BUSINESS FUNCTION: Customer & Commercial GRADE: Customer Relations Advisor SALARY: £27,367 per annum ROLE TYPE: Hybrid HOURS: 36 per week. This vacancy is for the 3pm - 11pm shift. Is excellent customer care and satisfaction ‘Your Thing’? We're seeking dynamic, empathetic, proactive, and communicative individuals who are passionate about delivering top-notch customer experiences, to join our Customer Experience Centre in Sheffield. With tens of thousands of people using Northern's services on a daily basis to travel from one destination to another, it’s important that we can support Northern customers whenever they have query or concern. As a Customer Relations Advisor, you’ll play a vital role in being a point of contact to answer questions and resolve complaints via telephone, email, post, chat and web; offering solutions to ensure customer satisfaction is the top priority. In this customer centric role, you’ll proactively handle on the job enquiries from customer at our stations, lifts and our new accessible toilets, handling sensitive and important information and recording outcomes accurately on our CRM systems. Customer queries and concerns will range from refund requests, delay repay compensation claims, Ticketing Vendor Machine issues, ticket fulfilment and assisted travel bookings. As well as dealing with vulnerable customers to demonstrate resilience to resolve any escalations that could occur at our Stations and on Trains via our Code Red escalation process. So, you’ll need to ensure the customer is your top priority, ensuring welfare isn’t compromised and customer satisfaction is obtained. No two days are the same in the Customer Experience Centre and the issues that get raised will require you to work effectively and efficiently with other areas of the business such as, operations, control, debt recovery and prosecutions, and retail. Collaboratively, you’ll ensure the safe operation of the railway, placing the customer at the heart of Northern Travel. If this sounds like your thing, we’d love to hear from you. Key responsibilities: Welcome to the dynamic world of a Customer Relations Advisor, where each day presents new challenges and rewards, such as: Providing general advice and information to customers Processing customer refunds and liaising with Web sales to resolve customer issues Assisting 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. Using STAR DESKTOP and supporting 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. Responding and handling a wide variety of queries and complaint via multiple work streams About you: As the Customer Relations Advisor, you’ll possess exceptional communication and interpersonal skills, coupled with a customer-centric mindset. You’ll be proactive, empathetic and adept at problem-solving, ensuring a seamless and delightful customer experience. Resilience and flexibility will be something innate in you, as you demonstrate your ability to prioritise your own workload and support the wider team with inbound queries. Experience in customer relations is a plus, but the most important qualities you’ll have are a positive attitude and a dedication to providing exceptional customer service. We’re also looking for the following: Comfortable with communicating predominantly via telephone and email - essential Highly organised and analytical individuals Competent and comfortable with CRM systems Experience working in a Customer Service Team / Contact Centre environment - desirable. Experience of working in a fast-paced multi skilled Customer Service/ Experience environment including complaint handling role – preferably shared services - desirable. 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 As well as being flexible to work to a shift pattern from Monday to Sunday. Selection Process: You may be invited to an initial short telephone screening call; all successful candidates will then be invited to attend an Assessment Day on Thursday 5th December in Sheffield. 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: Opportunities to progress and grow - including comprehensive training schemes and a range of online learning courses. 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 1 year with us, you’ll also get discounted travel on many other rail services in the UK and Europe. Exclusive benefits with Northern Perks - enjoy retail discounts, instant vouchers, cashback, wellbeing support and much more. You can find out more here. About Northern: 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 yours. Make it easy. Make it happen. These are our values. Ready to make them yours? Join us on this journey. 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.