Hybrid Customer Experience Advisor

Northern Trains Limited; Sheffield; Hybrid; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Free Travel

Generous Pension Scheme

Cycle to Work Scheme

Exclusive Discounts

Employee Assistance Programme

Job summary

Northern Trains Limited is looking for a Customer Relations Advisor to join our hybrid team in Sheffield. You’ll handle queries, process Delay Repay claims, and manage complaints across phone, email, web chat, and more.

You’ll work with colleagues across the railway to inform, support, and keep customers safe. You’ll bring experience in customer service, strong written English, and the ability to stay organized in a busy environment.

Qualifications

• Experience in a customer service environment, ideally handling complaints or complex queries.
• Confidence using systems to manage customer information – CRM tools won’t faze you.
• Clear, professional written communication – you can explain things simply and calmly.
• The ability to stay organised and manage your time, even when things get busy.
• A calm, thoughtful approach when dealing with sensitive or high-pressure situations.
• Strong teamwork skills, alongside the confidence to work independently when needed.
• A natural ability to build relationships with colleagues across different teams.

Responsibilities

• Handling customer queries and complaints across multiple channels, from quick questions to more complex cases
• Reviewing and processing Delay Repay claims to ensure customers are fairly compensated
• Managing complaints from start to finish, keeping accurate records and coordinating with teams to resolve
• Supporting customers with refunds, ticket queries and online purchases
• Responding to sensitive situations through Help Points and coordinating with station teams to keep people safe
• Booking assisted travel and ensuring accessibility, with proactive updates if plans change
• Providing video assistance for customers using ticket machines and helping them buy tickets
• Supporting corporate ticket fulfilment and resolving delivery or refund queries
• Responding to escalated cases, including Ombudsman enquiries
• Recording incidents and ensuring information is passed on for investigation
• Assisting with data requests and GDPR compliance processes

Skills

Customer Service

CRM Tools

Written English

Time Management

Teamwork

Multi-channel Communication

Problem Solving

Relationship Building

Tools

CRM systems

Job description

Northern Trains Limited is looking for a Customer Relations Advisor to join our hybrid team in Sheffield. You’ll handle queries, process Delay Repay claims, and manage complaints across phone, email, web chat, and more.

You’ll work with colleagues across the railway to inform, support, and keep customers safe. You’ll bring experience in customer service, strong written English, and the ability to stay organized in a busy environment.