Customer Relations Assistant – General Purpose Relief

Job Title: Customer Relations Assistant – General Purpose Relief

Business Function: Customer & Commercial – Stations

Salary: £23,970 during the first 6 months of training, rising to £29,159 thereafter, plus aggregation/IUP allowance (where applicable), overtime opportunities, and mileage allowance (where applicable)

Grade: RSA

Role Type: Customer Service

Location: Blackpool – covering Poulton, Kirkham & Wesham, Morecambe & St Annes on the Sea

Hours: Full Time

What You’ll Be Doing

• Bethe go-to person for customer advice on journey times, service delays,tickets, fares, and reservations
• Ensureour stations remain safe, clean, and welcoming at all times
• Ticket Sales & Issuing
• Handlechallenging or complex customer queries with confidence and care
• Maintaincompliance through internal checks and procedures
• PassengerAssistance support
• Overseeticketing, stores, and leaflet stock levels
• Managestation finances, including cash handling and preparing for banking
• Providevital support during service disruption to minimise customer impact
• Ensureall station promotional materials are accurate and up to date

About You

• Agenuine passion for delivering exceptional customer service
• Excellentcommunication skills, both written and verbal
• StrongIT literacy and the ability to learn new systems
• Confidenceto work independently and handle responsibility
• Willingnessto work shifts, including evenings and weekends, withflexibility around rosters that can change up to 48 hours prior(including location)
• Commitmentto working as part of a General Purpose Relief (GPR) team —covering multiple stations on your line of route
• A GuaranteedSunday Rest Day (GPR) – unless rostered to work that day

What’s in It For You?

• Free Travel: Unlimited free travel for you, your partner, and your dependents on Northern services. Plus up to 75% discount on other networks in the UK and Europe.
• Generous Pension Scheme: We top up your contributions by 1.5 times.
• Enhanced Family Benefits: We offer 9 months of full pay for maternity leave and 2 weeks for paternity leave.
• Cycle to Work Scheme: Save up to 42% on a bike and spread the cost.
• Electric Car Scheme: Lease a brand new electric or plugin hybrid car.
• Exclusive Discounts: From shopping to wellbeing, Northern Perks has you covered.
• Employee Assistance Programme: 24/7 support for family, lifestyle, and more.
• Training and Career Development: We offer tailored training to our colleagues and opportunities to gain recognised qualifications. Plus enhanced career pathways no matter what part of the business you’re in.
• Recognition: We know how important it is to show how much we appreciate our people. That’s why we have our Northern Lights and Northern Sparks Awards, recognising and celebrating brilliance every day.

A Place for Everyone

We’re also a Level 2 Disability Confident employer, so if you meet the minimum criteria for the role, we’ll always offer an interview. All successful offers will be subject to a DBS check and a medical assessment.

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