Customer Relations Advisor
About the role:
You will be responsible for delivering the highest level of customer service and customer care to our customers via a multi-channel correspondence based service including those customers who may have additional needs.
We are looking for a positive, calm and robust person to join our friendly team to carry out the Customer Relations Advisor to the highest level. You will need to have excellent written and verbal skills in order to respond to our customers with clarity and have a solution based focus.
You'll need to demonstrate that you can:
*Provide high quality, timely and effective responses and resolutions to first-line customer enquiries and/or complaints, following standard processes, via letter, email, telephone and social media.
*Where appropriate refer queries to a team leader or via other channels for resolution.
*Liaise with other functions around the business for accurate information.
*Ensure balanced approach to claims payments, following agreed guidelines to take into account customer satisfaction vs business cost.
*Update Customer relations database systems and support other processes as required.
*Undertake relevant training and development to support effective performance in the role and ensure up to date product knowledge.
We are transforming… and we are on the lookout for smart, forward thinking and motivated people to join us on our journey. You’ll help us to grow our business during this exciting time, shaping rail travel in the North and providing our customers with a service to be proud of.
If this sounds like you, then you’re in the right place. We’ve got lots of great things planned and we need more like-minded people, contributing fresh ideas, passion and commitment to bring our vision to life. You’ll be joining a business that values its people, where hard work is rewarded, and development and progression ensure we retain and attract the very best talent.
Northern plays a vital role in the north of England by connecting tens of thousands of people to work, leisure, education and more every day. Our aim is to connect people to opportunities by providing a reliable and friendly train service. We have made significant progress since we started but there is much more that we want to achieve.
Benefits and Rewards:
By working as part of the Northern team, you will receive the following benefits:
· Free Travel on Northern services – for you and your family*
· 75% discount on all other Train Operating Companies leisure services*
· Pension Scheme
· A generous holiday entitlement
· Maternity and Paternity Benefits – above the statutory minimum
· Full uniform for frontline facing roles
· Employee Assistance Programme – operating 24/7, giving a wide range of advice, support and useful information for employees
· And many more!
*Terms and conditions apply
Our selection Process:
Our selection processes are designed to make joining Northern as smooth as possible, it not only provides us with the information we need to decide whether you’re the right person to deliver a great service to our customers, but also to make sure we’re also the right team for you.
Your on-line application:
The first thing you need to do is complete our online application form and tell us a little bit more about yourself.
Once we have all your details, we will be back in touch to let you know what to expect.