BUSINESS FUNCTION: Customer & Commercial
SALARY: c£36,804/Grade ML1/SB1
ROLE TYPE: Permanent
LOCATION: Sheffield
HOURS: 36 per week (Shift patterns below)
Great service doesn’t happen by accident. It’s shaped by the people who lead it.
As part of our Customer Experience team, you’d take the lead in making sure every customer interaction – from quick queries to complex complaints – is handled with care, clarity and consistency. You’ll be guiding a team that sits right at the heart of Northern, helping customers when they need it most and protecting the trust they place in us every day.
This is a role where leadership meets impact. You’ll coach and support your team, work closely with colleagues across the business, and keep performance on track – even when the railway is at its busiest.
What you’ll be doing
You’ll set the tone, keep things moving, and make sure both customers and colleagues are supported:
- Leading, motivating and developing a team of Customer Relations Advisors and a Supervisor to deliver a consistently high standard of service
- Acting as duty manager, overseeing a wider operation and ensuring service levels and productivity stay on track
- Managing performance through regular coaching, feedback and development planning
- Setting clear objectives and supporting your team to achieve them
- Handling complex and escalated complaints, making balanced decisions that protect both the customer experience and the Northern brand
- Overseeing customer welfare and “closing the loop” – proactively contacting customers following incidents or poor experiences
- Ensuring all customer interactions are recorded accurately and meet required standards
- Delivering departmental targets and key performance indicators (KPIs) across all contact channels
- Overseeing Delay Repay audits and maintaining strong financial controls
- Identifying trends, challenging existing processes and driving improvements to enhance customer experience and efficiency
- Building strong relationships with teams across Northern and with external stakeholders
- Supporting wider business initiatives and contributing to continuous improvement projects
Our Managers work a 5-day week including 1 weekend day. We have a hybrid approach with 3 days a week in the contact centre and 2 days from home (this will always include the weekend day). We have a range of fixed shift patterns which will need to be filled ranging from: 6am - 2pm/10am - 6pm and 3pm - 11pm
About you
You know how to bring out the best in people – and how to keep customers at the centre of every decision.
Here’s what you’ll bring to the role:
- Experience leading teams in a fast-paced, multi-channel customer environment
- A strong track record of coaching, developing and motivating others to deliver great results
- Confidence handling complex complaints and making sound, fair decisions
- A clear understanding of customer service processes – from complaints and compensation to assisted travel and refunds
- Strong organisational skills, with the ability to balance priorities and meet deadlines
- The ability to think strategically, spot opportunities and drive meaningful change
- A calm, measured approach when things get challenging
- Excellent communication skills – you can explain complex issues simply, to a wide range of people
- Confidence using systems and data to monitor performance and identify improvements
If you enjoy leading from the front, solving problems and shaping how a service feels to customers, this role gives you the space to do just that.
What’s in it for you?
At Northern, we don’t just value our people - we go the extra mile to support them. Here’s a taste of what you can look forward to:
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.
Why Northern?
We’re more than just a train operator. We’re the heartbeat of the North – connecting communities, creating opportunities, and driving sustainable growth. With 2,650 trains running daily, we’re on a mission to improve rail travel and enhance the customer experience while protecting the environment.
Back in 1825, the first passenger train set off in the North of England, beginning a journey that would transform travel across the world. We’ve recently celebrated 200 years of the modern railway and, as we reflect on that legacy, our focus is now on the future as Great British Rail takes shape. Join us at this pivotal moment in rail history and play your part in our journey.
A place for everyone
The best journeys happen when everyone feels welcome on board.
At Northern, we don’t just move people from A to B - we’re building a team where everyone feels they belong. Our talent team can make reasonable adjustments to the process if that’s something you need. 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.
We automate parts of our screening process to remove any unconscious bias and to make sure every application is treated fairly. All successful offers will be subject to a DBS check and a medical assessment.
No matter your background, experience, or whether you call it a bap, barm, or cob… there’s a place for you here in the railway.
