ll feel right at home here.
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.
- Electric Car Scheme: Lease a brand new electric or plugin hybrid car.
- 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 2,650 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, beginning a journey that would transform travel across the world. We’ve recently celebrated 200 years of the modern railway and, as we reflect on that legacy, our focus is now on the future as Great British Rail takes shape. 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 Supervisor 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.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Supervisor 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 Supervisor 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.
