Customer Relations Advisor

6 months ago

Sheffield, United Kingdom Northern Trains Full time

**BUSINESS FUNCTION**:Customer & Commercial

**GRADE**:Customer Relations Advisor

**SALARY**:£23,250 per annum

**ROLE TYPE**: Hybrid

**HOURS**:35 per week

**Is excellent customer care and satisfaction ‘Your Thing’?**

We're seeking dynamic, empathetic, proactive, and communicative individuals who are passionate about delivering top-notch customer experiences, to join our Customer Experience Centre in Sheffield.

At Northern, we play a vital role connecting millions of people to work, leisure and education opportunities.

We operate 2,500 services a day to more than 500 stations across the North of England. But our vision is about more than just train travel. It’s about setting a new standard for customer experiences. And that means building a different kind of workplace. One that values individuality and celebrates differences. Somewhere we can work together, have fun, and get stuck in to making our customers’ lives easier. A place that goes out of its way to create incredible opportunities for everyone to grow and be the best we can be every single day.

So, if you’re smart, forward thinking, passionate and full of fresh ideas like we are, you could play your part in making it happen.

**About the role**:
With tens of thousands of people using Northern services on a daily basis to travel from one destination to another, it’s important that we can support Northern customers whenever they have query or concern.

Customer queries and concerns will range from refund requests, delay repay compensation claims, Ticketing Vendor Machine issues, ticket fulfilment and assisted travel bookings. So you’ll need to ensure the customer is your top priority, ensuring welfare isn’t compromise and customer satisfaction is obtained.

No two days are the same in the Customer Experience Centre and the issues that get raised will require you to work effectively and efficiently with other areas of the business such as, operations, control, debt recovery and prosecutions, and retail. Collaboratively, you’ll ensure to ensure the safe operation of the railway, placing the customer at the heart of Northern Travel.

If this sounds like your thing, we’d love to hear from you.

**Key responsibilities**:
Welcome to the dynamic world of a Customer Relations Advisor, where each day presents new challenges and rewards, such as:

- Provide general advice and information to customers.
- Processing customer refunds and liaise with Web sales to resolve customer issues.
- Assist with travel bookings for customers with disabilities, ensuring the facilities and service of the customers intended travel are fit for purpose and providing replacement transport where issues are identified. Proactive customer contact when known issues are identified that will impact the provision of assisted travel.
- Use STAR DESKTOP and support our corporate sales team with ticket fulfilment, delivery queries and refunds.
- Responding to Ombudsman escalation’s ensuring compliance to achieve customer resolution.
- Accurate recording of accidents and damaged property, ensuring appropriate paperwork is completed and passed to health and safety and insurers for further investigation and claim handling reasons.
- Respond and handle a wide variety of queries and complaint via multiple work streams.

**About you**:
You’ll possess exceptional communication and interpersonal skills, coupled with a customer-centric mindset. You’ll be proactive, empathetic and adept at problem-solving, ensuring a seamless and delightful customer experience. Experience in customer relations is a plus, but the most important qualities you’ll have are a positive attitude and a dedication to providing exceptional customer service.

We’re also looking for the following:

- Highly organised and analytical individual.
- Competent and comfortable with CRM systems.
- Experience working in a customer service Team environment - desirable.
- Experience of working in a fast-paced multi skilled Customer experience environment including complaint handling role - preferably shared services -desirable.
- Ability to build strong relationships with key stakeholders and other operational areas within Northern and externally.
- Excellent written English.
- Ability to manage own time and prioritise workloads to ensure SLA achievement.
- Ability to remain calm under pressure, when dealing with sensitive situations from Help Points, Lifts and accessible toilets.
- Experience of working as part of a larger team and working remotely using your own initiative.

**Our Benefits**:
Because we value our people and reward hard work, we’ve created a benefits package that we think you’ll love. So, you’ll be able to make the most of:

- Opportunities to progress and grow - including comprehensive training schemes and a range of online learning courses.
- Agile working for non-train crew - many of our roles can now be based at both home and the office, which is great if you are looking for

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