BUSINESS FUNCTION: Customer & Commercial
SALARY: £32,543
ROLE TYPE: Permanent
LOCATION:  Sheffield
HOURS: 37

People come to Northern for trains they can rely on – and the support behind those journeys matters just as much. As part of the Customer Experience Centre, you’d be helping shape how we listen, respond and improve every customer interaction, from a quick query to a more complex case.

In this role, you’re right at the heart of quality. You’ll take a close look at how we communicate with customers across calls, emails and digital channels, making sure every interaction meets the standard our customers expect. You’ll also play a big part in helping colleagues grow through training & development, spotting trends, and turning insight into action that improves the overall experience.

What you’ll be doing

• Reviewing inbound and outbound customer interactions, scoring them against quality standard.
• Analysing customer cases and tickets to ensure consistency, accuracy and fairness
• Sharing clear, constructive feedback with Customer Experience Centre team managers and colleague.
• Leading or supporting training sessions to help new and existing colleagues develop
• Identifying trends in customer satisfaction (C-SAT) and highlighting opportunities to improve performance
• Producing regular reports on quality, productivity and key performance indicators
• Supporting sensitive customer cases through to resolution where needed
• Reviewing and approving Delay Repay claims in line with processes and financial controls
• Creating and improving customer-facing and internal content based on feedback and insight

There are two roles available with one 9am – 5pm shift pattern, and one 12pm – 8pm shift pattern, Monday - Friday. 5 days a week in the office during training, otherwise hybrid approach of 3 days in and 2 days from home.

About you

Organisation, insight and communication – that’s the core of what you’ll bring.

You’re someone who can look at detail and see the bigger picture, turning data into meaningful improvements. You’re comfortable working with systems and reports, but just as confident having conversations that help people grow.

You’ll also bring:

• Experience in contact centre customer service, quality monitoring and coaching
• Strong analytical skills with the ability to spot trends and performance gaps
• Clear written and verbal communication, with a coaching mindset
• Confidence using Microsoft Office and customer relationship management (CRM) systems
• Good data analytical and broader administrative skills
• The ability to manage your own workload and prioritise effectively
• A collaborative approach, with the confidence to give honest, constructive feedback
• A focus on the customer, always aiming to make things clearer, fairer and easier

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.

Electric Car Scheme: Lease a brand new electric or plugin hybrid car.

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 2,650 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.