|Job Type:||Full Time|
Customer Solutions Advisor
£19,500 per annum
At Northern, we play a vital role across the north by providing hundreds of train services every day that connect thousands of people to work, leisure, education and more.
Our vision is more than just train travel it’s to make a positive impact for the north in all we do and for all we serve.
Put simply, we want to set a new standard for customer experience. We’ve introduced an entire fleet of state-of-the-art trains for customers with facilities such as free WiFi, power sockets at every seat and digital screens. We’re building easier and quicker ways to buy tickets - on your phone or tablet, or in person. And we’re more committed than ever to making customer journeys as safe and comfortable as possible.
About the role:
This role requires cover 5 days out of 7 including weekends and the working hours will involve shifts between 7am and 10pm.
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.
In return, you’ll discover brilliant opportunities to grow and progress within Northern. Not to mention amazing perks and benefits like free or discounted rail travel, employee assistance, generous policies and a great pension. We look forward to receiving your application
Important: Northern reserves the right to close the advert before the published closing date, if high volumes of applications are received. In this situation partially completed applications will not be progressed forward or given extra time to complete