Customer Service Assistant

6 months ago

Leeds, United Kingdom Northern Trains Full time

**GRADE**:RSA

**SALARY**:£21,910 rising to £25,761 per annum after 6 months

**ROLE TYPE**:On Site

**HOURS**: 35 per week

**Is being the go to source for customer information ‘Your Thing’?**
- We are seeking a dedicated and effective individual to join the Customer Information Point team. You’ll be passionate about contributing to a dynamic work environment by delivering exceptional customer service to our valued customers.
- Connecting millions of people and communities across the North is our mission. With 2,500 trains a day, we connect people to jobs, friends, family, and the wonders of the North.
- We're improving rail travel, enhancing the experience on board and at stations. Customers are at the heart of our business as we improve performance and create a better way to go.
- We're driving economic value and sustainable growth for the North and its people. Our commitment to the environment means reducing our impact and enhancing the world around us.
- Make a difference. Make it last. Make it easy. Make it happen. Make it yours. These are our values.
- Ready to make them yours? Join us on this journey.

**About the role**:

- As a Customer Service Assistant at the Customer Information Point (CIP), you’ll provide current, accurate and practical advice to customers at our stations. Your primary focus will be on assisting customers with their journey information, providing real time information of potential delays, fares, tickets and promotional offers. As well as answer queries around seat reservations and special requirements.
- You’ll also ensure our porters are available to support the needs of customers requiring passenger assistance. Making sure they are aware of all relevant information needed to provide a high level of customer care and service.
- If this sounds like your thing, we’d love to hear from you.

**Key responsibilities**:

- Working in this role, you can expect your days to be filled with providing excellence customer service. Here is glimpse of what your day-to-day activities could include:

- Providing exceptional customer service at all times
- Offering accurate and timely travel information to customers
- Being a focal point for customer inquiries and assistance
- Maintaining open communication with station staff, customers, and other departments.
- Liaising with Station Team Leaders as needed

**About you**:

- You are a self-driven individual who thrives in a dynamic customer-focused environment. Your strong interpersonal and communication skills allow you to provide impeccable customer service consistently. With a keen eye for detail, you're known for your organised approach to tasks and your ability to work independently. Your commitment to safety and your ability to adapt to change make you an invaluable addition to our team.
- We’re also looking for the following:

- Excellent ability to prioritise
- Be customer focused to high standard
- Be assertive, confident and alert
- Have a high regard for health and safety
- Be able to work to company rules, regulations and standards whilst under pressure
- Be able to work shift patterns including evening and weekend

**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.
- Full Uniform for Frontline Facing Roles - our frontline people are the face of the business, so we provide you with a stylish and high-quality uniform.
- Cycle to Work Scheme - save up to 42% on the cost of a bike, while also spreading your payments throughout the year.
- Free Travel on Northern services - everyone who works at Northern, plus their partners/spouses and dependents, can travel for free right across our full network of services. *Certain eligibility criteria will apply.
- Employee Assistance Programme - advice, support and useful information 24 hours a day, 365 days a year on everything from family issues to lifestyle matters.
- Exclusive benefits with Northern Perks - enjoy retail discounts, instant vouchers, cashback, wellbeing support and much more.

You can find out more here.
- We also have Disability Confident status, which means we’re committed to making the most of the talents that disabled people can bring to the workplace._

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