Rail Customer Experience Associate

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

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.