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Customer Relations Advisor

Function: Customer Experience

Grade: Customer Relations Advisor

Salary: £16,608 per annum

Location: Sheffield

Role Type: Part Time

At Northern, we aim to develop and champion excellence in not only our services but also our people. We have the opportunity for a Customer Relations Advisor to join our Customer Experience Team, to provide support and guidance to the team, when dealing with customer related queries.

As a Customer Relations Advisor, you’ll play a critical role in supporting Northern customers with a wide variety of queries and complaints via telephone, email, post, chat, and Web; offering resolutions to ensure customer satisfaction is the top priority. In this customer centric role, you will be proactive with handling on-the-job calls and queries from customers situated at our stations, lifts, and our new accessible toilets. You’ll handle sensitive and important information, so it is key that you ensure complaints and queries are recorded accurately on our CRM system.

You’ll liaise and work with other areas of the business including operations, debt recovery and prosecutions, and retail to provide customer resolution to the complaints and queries we receive. As well as working closely with the Northern control team and the wider operation to ensure safe operation of the railway.

You will also be assisting customers with refund requests, reviewing, and processing delay repay compensation claims to ensure customers receive compensation for delayed services, Retail assistance including Video TVM’s, ticket fulfilment and assisted travel bookings, ensuring customer welfare is prioritised and customer satisfaction is obtained.

Based at our Sheffield Customer Experience Centre, you’ll work a varied shift pattern across a 7 day week.

Role Responsibilities

Your main duties include but not limited to:

• Provide general advice and information to customers.
• Processing customer refunds and liaise with Web sales to resolve customer issues.
• Assist with travel bookings for customers with disabilities, ensuring the facilities and service of the customers intended travel are fit for purpose and providing replacement transport where issues are identified. Proactive customer contact when known issues are identified that will impact the provision of assisted travel.
• Use STAR DESKTOP and support our corporate sales team with ticket fulfilment, delivery queries and refunds.
• Responding to Ombudsman escalation’s ensuring compliance to achieve customer resolution.
• Accurate recording of accidents and damaged property, ensuring appropriate paperwork is completed and passed to health and safety and insurers for further investigation and claim handling reasons.
• Respond and handle a wide variety of queries and complaint via multiple work streams

About You

In this role you should be able to demonstrate the following skills, abilities, behaviours, and attitude:

• Highly organized and analytical individual
• Competent and comfortable with CRM systems
• Experience working in a customer service Team environment
• Experience of working in a fast-paced multi skilled Customer experience environment including complaint handling role – preferably shared services
• Ability to build strong relationships with key stakeholders and other operational areas within Northern and externally.
• Excellent written English
• Ability to manage own time and prioritise workloads to ensure SLA achievement
• Ability to remain calm under pressure, when dealing with sensitive situations from Help Points, Lifts and accessible toilets
• Experience of working as part of a larger team and working remotely using your own initiative

You'll also need to share our values, too. They reflect what's important to the way we work, which means we look for the same in everyone who joins us...

Make it yours - We're proud to be who we are. We don't hide our personality, we let it shine and bring our best every day.

Make it easy - Who likes complicated? We keep things simple, help each other out, and always find solutions.

Make it happen - We get the job done. Our expertise and knowledge mean we see things through

In return you’ll have the opportunity for career progression in not only our Customer Experience centre, but the entire Northern network.

Our Benefits Package

By working as part of the Northern team, you will receive the following benefits:

• 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.
• A generous holiday entitlement - our incredibly generous holiday entitlements can help you feel like you can get away too.
• Exclusive benefits with Northern Perks - enjoy retail discounts, instant vouchers, cashback, wellbeing support and much more.

Plus, many more.

About Northern

At Northern, we play a vital role across the North by providing a reliable and friendly train service that helps hundreds of thousands of people to go do their thing. That's over 2,000 services every day, travelling to over 500 destinations.

We're here to make a positive impact for the North. And that means building a different kind of workplace. One that values individuality and celebrates differences. Somewhere we can work together, have fun, and do whatever it takes to make our customers’ lives easier. A place that encourages everyone to learn, grow and develop so we can all be our best every single day.

So, if you’re smart, forward thinking, passionate and full of fresh ideas like we are, you could play your part in making it happen.

We’re an equal opportunities employer and a promoter of diversity and inclusion in the workplace.

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.

Our Selection Process

Our selection processes are designed to make joining Northern as smooth as possible, it not only provides us with the information we need to decide whether you’re the right person to deliver a great service to our customers, but also to make sure we’re also the right team for you.

Your on-line application

The first thing you need to do is complete our online application form and tell us a little bit more about yourself.

Once we have all your details, we will be back in touch to let you know what to expect.

Important: Northern reserves the right to close the advert before the published closing date if high volumes of applications are received. In this situation partially completed applications will not be progressed forward or given extra time to complete.