Customer Relations Assistant
Your Journey, Our Commitment— Are you passionate about people and love helping others? We’re on the lookout for a Customer Relations Assistant to join our dedicated Station Teams. Please note, this vacancy is a talent pool exercise, so you may not be offered a role on the day.
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.
* Handle challenging or complex customer queries with confidence and care.
* Support frontline staff across multiple station locations as a General Purpose Relief (GPR) team member.
* Maintain compliance through internal checks and procedures.
* Provide 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 minimise customer impact.
* Ensure all station promotional materials are accurate and up to date.
What We’re Looking For
* A genuine passion for delivering exceptional customer service.
* Excellent communication skills, both written and verbal.
* Strong IT literacy and the ability to learn new systems.
Your Pay & Perks
* £23,970 during your first 6 months of training.
* After training, your base salary increases to £28,200.
* Plus aggregation allowance of 16.25% (paid from Day 1 of training). 🎉
* Plus overtime opportunities.
* Plus mileage allowance (where applicable).
Benefits You’ll Love
* Free travel for you, your partner/spouse, and dependents on Northern services.
* 75% off travel with other Train Operating Companies (after 2 years).
* Defined Benefit Pension Scheme — Northern contributes 1.5x your input.
* Enhanced Maternity & Paternity Pay – 9 months full pay for maternity and 2 weeks full pay for paternity.
* Employee Assistance Programme – 24/7 support for you and your family.
* Northern Perks – discounts, instant vouchers, cashback, wellbeing support, and more.
About Northern – We run over 2,500 services a day, connecting millions across the North to friends, family, work, and leisure. We’re committed to improving journeys, investing in our people, and protecting the environment. Our values say it all: Make a difference. Make it last. Make it easy. Make it happen. Make it yours.
We may close this role early if we receive high volumes of applications, so don’t delay — apply today!
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.
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