Customer Relations Assistant

Job Title

Customer Relations Assistant

Business Function

Customer & Commercial - Stations

Grade

RSA

Role Type

Customer Service

Location

Lea Green

Hours

Full Time

Salary

£23,970 during your first 6 months of training, then rises to £29,159, plus aggregation/IUP allowance (where applicable), plus overtime opportunities.

Are you passionate about people and love helping others? We're on the lookout for a Customer Relations Assistant at Lea Green to join our dedicated Station Teams across the West Region.

As the face of Northern, you'll provide essential support and information to our customers, ensuring their journey is smooth from start to finish.

If you thrive in a role where every day is different, love solving problems, and enjoy being part of a friendly and supportive team - we'd love to hear from you!

What You'll Be Doing

• Be the go to person for customer advice on journey times, service delays, tickets, fares, and reservations.
• Ensure our stations remain safe, clean, and welcoming at all times.
• Ticket sales and issuing.
• Handle challenging or complex customer queries with confidence and care.
• Maintain compliance through internal checks and procedures.
• Passenger assistance support.
• Oversee ticketing, stores, and leaflet stock levels.
• Manage station finances, including cash handling and preparing for banking.
• Provide vital support during service disruption to minimize customer impact.
• Ensure all station promotional materials are accurate and up to date.

About You

• Genuine passion for delivering exceptional customer service.
• Excellent communication skills, both written and verbal.
• Strong IT literacy and the ability to learn new systems.
• Confidence to work independently and handle responsibility.
• Willingness to work shifts, including evenings and weekends, with flexibility around rosters that can change up to 48 hours prior (including location).

Benefits

• 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: 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 plug in 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: Tailored training to colleagues and opportunities to gain recognised qualifications, plus enhanced career pathways any part of the business you're in.
• Recognition: Northern Lights and Northern Sparks Awards recognising and celebrating brilliance every day.

We may close this role early if we receive high volumes of applications, so don't delay - apply today!

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.