Customer Relations Supervisor

3 weeks ago

Sheffield, United Kingdom Northern Trains Full time

**Customer Relations Supervisor**

**Function**: Customer Experience

**Grade**: Customer Relations Supervisor

**Salary**: £27,000 per annum

**Location**: Sheffield

**Role Type**: Full Time

At Northern, we aim to develop and champion excellence in not only our services but also our people. We have the opportunity for a **Customer Relations Supervisor **to join our Customer Experience Team, to provide support and guidance to the team, when dealing with customer related queries.

As a Customer Relations Supervisor, you’ll play a critical role in supporting the wider customer experience team in dealing with escalated complaints via multiple work streams. You’ll provide guidance on customer complaints, whilst also handling and investigating your own complex queries, ensuring the customer is at the heart of what we do, and business reputation is maintained.

In this customer centric role, customer satisfaction will be a top priority. You’ll lead by example and proactively contact customers who have expressed dissatisfaction via our customer satisfaction survey or have had an incident at our stations; ensuring customer welfare is prioritised and customer satisfaction is obtained.

You’ll also play a part in ensuring the KPI’s are achieved, and the Customer Relations Advisors productivity is to a high standard. You’ll also support the management team with duty manager responsibilities.

Based in Sheffield, you’ll be supported by a team of Supervisors and report directly to Customer Relations Manager.

**Role Responsibilities**

Your main duties include but not limited to:

- Accurately record complaints in the CRM system
- Appropriately investigate queries raised, liaising with other areas of the business to provide customer resolution to complaints.
- Handling sensitive calls from Help Points, Lift entrapments and disabled toilets whilst liaising with station teams and Northern control to ensure the safe operation of the railway.
- Assist with travel bookings for customers with disabilities; ensure facilities and service of the customers intended travel are fit for purpose; provide replacement transport where issues are identified.
- Proactive customer contact when known issues are identified that will impact the provision of assisted travel.
- 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.
- Facilitating and supporting FOI process and ensuring GDPR compliance and the right to be forgotten process.
- Proactively manage the customer welfare and closing the loop process by proactively contacting customers and case managing sensitive issues to resolution.
- Delay Repay auditing and approval of batch files in line with CEC process and financial controls

**About You**

In this role you should be able to demonstrate the following skills, abilities, behaviours, and attitude:

- Highly organised and analytical individual
- Competent and comfortable with CRM systems
- Experience working in a Customer service Team environment
- Experience of working in a fast-paced multi skilled Customer experience environment including complaint handling role - preferably shared services
- 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
- Experience of supervising a customer service operation ensuring SLA achievement
- Excellent problem solving with a key customer focus
- Ability to interpret trends, issues and potential gaps impacting agent performance to drive customer satisfaction
- Able to lead by example

You'll also need to share our values, too. They reflect what's important to the way we work, which means we look for the same in everyone who joins us...

**Make it yours** - We're proud to be who we are. We don't hide our personality, we let it shine and bring our best every day.

**Make it easy** - Who likes complicated? We keep things simple, help each other out, and always find solutions.

**Make it happen** - We get the job done. Our expertise and knowledge mean we see things through

In return you’ll have the opportunity for career progression in not only our Customer Experience centre, but the entire Northern network.

**Our Benefits Package**

By working as part of the Northern team, you will receive the following benefits:

- Free Travel on Northern services - everyone who works at Northern, plus their partners/spouses and dependents, can travel for free right across o

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