About the Role:
Do you love being the go-to person when someone needs help? As a Customer Happiness Hero, you’ll be at the heart of Northern Rail’s Customer Experience Centre, helping passengers with everything from travel queries to refunds. Whether you’re responding to an email, handling a call, or solving an issue in real-time, you’ll be the superhero who makes travel stress-free for customers.

In this fast-paced role, you’ll handle a wide variety of queries, from booking travel for customers with disabilities to managing complaints and finding solutions. No two days will ever be the same, and you’ll be working with teams across Northern to ensure every customer’s journey is smooth and memorable.

What You’ll Be Doing:

• Be the problem-solver: Handle queries across multiple channels—calls, emails, and chats—and make sure every customer feels supported.
• Sort it all out: Process refunds, manage travel bookings, and resolve ticketing and delay compensation claims like a pro.
• Champion accessibility: Help customers with disabilities by booking assisted travel and making sure their needs are met.
• Stay cool in Code Red: Handle escalated issues from stations, help points, and accessible facilities with professionalism and empathy.
• Collaborate like a boss: Work with teams across operations, control, and retail to tackle customer problems together.
• Keep it precise: Log all issues accurately on CRM systems and ensure important incidents are reported correctly.

Why This Role Matters:
Every day, Northern Rail connects thousands of people to jobs, friends, family, and new adventures. As a Customer Happiness Hero, you’re the bridge between passengers and a great experience. From calming worried travellers to making sure every detail is right, you’ll be the reason people love Northern.

Who You Are:
You’re a people person through and through. You love helping others and know how to stay cool under pressure. Here’s what makes you stand out:

• Master communicator: You’re a natural on the phone, quick on email, and a great listener.
• Organised and on it: Juggling priorities? No problem—you know how to stay on top of things.
• Tech-savvy: You’re comfortable with CRM systems and always eager to learn new tools.
• Resilient and calm: Even in stressful situations, you’re the person everyone can count on to stay focused.
• Customer-focused: You genuinely care about making things better for others and aren’t satisfied until the problem is solved.
• Team player with solo superpowers: You love working with a team but can handle things on your own, too.

Why You Should Join Us:
At Northern Rail, we’re not just about trains—we’re about connecting people and communities across the North. Your role will directly impact passengers’ experiences, turning challenges into solutions and making journeys smoother. So, if you’re ready to make a difference and join a team that’s passionate about customer care, we’d love to hear from you!