Customer Relations Supervisor

Job Description

Job Role: Customer Relations Supervisor
Location: Sheffield Contact Centre Salary: £32,543
Hours: 36 per week
People come to Northern for trains they can rely on — and they stay because of the people who make those journeys possible. Based in our Customer Experience Centre in Sheffield, you’ll play a key role in delivering a service that’s straightforward, dependable and welcoming for everyone who travels with us. As a Customer Relations Supervisor, you’ll support a team of advisors handling customer feedback, queries and complaints from across the network. It’s a hands-on role that brings together leadership, sound judgement and a focus on doing right by the customer. What you’ll be doing You’ll help keep things running as they should, supporting both customers and colleagues day to day. This includes:

• Supporting and guiding advisors with escalated or more complex cases
• Taking ownership of sensitive issues, ensuring customers are treated fairly and with respect
• Speaking directly with customers to resolve concerns and follow up on feedback
• Handling calls from Help Points and other safety-critical areas, working with station teams and control to keep people safe
• Managing Ombudsman escalations and ensuring all cases are recorded accurately and in line with GDPR
• Working alongside other Supervisors and Managers to monitor performance, track KPIs and meet service standards
• Stepping into Duty Manager responsibilities when required

About you You’ll be someone who keeps a level head, even when things are busy, and understands what good customer service looks like in practice. You’re approachable, practical and able to support others to do their best work. You’ll bring:

• Experience in customer service or complaints handling, ideally in a contact centre or shared service environment
• Confidence using CRM systems and handling customer data correctly
• Clear communication skills, both written and verbal
• The ability to prioritise and manage a varied workload
• Experience supporting or leading a team
• A practical approach to problem-solving, with the customer in mind

If you’re organised, calm under pressure and able to deal with situations in a fair and considered way, you’ll fit in well here.

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.