Customer Relations Advisor

BUSINESS FUNCTION: Customer & Commercial

SALARY: £27,367 per annum

ROLE TYPE: Hybrid 

LOCATION: Sheffield

HOURS: 36 per week 

Customers rely on Northern to keep them moving—and on you to help when plans change. As part of our Customer Experience team, you’d be right at the centre of helping customers get back on track. Whether it’s answering a quick question, resolving a complaint, or supporting someone in a more sensitive situation, your role is about making things easier when it matters most. This isn’t just a contact centre role. You’ll be part of a team that connects with customers across phone, email, web chat, social media and more, working closely with colleagues across the railway to keep people informed, supported and safe.

What you’ll be doing

No two days look the same, but here’s a flavour of what you’ll get involved in:

• Handling customer queries and complaints across multiple channels, from quick questions to more complex cases
• Reviewing and processing Delay Repay claims to make sure customers are fairly compensated
• Managing complaints from start to finish, keeping accurate records and working with teams across Northern to find the right resolution
• Supporting customers with refunds, ticket queries and online purchases
• Responding to sensitive situations through Help Points, including lift entrapments and accessible facilities, working with station teams and control to keep people safe
• Booking assisted travel and making sure journeys are accessible, with proactive updates if plans change
• Providing video assistance for customers using ticket machines, helping them buy tickets and understand their options
• Supporting corporate ticket fulfilment and resolving delivery or refund queries
• Responding to escalated cases, including Ombudsman enquiries
• Recording incidents such as accidents or property damage, ensuring the right information is passed on for investigation
• Helping with data requests and processes like Freedom of Information (FOI) and General Data Protection Regulation (GDPR) compliance

Our Advisors work a 5-day week including 1 weekend day. We have a hybrid approach with 3 days a week in the contact centre and 2 days from home (this will always include the weekend day). We have a range of fixed shift patterns which will need to be filled ranging from:

6am - 2pm/9am - 5pm/10am - 6pm/12pm - 8pm/1pm - 9pm and 3pm - 11pm

About you

You know what good service feels like – and you bring that into every interaction.

• Here are a few things that will help you thrive in this role:
• Experience in a customer service environment, ideally handling complaints or complex queries
• Confidence using systems to manage customer information – Customer Relationship Management (CRM) tools won’t faze you
• Clear, professional written communication – you can explain things simply and calmly
• The ability to stay organised and manage your time, even when things get busy
• A calm, thoughtful approach when dealing with sensitive or high-pressure situations
• Strong teamwork skills, alongside the confidence to work independently when needed
• A natural ability to build relationships with colleagues across different teams

If you’ve worked in a fast-paced, multi-channel environment before, you’ll feel right at home here.

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.