Customer Relations Assistant - General Purpose Relief

Job Description

🚉 Customer Relations Assistant Your Journey, Our Commitment

Are you passionate about people and love helping others? We’re on the lookout for a Customer Relations Assistant at Winermere to join our dedicated Station Teams across the West Region.

As the face of Northern, you'll provide essential support and information to our customers, ensuring their journey is smooth from start to finish.

If you thrive in a role where every day is different, love solving problems, and enjoy being part of a friendly and supportive team — we’d love to hear from you! 🙌

💼 What You’ll Be Doing

In this varied and rewarding role, you’ll:

• Be the go-to person for customer advice on journey times, service delays, tickets, fares, and reservations 🚆
• Ensure our stations remain safe, clean, and welcoming at all times ✨
• Handle challenging or complex customer queries with confidence and care
• Support frontline staff across multiple station locations as a General Purpose Relief (GPR) team member📍
• Maintain compliance through internal checks and procedures
• Passenger Assistance support
• Oversee ticketing, stores, and leaflet stock levels
• Manage station finances, including cash handling and preparing for banking 💷
• Provide vital support during service disruption to minimise customer impact
• Ensure all station promotional materials are accurate and up to date

🧠 What We’re Looking For

To succeed in this role, you’ll need:

• A genuine passion for delivering exceptional customer service
• Excellent communication skills, both written and verbal
• Strong IT literacy and the ability to learn new systems
• Confidence to work independently and handle responsibility
• A Guaranteed Sunday Rest Day (GPR) – unless rostered to work that day

💸 Your Pay & Perks

• £23,970 during your first 6 months of training
• After training, your base salary increases to £28,200
• Plus aggregation allowance of 16.25% (paid from Day 1 of training! 🎉)
• Plus overtime opportunities
• Plus mileage allowance (where applicable)

🎁 Benefits You’ll Love We believe in rewarding our people for their hard work and dedication. That’s why we offer:

✅ Free travel for you, your partner/spouse, and dependents on Northern services

🚆 75% off travel with other Train Operating Companies (after 2 years)

🏦 Defined Benefit Pension Scheme — Northern contributes 1.5x your input

👶 Enhanced Maternity & Paternity Pay – 9 months full pay for maternity and 2 weeks full pay for paternity

🧠 Employee Assistance Programme – 24/7 support for you and your family

🛍️ Northern Perks – discounts, instant vouchers, cashback, wellbeing support, and more

🌟 About Northern At Northern, we run over 2,500 services a day, connecting millions across the North to friends, family, work, and leisure. We're committed to improving journeys, investing in our people, and protecting the environment. Our values say it all: Make a difference. Make it last. Make it easy. Make it happen. Make it yours. Ready to make them yours? 🌈

👉 You can find out more here.

🚨 We may close this role early if we receive high volumes of applications, so don’t delay — apply today!

However, if you miss the application window for this particular role, please keep checking back for other opportunities. We are always on the lookout for great people to join the Northern Team!

We’re an equal opportunities employer and a promoter of diversity and inclusion in the workplace. We encourage and welcome applications from candidates from all backgrounds, regardless of gender, sex, ethnicity, race, religion, education, socioeconomic background, disability, or sexual orientation.

We also have Disability Confident status, which means we’re committed to making the most of the talents that disabled people can bring to the workplace.

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.