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
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