Customer Relations Manager

BUSINESS FUNCTION:Customer & Commercial
GRADE: ML1/SB1
SALARY:per annum
ROLE TYPE:Perm
LOCATION:Sheffield 3 days per week in the office and 2 days working from home).
HOURS:36 hours per week

Were looking for a highly motivated Customer Relations Manager to lead our Contact Experience Centre (CEC) team.

In this key leadership role youll oversee a team of advisors and supervisors to deliver an exceptional customer experience across multiple contact channels. With full responsibility for ensuring operational effectiveness team development and performance youll drive service excellence and play a vital role in protecting and enhancing the Northern brand. Youll also manage a significant compensation budget and act as a key contact with both internal departments and external stakeholders.

What youll be doing

• Leading a team of up to 15 Customer Relations Advisors and a Supervisor to deliver high performance across all KPIs.
• Coaching developing and supporting the team through regular 121s reviews and training plans.
• Managing complex and sensitive customer complaints with a focus on timely resolution and brand protection.
• Overseeing omnichannel contact including CCTV control inbound overflow and outsourced services.
• Applying financial authority of up to 500 per case and auditing compensation protocols to ensure compliance.
• Acting as Duty Manager overseeing a wider team of up to 49 FTE during key periods.
• Championing continuous improvement initiatives to enhance customer service and efficiency.
• Building collaborative relationships with key stakeholders across the business and industry bodies.

About you

Youll be an experienced people leader with a track record of managing customerfacing teams in a fastpaced multichannel environmentideally within the rail or transport sector. You bring:

• Strong people management and coaching skills.
• Indepth knowledge of the rail industry including delay repay complaints handling and passenger assist.
• Proven ability to solve complex customer issues and make decisions within financial parameters.
• Experience driving change challenging existing processes and implementing service improvements.
• Excellent communication and stakeholder engagement skills including at senior levels.
• Confidence working independently with outstanding organisational and problemsolving abilities.
• GCSEs or equivalent in Maths and English along with advanced Microsoft Office skills.

Whats in it for you

At Northern we dont just value our people we go the extra mile to support them. Heres 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 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.
• Holiday Purchase Scheme: Buy up to 5 extra days of annual leave.
• 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 youre in.
• Recognition: We know how important it is to show how much we appreciate our people. Thats why we have our Northern Lights and Northern Sparks Awards recognising and celebrating brilliance every day.

Why Northern

Were more than just a train operator. Were the heartbeat of the North connecting communities creating opportunities and driving sustainable growth. With 2500 trains running daily were 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 were 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 dont just move people from A to B were building a team where everyone feels they belong. Our talent team can make reasonable adjustments to the process if thats something you need. Were also a Level 2 Disability Confident employer so if you meet the minimum criteria for the role well 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 medical assessment.

No matter your background experience or whether you call it a bap barm or cob theres a place for you here in the railway.

Please note that Northern reserves the right to close recruitment for this role before the published closing date if high volumes of applications are received.