Customer Relations Assistant

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

Benefits offered by this job

Free Travel: Unlimited travel for you,

Pension Scheme: 1.5x top-up

Enhanced family benefits

Cycle to Work Scheme

Electric Car Scheme

Exclusive Discounts

Employee Assistance Programme

Training and Career Development

Northern Lights/Northern Sparks Awards

Job summary

Northern is seeking a Customer Relations Assistant at Reddish North to join our station teams in the Central Region. You will provide essential support and information to customers, ensuring journeys run smoothly from start to finish.

This full-time role requires a passion for service, strong communication, and IT literacy. You’ll work shifts including evenings and weekends, with a guaranteed Sunday rest day when not rostered.

Qualifications

• 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.
• Confidence to work independently and handle responsibility.
• Willingness to work shifts, including evenings and weekends, with flexibility around rosters that can change.
• 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 preparing for banking
• Provide vital support during service disruption to minimise customer impact
• Ensure all station promotional materials are accurate and up to date

Skills

Customer service

Communication skills

IT literacy

Independent worker

Shift flexibility

Teamwork

Job description

Job Title: Customer Relations Assistant

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 North to join our dedicated Station Teams across the Central 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 & 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 minimise customer impact
• Ensure all station promotional materials are accurate and up to date

About you

• 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
• 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)
• Commitment to working as part of a General Purpose Relief (GPR) team - covering multiple stations on your line of route
• A Guaranteed Sunday Rest Day (GPR) - unless rostered to work that day

What’s in it for you?

• 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: 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 a brand new electric 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. Plus enhanced career pathways no matter what part of the business you’re in.
• Recognition: We know how important it is to show how much we appreciate our people. That’s why we have our Northern Lights and Northern Sparks Awards, recognising and celebrating brilliance every day.

Why Northern?

We're more than just a train operator. We're the heartbeat of the North - connecting communities, creating opportunities, and driving sustainable growth. With 2,500 trains running daily, we're on 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're celebrating 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, we don't just move people from A to B - we're building a team where everyone feels they belong. Our talent team can make reasonable adjustments to the process if that's something you need. 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.