Out Of Customer Service Representative

We are recruiting an Out of Hours Customer Service Representative to join our team based in the UK. We offer hybrid working and our office location is Whitley (DN14 0HR
).

The Out of Hours Customer Service Representative (OOH CSR) will be responsible for providing exceptional customer support and addressing enquiries this could be a variety of inbound calls and emails that range from fault reporting to general enquiries.

• Performing call handling and scheduling administrative tasks; including processing targeted number of emails from customers and engineers.
• Ensuring all requests are logged on the Tunstall ERP system with correct and accurate information.
• Ensuring the highest standards of Customer care is delivered every time.
• Investigate existing enquiries via both calls and emails.
• Administrating Customer portals.
• Meet Key Performance Indicators (KPI) targets as set out and agreed with your line manager.
• Handle Customer complaints and escalated complex issues when necessary.
• Work collaboratively with other departments to improve the Customer experience, ensuring smooth collaboration between engineering teams and key stakeholders.
• Coordinating engineer leave requests and creating daily and on-call working rota-based on availability.
• Ensuring at least 85% of requests are responded to within SLA by efficiently and effectively planning the engineer resource and workload.
• Liaising with third parties where subcontract labour is used for specialist work or in remote areas of the UK.
• Assisting with the scheduling of preventative maintenance visits ensuring resource is made available.
• Working through the daily drilldown, reviewing data and investigating delays or issues to resolution.
• Provide reports using the ERP system and Excel to customers and key stakeholders when required.

We are looking for someone with good customer service experience and administrative skills

• Competitive salary,
• Hybrid working,
• Holiday purchase scheme,
• Contributory pension,
• Paid volunteer day to support a cause you are passionate about,
• Enhanced maternity, paternity, adoption and shared parental pay entitlements,
• Healthcare cash plan, including free eye tests,
• Dedicated 24/7 employee benefits platform ‘Verlingue’ that include things like: retail discounts, salary sacrifice options, and health and wellbeing support,
• EAP WeCare service - including a 24/7 online GP and mental health counselling service,
• Boost your learning and growth through access to Linked In learning and a Talent Library with over 800 courses, covering subjects from business skills to project management essentials,
• A warm and welcoming team environment,
• Development and a chance to build a rewarding career.

• A clear, professional and friendly telephone voice.
• Excellent writing skills (for logging call details on systems and sending emails to Customers).
• Active listening.
• Ability to explain information concisely and affectively.

• Customer centric mindset.
• Understanding and acknowledging Customer concerns.
• Staying calm and patient even with difficult Customers.

• Handling different call types, Customers contracts and scenarios.
• Adjusting to changing company policies and procedures.
• Staying calm under pressure managing multiple tasks.

• Maintaining a friendly, professional, and courteous tone with both Customers and colleagues.
• Being confident and reassuring to Customers.
• Remaining professional even in stressful situations.

• Flexible and approachable work manner.
• Ability to work rotating shift patterns Monday – Sunday 07:00 – 19:00.
• Managing calls and emails efficiently,…