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).

What will you be doing in this role?

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.

The ideal candidate:

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

What we offer:

· 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 LinkedIn 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.

Your day-to-day responsibilities will include:

· 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 escalate 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.

Key skills and experience:

Communication skills

· 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.

Empathy and Patience

· Customer centric mindset.

· Understanding and acknowledging Customer concerns.

· Staying calm and patient even with difficult Customers.

Adapatablity and Flexibility

· Handling different call types, Customers contracts and scenarios.

· Adjusting to changing company policies and procedures.

· Staying calm under pressure managing multiple tasks.

Professional and Positive attitude

· Maintaining a friendly, professional, and courteous tone with both Customers and colleagues.

· Being confident and reassuring to Customers.

· Remaining professional even in stressful situations.

Time Management and Flexibility

· Flexible and approachable work manner.

· Ability to work rotating shift patterns Monday – Sunday 07:00 – 19:00.

· Managing calls and emails efficiently, whilst maintaining high quality standards.

Team work and Collaboration

· Working well with colleagues to provide a Customer centric Service.

· Sharing information and best practices with the team.

· Being open to feedback and continuous improvement.

Desirable experience

· Prior experience working in an office environment is desirable.

· Microsoft office.

· ERP Systems.

· Knowledge of Tunstall products and services.

· A recognised customer service qualification.

If you are not sure if you have the relevant skills or experience, then please apply (only takes a few minutes) and let our team review and come back to you.

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 more than 3,000 colleagues provides lifesaving and life changing technology and services to millions of people in 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.

Equal Opportunities at Tunstall
At Tunstall, we’re committed to building a team that reflects the diversity of the communities we serve. We welcome applications from people of all backgrounds, experiences, and abilities, and we celebrate the unique strengths each colleague brings. Our recruitment process is open, fair and inclusive, and we’re dedicated to providing any reasonable adjustments you may need to thrive.