Customer Service Assistant (RSA)
Generic Business Function, Harrogate

We are seeking a customer centric minded person, to join our Station Teams, as a Retail Supervisor. Acting as the face of Northern, our Retail Supervisors ensure that our customers have the information and support they need at all times.

BUSINESS FUNCTION: Customer Service

GRADE: RSA

SALARY: £21,897 to £25,761 per annum

ROLE TYPE: On site

HOURS: 35 per week

 

Is helping people with their concerns and queries 'Your Thing'?

 

We are seeking a customer centric minded person, to join our Station Teams, as a Retail Supervisor. Acting as the face of Northern, our Retail Supervisors ensure that our customers have the information and support they need at all times.

 

Connecting millions of people and communities across the North is our mission. With 2,500 trains a day, we connect people to jobs, friends, family, and the wonders of the North.

 

We're improving rail travel, enhancing the experience on board and at stations. Customers are at the heart of our business as we improve performance and create a better way to go.

 

We're driving economic value and sustainable growth for the North and its people. Our commitment to the environment means reducing our impact and enhancing the world around us.

 

Make a difference. Make it last. Make it easy. Make it happen. Make it yours. These are our values.

 

Ready to make them yours? Join us on this journey.


About the role: 

 

As a Retail Supervisor, you'll play a key role in ensuring top-quality customer service within our Stations. Your responsibility will be to meet the needs of our customers, providing them with information and support as they make their way through our stations and continue their journeys on our trains.

 

Working in this role, you’ll give practical advice on journey times, delays, tickets, fares and reservations as well as maintaining the appearance and safety of our stations at all times. You'll also lead by example, as well as provide frontline support to other station staff, when it comes to challenging or complex customer queries.

 

If you relish the opportunity to make a real difference to the everyday lives of millions of people, we'd love to hear from you.

 

Key Responsibilities:

 

No two days are the same in this role. Here's a glimpse of what your day to day duties could look like:

  • Customer Service: Ensuring that promotional notices and publications are up to date and available to customers upon request. Processing and authorising refunds.
  • Financial Management: Responsibility for managing cash and credits, ensuring daily station balance, and preparing cash for the bank.
  • Compliance: Implementing and monitoring internal check procedures to uphold company and industry standards.
  • Service Disruption: Providing front-line coordination during times of service disruption, ensuring minimal impact on customers.
  • Inventory Management: Overseeing ticket, stores, and leaflet ordering and distribution.

About you: 

You are a self-starter with a strong track record of taking initiative. Your communication skills, whether in writing or verbally, are exceptional. Your ability to organise and prioritise tasks is outstanding. Your interpersonal skills are excellent, allowing you to work effectively with colleagues and customers.

 

We're also looking for the following:

  • A genuine commitment to and previous experience of delivering excellent customer service
  • Excellent written and verbal communication skills.
  • Sound IT skills
  • The confidence to work on your own initiative.
  • The ability to work shift patterns including evening and weekend work

Our benefits:

 

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:

  • 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.
  • 75% discount with other Train Operating Companies - after 2 years with us, you’ll also get discounted travel on many other rail services in the UK and Europe.
  • Defined Benefit Pension Scheme - you’ll rarely find a pension as good as a Northern pension, and we top up your pension with a generous 1.5 times your contribution.
  • Maternity and Paternity Benefits - we go above and beyond the standard, and mums can enjoy 9 months’ maternity leave on full pay while dads can make the most of 2 weeks’ paternity leave on full pay.
  • 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.

 

Please note that Northern reserves the right to close recruitment for this role before the published closing date, if high volumes of applications are received.

 

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.

Vacancy Description
We are seeking a customer centric minded person, to join our Station Teams, as a Retail Supervisor. Acting as the face of Northern, our Retail Supervisors ensure that our customers have the information and support they need at all times.
 

BUSINESS FUNCTION: Customer Service

GRADE: RSA

SALARY: £21,897 to £25,761 per annum

ROLE TYPE: On site

HOURS: 35 per week

 

Is helping people with their concerns and queries 'Your Thing'?

 

We are seeking a customer centric minded person, to join our Station Teams, as a Retail Supervisor. Acting as the face of Northern, our Retail Supervisors ensure that our customers have the information and support they need at all times.

 

Connecting millions of people and communities across the North is our mission. With 2,500 trains a day, we connect people to jobs, friends, family, and the wonders of the North.

 

We're improving rail travel, enhancing the experience on board and at stations. Customers are at the heart of our business as we improve performance and create a better way to go.

 

We're driving economic value and sustainable growth for the North and its people. Our commitment to the environment means reducing our impact and enhancing the world around us.

 

Make a difference. Make it last. Make it easy. Make it happen. Make it yours. These are our values.

 

Ready to make them yours? Join us on this journey.


About the role: 

 

As a Retail Supervisor, you'll play a key role in ensuring top-quality customer service within our Stations. Your responsibility will be to meet the needs of our customers, providing them with information and support as they make their way through our stations and continue their journeys on our trains.

 

Working in this role, you’ll give practical advice on journey times, delays, tickets, fares and reservations as well as maintaining the appearance and safety of our stations at all times. You'll also lead by example, as well as provide frontline support to other station staff, when it comes to challenging or complex customer queries.

 

If you relish the opportunity to make a real difference to the everyday lives of millions of people, we'd love to hear from you.

 

Key Responsibilities:

 

No two days are the same in this role. Here's a glimpse of what your day to day duties could look like:

  • Customer Service: Ensuring that promotional notices and publications are up to date and available to customers upon request. Processing and authorising refunds.
  • Financial Management: Responsibility for managing cash and credits, ensuring daily station balance, and preparing cash for the bank.
  • Compliance: Implementing and monitoring internal check procedures to uphold company and industry standards.
  • Service Disruption: Providing front-line coordination during times of service disruption, ensuring minimal impact on customers.
  • Inventory Management: Overseeing ticket, stores, and leaflet ordering and distribution.

About you: 

You are a self-starter with a strong track record of taking initiative. Your communication skills, whether in writing or verbally, are exceptional. Your ability to organise and prioritise tasks is outstanding. Your interpersonal skills are excellent, allowing you to work effectively with colleagues and customers.

 

We're also looking for the following:

  • A genuine commitment to and previous experience of delivering excellent customer service
  • Excellent written and verbal communication skills.
  • Sound IT skills
  • The confidence to work on your own initiative.
  • The ability to work shift patterns including evening and weekend work

Our benefits:

 

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:

  • 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.
  • 75% discount with other Train Operating Companies - after 2 years with us, you’ll also get discounted travel on many other rail services in the UK and Europe.
  • Defined Benefit Pension Scheme - you’ll rarely find a pension as good as a Northern pension, and we top up your pension with a generous 1.5 times your contribution.
  • Maternity and Paternity Benefits - we go above and beyond the standard, and mums can enjoy 9 months’ maternity leave on full pay while dads can make the most of 2 weeks’ paternity leave on full pay.
  • 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.

 

Please note that Northern reserves the right to close recruitment for this role before the published closing date, if high volumes of applications are received.

 

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.