Customer Relations Assistant

Northern Trains Limited; Stockport; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Free Travel

Pension

Family Benefits

Cycle to Work

Electric Car

Discounts

EAP

Training and Career Development

Recognition

Job summary

Northern Trains Limited is seeking a Customer Relations Assistant in the Reddish North area to support station teams across the Central Region. You will be the face of the railway, helping customers with journeys and information to ensure smooth travel from start to finish.

You’ll join a friendly, supportive team, handling tickets, promoting safety and cleanliness, and assisting during service disruptions. The role requires flexibility with shifts and weekend work.

Qualifications

• Excellent communication skills, both written and verbal.
• Strong IT literacy and the ability to learn new systems.
• Confident 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).
• Commitment to working as part of a General Purpose Relief (GPR) team.
• A Guaranteed Sunday Rest Day (GPR) – unless rostered to work that day.

Responsibilities

• 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 & 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 banking preparation.
• Provide vital support during service disruption to minimise customer impact.
• Ensure all station promotional materials are accurate and up to date.

Skills

Communication

IT literacy

Independence

Shift flexibility

GPR commitment

Sunday rest

Job description

BUSINESS FUNCTION: Customer & Commercial - Stations

SALARY: £23,970 during your first 6 months of training, this will then rise to £29,159,IUP Allowance (Where Applicable),Plus overtime opportunities

Grade: RSA

ROLE TYPE: Customer Service

LOCATION: Reddish North

HOURS:Full Time

Are you passionate about people and love helping others?We’re on the lookout for a Customer Relations Assistant at Reddish Northto joinour dedicated Station Teams across the Central Region.

As the faceof Northern, you'll provide essential support and information to ourcustomers, ensuring their journey is smooth from start to finish.

If you thrive in a role where every day is different, lovesolving problems, and enjoy being part of a friendly and supportive team — we’dlove to hear from you!

What You’ll Be Doing

• Bethe go-to person for customer advice on journey times, service delays,tickets, fares, and reservations
• Ensureour stations remain safe, clean, and welcoming at all times
• Ticket Sales & Issuing
• Handlechallenging or complex customer queries with confidence and care
• Maintaincompliance through internal checks and procedures
• PassengerAssistance support
• Overseeticketing, stores, and leaflet stock levels
• Managestation finances, including cash handling and preparing for banking
• Providevital support during service disruption to minimise customer impact
• Ensureall station promotional materials are accurate and up to date

About you

• Excellentcommunication skills, both written and verbal
• StrongIT literacy and the ability to learn new systems
• Confidenceto work independently and handle responsibility
• Willingnessto work shifts, including evenings and weekends, withflexibility around rosters that can change up to 48 hours prior(including location)
• Commitmentto working as part of a General Purpose Relief (GPR) team —covering multiple stations on your line of route
• A GuaranteedSunday Rest Day (GPR) – unless rostered to work that day

What’sin it for you?

At Northern, wedon’tjust value our people-we go the extra mile to support them.Here’sa taste of what you can look forward to:

• Free Travel:Unlimited free travel for you, your partner, and your dependents on Northern services.Plusup to75% discount on other networks in the UK and Europe.
• Generous Pension Scheme:We top up your contributions by 1.5 times.
• Enhanced Family Benefits:We offer 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 abrand newelectric or plugin 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:We offer tailored training to our colleagues and opportunities to gain recognised qualifications.Plusenhanced career pathways no matter what part of the businessyou’rein.
• Recognition:We know how important it is to show how much we appreciate our people.That’swhy we have our Northern Lights and Northern Sparks Awards, recognising and celebrating brilliance every day.

Job Title: Customer Relations Assistant

Why Northern?We’remore than just a train operator.We’rethe heartbeat of the North - connecting communities, creating opportunities, and driving sustainable growth. With 2,500 trains running daily,we’reon a mission to improve rail travel and enhance the customer experience while protecting the environment. Back in 1825, the first passenger train set off in the North of England, after which rail quickly spread across the globe - and this year,we’recelebrating 200 years of the modern railway. As we look back on the historic events that led us here, we also look towards the future as we move into the era of Great British Rail.Join us at this pivotal moment in rail history and play your part in our journey.

A place for everyone The best journeys happen when everyone feels welcome on board. At Northern, wedon’tjust move people from A to B -we’rebuilding a teamwhere everyone feels they belong. Ourtalentteam can make reasonable adjustments to the process ifthat’ssomething you need.We'realso a Level 2 Disability Confident employer, so if you meet theminimumcriteriafor the role,we’llalways 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 aDBS check anda medical assessment. No matter your background, experience, or whether you call it a bap,barm, or cob…there’sa place for you here in the railway.