Hybrid Multichannel Customer Experience Advisor

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

Benefits offered by this job

Free travel

Pension scheme

Family benefits

Cycle to work

Discounts

EAP

Training & career development

Recognition programs

Job summary

Northern in Sheffield is seeking a Customer Relations Advisor to join our Customer Experience team. The role covers handling queries across phone, email, web chat, and more, with a focus on keeping customers informed and supported.

You’ll contribute to resolving complaints, processing refunds and ensuring accessible journeys. The position is hybrid, with a mix of office and home working, 36 hours per week.

Qualifications

• Experience in a customer service environment, handling complaints or complex queries.
• Confident using systems to manage customer information – CRM tools won’t faze you.
• Clear, professional written communication with calm explanations.
• Ability to stay organised and manage time in busy periods.
• Calm, thoughtful approach in high-pressure situations.
• Strong teamwork skills and ability to work independently when needed.

Responsibilities

• Handle customer queries and complaints across multiple channels.
• Review and process Delay Repay claims for fair compensation.
• Manage complaints end-to-end with accurate records and cross-team collaboration.
• Support customers with refunds, ticket queries and online purchases.
• Provide video assistance for customers using ticket machines.

Skills

Customer service

CRM usage

Written communication

Time management

Tools

CRM systems

Job description

Northern in Sheffield is seeking a Customer Relations Advisor to join our Customer Experience team. The role covers handling queries across phone, email, web chat, and more, with a focus on keeping customers informed and supported.

You’ll contribute to resolving complaints, processing refunds and ensuring accessible journeys. The position is hybrid, with a mix of office and home working, 36 hours per week.