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