Customer Relations Assistant - Card Production & Admin Team

Location: Newcastle upon Tyne

Become an essential part of our Card Production & Admin Team, where your work helps keep our operations running seamlessly. This role offers the best of both worlds with flexible working arrangements split between home and the office.

You’ll be the first point of contact for our customers, providing clear advice, friendly support, and a consistently high standard of service. If you’re organised, proactive, and passionate about delivering exceptional customer care, we’d love to have you on board.

Typical Day

• Produce smart cards and permits with smooth efficiency.
• Tackle customer enquiries and refunds using the right systems, offering clear answers and solutions.
• Share helpful insights with the Customer Relations team so complaints can be resolved swiftly and sensibly.
• Handle reconciliation and banking tasks with efficiency and accuracy.
• Keep mail moving in and out — because even in a digital world, envelopes still demand attention.
• Manage admin essentials like stock orders and invoices to keep everything running behind the scenes.
• Step in to support the Customer Relations team whenever an extra pair of capable hands is needed.

About You

• You’re educated to NVQ Level 2 or equivalent, with solid GCSEs in Maths and English.
• You bring a good understanding of the public transport network and how different ticketing schemes fit together.
• You communicate clearly and comfortably — whether you’re writing, speaking, or handling calls.
• You’re confident using a wide range of IT systems and pick up new tools quickly.
• You stay organised, manage your workload well, and work independently without losing sight of the bigger picture.
• You have experience working in an office environment and know how to keep things running smoothly.
• You’re used to handling customer enquiries and enjoy helping people find the right answers.

Who we are looking for

You must be able to work collaboratively as part of a team that lives our company values every day supporting each other, delivering exceptional service, and creating a positive, respectful environment for colleagues and customers alike.

As a colleague within Nexus, you will take pride in delivering your best performance, respecting others and working towards team goals through collaboration, agility and embracing learning opportunities.

Our Team

You will join a diverse team who are passionate about the role. There are 10 of us in the team and some of us have worked in the role for years. The great news is, between us we have a fantastic set of knowledge and skills to support each other to get the job done.

About Us

We care for our communities, deliver with trust and accountability, and adapt with innovation. Every journey is designed to be sustainable, inclusive, and customer-focused because when we move forward together, we create a cleaner environment, a stronger economy, and a better future for all.

What we offer

• This is a Monday to Friday job
• You’ll work a 20-hour week
• You’ll be part of a generous pension scheme (Local Government Pension Scheme)
• 28 days annual leave per year (pro rata) plus bank holidays and time off for volunteering too
• Enjoy travelling for free in Tyne and Wear with our enhanced travel benefits for you and your family
• Free or discounted travel with Grand Central, LNER, Lumo, Northern Rail and Trans Pennine Express
• You will have the opportunity to contribute to a health cash plan that will contribute (and dependants if you have them) towards dental costs, optical, and lots more
• Access to our reward app with over 1000 plus high street discounts on groceries, holidays and days out
• We like to grow our own colleagues (not literally of course!), so when you’re ready for the next step in your career, we can help develop you

What to expect at interview

Our selection process includes a structured interview. Interviews will take place week commencing 9 February 2026.

If you believe this is the role for you, please upload your CV and a covering letter explaining how you meet the essential criteria that are found in the Person Specification before 9am on Monday 2 February 2026 by visiting our website