Senior Customer Service Advisor (Nights) - Gateshead

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.

The role

• Respond to all incoming calls within the Call Centre as required and create jobs (work requests) with the Tructyre depot network.
• Accurately record transactions on our IT systems.
• Produce 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.
• Update internal systems and complete any administration as necessary.
• Manage 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.
• Perform some administrative duties, highlighting the need for attention to detail.
• Handle complaint escalations and manage resolutions.
• Ensure performance KPI's are achieved, and coach each advisor to improve/maintain performance.
• Maintain productivity during periods of low call volumes by ensuring administration tasks are carried out.
• Mark 5 quality calls per advisor each month and provide coaching based on each call.

What we are looking for Essential

• 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.
• Handle high volume calls.
• Deliver KPI's.

Desirable

• Previous experience 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.
• Experience in 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 programme
• Tyre Discount Schemes
• Refer a Friend Scheme
• Company Sick Pay