Customer Service Assistant

Is providing excellent Customer Service ‘Your Thing’?
We are looking for a Customer Service Assistant to support our customers as they travel through our stations.
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 yours. Make it easy. Make it happen. These are our values.
Ready to make them yours? Join us on this journey.
About the role:
As a Customer Service Assistant at Northern, you'll serve as the primary point of contact for our customers, ensuring they receive exceptional support and information. You'll be offering guidance on journey planning, delays, selling tickets, and maintaining station safety and appearance.
If this sounds like your thing, we'd love to hear from you.
About you:
We're seeking individuals who thrive on making a tangible difference in the lives of millions. To excel in this role, you should possess:
Dedication to Customer Service: Demonstrated commitment to delivering outstanding Customer Service.
Communication Skills: Excellent written and verbal communication abilities.
IT Proficiency: Comfortable in using IT and able to learn new systems quickly and confidently.
Initiative: Confidence and capability to work independently.
This role will require working shifts. At Hexham, there is a two shift rotation roster (AMs and PMs) from Monday - Saturday. Sunday is a non working day.
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.
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.

Proud member of the Disability Confident employer scheme