Senior Customer Service Advisor

7 months ago

Gateshead, United Kingdom Tructyre Full time

**Senior Customer Service Advisor**

**Gateshead**

**£24,500 per annum**

**Full Time, permanent**

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**:
Tructyre has an exciting opportunity to join our Customer Experience Centre team as a Senior Customer Service Advisor. The Customer Service Advisor will provide a high-quality telephone support, handling diverse tasks to meet customer demand effectively.
- Respond to all incoming calls within the Call Centre as required and creating 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 to resolution.
- 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.
- 7 Quality calls are marked per advisor each month (5 x calls, 2 x invoicing) 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).
- Minimum of 2 years working in a customer service role or other setting with deadline pressures.
- High volume call handling.
- Ability to deliver KPI’s.

**Desirable**:

- Have 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**:

- 264 hours Annual Leave (average 22 days)
- Additional holidays for long service
- A flexible pension scheme, including life assurance
- Medicash 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

**Job Types**: Full-time, Permanent

**Salary**: £24,500.00 per year

**Benefits**:

- Company pension
- Employee discount
- Health & wellbeing programme

Schedule:

- Day shift

**Experience**:

- Customer service: 1 year (required)
- senior/team leader: 1 year (preferred)

Work authorisation:

- United Kingdom (required)

Work Location: In person

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