We are looking to recruit a Customer Support Officer to join our Customer Satisfaction Centre (CSC) team on a permanent basis. This is a part time position, working 3pm-7pm Monday to Friday. We also offer a hybrid working pattern. This role will be based at our Whitley office (DN14 0HR).

Main Purpose of Role:

The Customer Support Officer takes a variety of incoming calls ranging from fault reports to general enquiries. It is their responsibility to handle these calls in a timely and professional manner, bringing the calls to a successful conclusion in line with the Customer Satisfaction Centre’s key performance indicator targets, processes and procedures.

The Ideal candidate:

To be successful in this role we re looking for someone with experience of working in a busy customer support capacity and collaborating with stakeholders and colleagues alike.

What we offer:

Competitive salary,

25 days holiday + bank holidays (pro rata),

Ability to buy holidays,

Contributory pension,

An enhanced maternity/paternity entitlement

Volunteer day to support a cause you are passionate about,

Dedicated 24/7 employee benefits platform ‘Verlingue’ that include things like: free eye tests, retail discounts,

A subsidised on-site canteen,

EAP WeCare service - including a 24/7 online GP and mental health counselling service,

Boost your learning and growth through access to a Talent Library with over 800 courses,

Free car parking,

A warm and welcoming team environment and a chance to build a rewarding career.

Your day-to-day responsibilities will include:

• Working within a team of 20 CSO’s handling an average of 7500 incoming calls each month from local authorities and councils reporting faulty equipment, chasing existing work, requesting new installations and general enquiries.
• Ensuring all requests are logged on an in-house ERP system with correct and accurate information.
• Coordinating engineer leave requests and creating daily and on-call working rosters 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.
• Creating preventative maintenance visit schedules and booking appointments in line with contractual obligations.
• Utilising an appointment booking system to manage the attendance of engineers to Managed Service requests, return visits and visits where access restrictions are in place.
• Exception handling of service visits, progressing them to completion.
• Performing administrative tasks, including processing an average of 4500 emails each month.
• Obtaining order numbers and invoicing chargeable works, contributing to an annual invoicing target

Required skills and experience

• Excellent customer service skills with the ability to deal efficiently and professionally with all customers.
• A clear and friendly telephone voice.
• Excellent communication skills with a good level of spelling, grammar and punctuation.
• Excellent organisational and planning skills with a keen eye for detail.
• Experience and proficiency in the use of Microsoft Office.

Required competencies

• Ability to work alone or part of a team.

A bit about us:

Tunstall is a market-leading health and care technology provider.

We’re passionate about ensuring our team reflects the brilliant and unique qualities of the people and communities we support. Our incredible team of 3,000+ people provide lifesaving and life changing technology and services to millions of customers across 18 different countries.

At Tunstall you’ll find a place where you’re valued and celebrated for being yourself. We empower our people to deliver the very best teamwork, innovation and thought leadership by creating an environment where we champion diversity and inclusion. We demonstrate our commitment to diversity and inclusion at each step. From our open, fair, and transparent recruitment processes, through to the many development and career growth opportunities we provide.

Each Tunstall colleague has a superpower… they’re unique. No one else is them, and we think that’s special. Come and join our mission and be part of our team, our One Tunstall team.