Senior Customer Service Advisor (Nights)
Gateshead
£32,436 per annum
Full Time, permanent working on a rolling roster of 4 on, 4 off (12 hour shifts 20:00 – 08:00)
Tructyre are a proud part of the Michelin and Euromaster group, and Britain’s leading truck tyre specialist. We provide comprehensive commercial tyre management services to clients nationwide, including maintenance, supply, and 24/7 rapid assistance. Join us and contribute to "De-risking Britain's Fleets."
Tructyre has an exciting opportunity to join our Customer Experience Centre team as a Senior Customer Service Advisor. The Senior Customer Service Advisor will provide high-quality telephone support, handling diverse tasks to meet customer demand effectively and will also be responsible for the overall performance of the night shift team
The role:
- Respond to all incoming calls within the Call Centre as required and create jobs (work requests) with the Tructyre depot network.
- Accurately recording transactions on our IT systems.
- Producing invoices, interacting as required with customer systems and other data sources.
- Follow quality guidelines for both calls and invoices, to ensure that our work meets the necessary standards.
- Updating our internal systems and completing any administration as necessary.
- Managing queries and complaints from customers and colleagues, taking ownership and delivering quick, accurate resolutions.
- Work flexibly to support an operation which runs 24/7 365 days per year.
- Some administrative duties, highlighting the need for attention to detail.
- Handling complaint escalations and managing resolutions.
- Ensuring performance KPI’s are achieved, and coaching carried out with each advisor to improve/maintain performance.
- Productivity is maintained during periods of low call volumes by ensuring administration tasks are carried out.
- 5 Quality calls are marked per advisor each month and coaching provided to the agent on each call.
What we are looking for:
Essential:
- Be able to provide outstanding customer service.
- Set high standards for quality and quantity.
- Good computer literacy and ability to navigate quickly around systems to ensure details are entered accurately and quickly (including Microsoft Excel skills).
- Experience of working in an office environment or other setting with deadline pressures.
- High volume call handling.
- Ability to deliver KPI’s.
Desirable:
- Previously worked in a fast-paced customer service environment.
- Managed customer expectations and demands.
- Worked within agreed service level agreements and key performance indicators.
- Good geographical knowledge and able to use mapping systems.
- Dealt with high volume calls.
- Worked with bespoke IT systems.
- Worked in/knowledge of a call centre ideally in a senior role.
Benefits & Perks:
- 247.5 hours Annual Leave Additional holidays for long service
- A flexible pension scheme, including life assurance
- A health cash plan which includes access to a virtual GP as well as discounts on cinema tickets, high street retailers and gyms
- Employee Assistance Programme (Confidential unlimited 24/7 telephone counselling and support plus up to 8 face-to-face counselling sessions)
- Health and wellbeing program
- Tyre Discount Schemes
- Refer a Friend Scheme
- Company Sick Pay
INDCEC
Job Types: Full-time, Permanent
Pay: £32,436.00 per year
Benefits:
Experience:
- call centre: 1 year (required)
- working in a senior role: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
