Customer Service Assistant Job Vacancy at Northern Rail

Customer Service Assistant

We are looking for a customer-focused individual to become a part of our Station Teams as a Customer Relations Assistant. As the face of Northern, our customer relations team ensures passengers receive the information and assistance they require at all times.

Location: Gatley Train Station
Closing Date: 12/12/2024
Closing Time: 23:59

What you’ll be doing…

You’ll play a pivotal role in delivering exceptional customer service at our stations. Your primary responsibility will be to cater to the needs of passengers, offering them guidance and support as they navigate through our stations and travel on our trains.

In this role, you’ll provide practical advice about journey times, delays, tickets, fares, and reservations while maintaining the station’s safety and appearance. You’ll also lead by example and offer frontline support to station colleagues when faced with challenging or complex customer inquiries.

If you’re passionate about making a real impact on the daily lives of millions of people, we’d love to hear from you.

What the role entails:

No two days are the same. Below is a snapshot of what your daily responsibilities might include:

• Customer Service: Ensuring promotional notices and publications are up-to-date and available for customers when requested. Processing and approving refunds.
• Financial Management: Handling cash and credits, maintaining accurate daily station balances, and preparing cash for banking.
• Compliance: Monitoring and implementing internal procedures to uphold company and industry standards.
• Service Disruption: Providing frontline support during service disruptions to minimize inconvenience for customers.
• Inventory Management: Managing the ordering and distribution of tickets, store items, and leaflets.

What we’re looking for:

• A genuine passion for and experience in delivering excellent customer service.
• Strong written and verbal communication skills.
• Proficiency in IT systems.
• Confidence in working independently.
• Flexibility to work shifts, including evenings and weekends.
• The ability to pass a medical evaluation as part of the recruitment process.

The Benefits of Joining Us

We value our employees and recognize their hard work with a benefits package designed to impress. Here’s what you can look forward to:

• Free Travel on Northern Services: Employees, along with their partners/spouses and dependents, enjoy free travel across our entire network (eligibility criteria apply).
• 75% Discount with Other Train Operating Companies: After two years with us, you’ll qualify for discounted travel on numerous other UK and European rail services.
• Defined Benefit Pension Scheme: Enjoy one of the best pensions available, with Northern contributing 1.5 times your contribution.
• Maternity and Paternity Benefits: Mothers receive nine months of full pay for maternity leave, and fathers can enjoy two weeks of full paternity pay.
• Employee Assistance Programme: Access 24/7 support for a range of topics, from family concerns to lifestyle advice.
• Northern Perks: Enjoy exclusive discounts, cashback, instant vouchers, and wellbeing support.
• Starting Salary: £23,970 after completing probation.

About Northern

Northern connects millions of people and communities across the North every day. With 2,500 trains running daily, we bring people closer to jobs, loved ones, and the unique charm of the North.

We are transforming rail travel, enhancing both onboard experiences and station services. With customers at the center of what we do, we are focused on improving performance and creating a seamless travel experience.

Our vision includes driving economic growth and fostering sustainable development for Northern communities. Our commitment to the environment reflects our goal to reduce impact and enhance the surrounding world.

Our Values:

• Make a difference.
• Make it last.
• Make it easy.
• Make it happen.
• Make it yours.

If these values resonate with you, we’d love for you to join our journey.

Important Information

Northern may close recruitment for this role earlier than the published deadline if we receive a high volume of applications. However, if you miss out on this opportunity, please keep an eye out for other vacancies—we’re always looking for talented individuals to join our team.

Northern is proud to be an equal opportunity employer, promoting diversity and inclusion in the workplace. We welcome applications from all backgrounds, regardless of gender, race, religion, disability, sexual orientation, or socioeconomic status.

As a Disability Confident employer, we are dedicated to creating opportunities and making the most of the skills that individuals with disabilities bring to our workforce.