Customer Relations Advisor - Part Time

BUSINESS FUNCTION:Customer & Commercial
GRADE:Customer Relations Advisor
SALARY:19005 per annum
ROLE TYPE:Hybrid
HOURS:25 hours per week
LOCATION: Sheffield Bus Interchange

Were on the lookout for dynamic empathetic and proactive communicators who are passionate about delivering exceptional customer experiences. If you thrive in a fast paced environment where no two days are the same this could be the role for you.

Every day tens of thousands of people rely on Northern to get them where they need to be. As a Customer Relations Advisor youll be a key point of contact supporting our customers via phone email post chat and web. Whether its resolving complaints processing refunds assisting vulnerable customers or responding to live incidents youll play a vital role in ensuring their journey is as smooth as possible.

Youll handle queries around delay repay claims ticketing issues assisted travel bookings and more. Youll also support our Code Red escalation process requiring you to remain calm under pressure and always put customer welfare first. Collaboration is key youll work closely with teams across the business to find solutions that keep the railway running safely and customers satisfied.

Key Dates to Note

Assessment Centre:Tuesday 10th June 2025

Start Date:Monday 30th June 2025

Training Period:Monday 30th June Friday 25th July (Mon-Fri 9am-5pm)**

Full availability is required for the specified dates which are fixed and cannot be adjusted. Therefore we are unable to accommodate any holiday requests or time off during this period. Please only apply if you are available for all required dates and have a short notice period of up to 2 weeks.

**The training period will be full time. After the training period youll then be scheduled for part time shifts across Monday to Sunday 3pm-8pm.

What Youll Be Doing

• Providing advice and resolving queries through multiple channels
• Handling customer refunds and supporting ticket delivery for online and corporate sales
• Assisting with accessible travel bookings and proactively supporting customers with additional needs
• Managing complaints including Ombudsman escalations ensuring accurate recording and resolution
• Liaising with teams such as operations control retail and more to support safe customer focused outcomes

About You

• Can communicate clearly and confidently via phone and email
• Resilient calm under pressure and committed to outstanding service
• Organised and able to manage your own workload to meet SLAs
• Experience with CRM systems and handling sensitive information
• Enjoy working in a team both in-person and remotely
• Bring previous experience in a contact centre or complaint handling environment (desirable not essential)

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 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.