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SalaryBUSINESS FUNCTION: Customer & Commercial
GRADE: Customer Relations Supervisor
SALARY: £28,750 per annum
ROLE TYPE: Hybrid
HOURS: 36 per week
Is supporting the needs of your team and demonstrating excellent customer service ‘Your Thing’?
We are looking for a resilient and hardworking individual to join the Customer Experience centre as as Customer Relations Supervisor.
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 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. As well as dealing with vulnerable customers to demonstrate resilience to resolve any escalations that could occur at our Stations and on Trains via our Code Red escalation process. So you’ll need to ensure the customer is your top priority, ensuring welfare isn’t compromised 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.
If this sounds like your thing, we’d love to hear from you.
Key responsibilities:
The role of Customer Relations Supervisor is a varied and challenging. Here is a taste of what your day-to-day activities could include:
- 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:
As the Customer Relations Supervisor, 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
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 flexibility.
- 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.
- 75% discount with other Train Operating Companies - after 2 years with us, you’ll also get discounted travel on many other rail services in the UK and Europe.
- Defined Benefit Pension Scheme - you’ll rarely find a pension as good as a Northern pension, and we top up your pension with a generous 1.5 times your contribution.
- Maternity and Paternity Benefits - we go above and beyond the standard, and mums can enjoy 9 months’ maternity leave on full pay while dads can make the most of 2 weeks’ paternity leave on full pay.
- 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.
Please note that Northern reserves the right to close recruitment for this role before the published closing date if high volumes of applications are received.
However, if you miss the application window for this particular role, please keep checking back for other opportunities. We are always on the lookout for great people to join the Northern Team!
We’re an equal opportunities employer and a promoter of diversity and inclusion in the workplace. We encourage and welcome applications from candidates from all backgrounds, regardless of gender, sex, ethnicity, race, religion, education, socioeconomic background, disability, or sexual orientation.
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.
