Job Title: Customer Information Point Clerk

BUSINESS FUNCTION: Customer & Commercial - Stations

SALARY: £30,209 after full training & Probation period first 6 month £25,679

Grade ROLE TYPE: RSA

LOCATION:  Leeds

HOURS: Full Time - 12 month FTC

 Is being the go to source for customer information ‘Your Thing’? 

We are seeking a dedicated and effective individual to join the Customer Information Point team. You’ll be passionate about contributing to a dynamic work environment by delivering exceptional customer service to our valued customers. 

What you’ll be doing

As a Customer Service Assistant at the Customer Information Point (CIP), you’ll provide current, accurate and practical advice to customers at our stations. Your primary focus will be on assisting customers with their journey information, providing real time information of potential delays, fares, tickets and promotional offers. As well as answer queries around seat reservations and special requirements.

You’ll also ensure our porters are available to support the needs of customers requiring passenger assistance. Making sure they are aware of all relevant information needed to provide a high level of customer care and service.

If this sounds like your thing, we’d love to hear from you 

Working in this role, you can expect your days to be filled with providing excellence customer service.  Here is glimpse of what your day-to-day activities could include:

• Providing exceptional customer service at all times
• Offering accurate and timely travel information to customers
• Being a focal point for customer inquiries and assistance
• Support with Passenger Assistance on the station and from the booking system
• Maintaining open communication with station staff, customers, and other departments.
• Liaising with Station Team Leaders as needed

About you:

You are a self-driven individual who thrives in a dynamic customer-focused environment. Your strong interpersonal and communication skills allow you to provide impeccable customer service consistently. With a keen eye for detail, you're known for your organised approach to tasks and your ability to work independently. Your commitment to safety and your ability to adapt to change make you an invaluable addition to our team.

We’re also looking for the following:

• Excellent ability to prioritise
• Be customer focused to high standard
• Be assertive, confident and alert
• Have a high regard for health and safety
• Be able to work to company rules, regulations and standards whilst under pressure
• Be able to work shift patterns including evening and weekend

What’s in it for you?

Because we value our people and reward hard work, we’ve created a benefits package that we think you’ll love. So, you’ll be able to make the most of:

• Opportunities to progress and grow - including comprehensive training schemes and a range of online learning courses.
• Full Uniform for Frontline Facing Roles - our frontline people are the face of the business, so we provide you with a stylish and high-quality uniform.
• Cycle to Work Scheme - save up to 42% on the cost of a bike, while also spreading your payments throughout the year.
• Free Travel on Northern services - everyone who works at Northern, plus their partners/spouses and dependents, can travel for free right across our full network of services. *Certain eligibility criteria will apply.
• Employee Assistance Programme - advice, support and useful information 24 hours a day, 365 days a year on everything from family issues to lifestyle matters.
• Exclusive benefits with Northern Perks - enjoy retail discounts, instant vouchers, cashback, wellbeing support and much more.

👉You can find out more here.

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 2,650 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, beginning a journey that would transform travel across the world. We’ve recently celebrated 200 years of the modern railway and, as we reflect on that legacy, our focus is now on the future as Great British Rail takes shape. 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.