Customer Service Assistant – General Purpose Relief at Northern Rail

Customer Service Assistant – General Purpose Relief

Location: Garswood Train Station
Application Deadline: 12/12/2024
Time: 23:59

Do you enjoy assisting people with their questions and concerns?

We are on the lookout for a customer-focused individual to join our Station Teams as a Retail Supervisor. Representing Northern, our Retail Supervisors are dedicated to ensuring our customers receive the guidance and assistance they require.

At Northern, we connect millions across the North every day through 2,500 trains, creating links to jobs, loved ones, and everything the North has to offer.

We are transforming rail travel by enhancing both the onboard and station experience. Customers remain at the core of our operations as we strive to improve performance and redefine convenience in travel.

Our efforts contribute to economic growth and sustainability for the region and its people. We are also committed to reducing environmental impacts and positively influencing our surroundings.

Our values: Make a difference. Make it last. Make it easy. Make it happen. Make it yours.

About the Role

As a Retail Supervisor, you’ll play a vital role in delivering outstanding customer service at our stations. You’ll ensure customers have the support and information they need as they navigate through stations and embark on their journeys.

Your responsibilities will include offering advice on travel times, delays, tickets, fares, and reservations. Additionally, you will help maintain the safety and appearance of the station while providing frontline support to other staff when complex or challenging customer queries arise.

If making a positive impact on the daily lives of millions excites you, we’d love to hear from you.

Key Responsibilities

No two days are alike in this role. Here’s an idea of what your responsibilities might include:

• Customer Service: Keeping promotional materials up-to-date and available on request, along with handling refunds efficiently.
• Financial Management: Overseeing cash and credits, ensuring the station’s financial balance daily, and preparing deposits for the bank.
• Compliance: Implementing and monitoring internal processes to uphold company and industry standards.
• Service Disruption: Coordinating frontline responses during service interruptions to minimize customer inconvenience.
• Inventory Management: Managing ticket stocks, store supplies, and leaflet distribution effectively.

About You

You are proactive, with a proven ability to take the initiative. Your communication skills—both written and verbal—are excellent. You have exceptional organizational abilities, and you thrive in prioritizing and completing tasks efficiently. Your interpersonal skills ensure smooth collaboration with colleagues and positive engagement with customers.

What we’re looking for:

• A genuine passion for delivering exceptional customer service, backed by relevant experience.
• Excellent written and verbal communication abilities.
• Strong IT proficiency.
• Confidence in working independently.
• Willingness to work shifts, including evenings and weekends.

Our Benefits

We value and reward hard work, offering a benefits package we’re confident you’ll love:

• Free Travel on Northern services for you, your spouse/partner, and dependents across the entire network (eligibility criteria apply).
• 75% Discount on other Train Operating Companies’ services after two years, applicable across the UK and Europe.
• Defined Benefit Pension Scheme where Northern contributes 1.5 times your contribution, offering rare value.
• Enhanced Maternity and Paternity Leave: Full pay for 9 months for mothers and 2 weeks for fathers.
• Employee Assistance Programme: Access 24/7 advice and support on various topics, from family matters to lifestyle concerns.
• Northern Perks: Enjoy exclusive retail discounts, instant vouchers, cashback, and wellbeing resources.

Additional Information

Please note, Northern reserves the right to close this recruitment process before the specified deadline if a high volume of applications is received.

Missed this opportunity? Keep an eye out for other roles—we’re always eager to welcome talented individuals to the Northern team!

We are committed to equality, diversity, and inclusion. We welcome applications from all backgrounds, regardless of gender, ethnicity, religion, disability, or sexual orientation.

As a Disability Confident employer, we ensure equal opportunities for disabled candidates to showcase their talents.