Customer Relations Advisor

Job Description

Customer Relations Advisor

BUSINESS FUNCTION: Customer & Commercial

GRADE: Customer Relations Advisor

SALARY: £27,367 per annum

ROLE TYPE: Hybrid

HOURS: 36 per week

People come to Northern for trains they can rely on. When something does not go to plan, they come to you.

As a Customer Relations Advisor, you sit right at the heart of the customer experience. You’re there to listen, explain, fix and reassure – whether that’s answering a general enquiry, resolving a complaint, or making sure someone who needs assisted travel can make their journey with confidence. Your work helps turn frustration into trust and makes a real difference to how people feel about travelling with Northern.

No two days look the same. You’ll handle a wide range of queries across different channels, work closely with colleagues across the business, and make sure every customer feels heard and supported, even in the most sensitive situations.

What you’ll be doing

• Giving clear, helpful advice and information to customers across phone and email
• Processing refunds and working with our Web Sales team to put things right
• Supporting customers with disabilities to book assisted travel, checking facilities are fit for purpose and arranging alternative transport when needed
• Proactively contacting customers when known issues may affect their assisted journey
• Using STAR Desktop to support our corporate sales team with ticket fulfilment, delivery queries and refunds
• Responding to Ombudsman escalations, making sure cases are handled correctly and fairly
• Accurately recording accidents and property damage, passing information to health and safety and insurers
• Handling a wide mix of enquiries and complaints across multiple workstreams, often at pace

About you

Empathy, clarity and calm under pressure – those are three things you’ll bring with you.

You’re comfortable speaking with customers over the phone and in writing, even when conversations are sensitive or complex. You know how to organise your time, juggle priorities, and keep things moving while still giving each customer the attention they deserve. You’re resilient, flexible, and happy to support teammates when things get busy.

Experience in customer relations or a contact centre environment is helpful, but what matters most is your attitude and your commitment to great service.

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.