At a Glance
- Tasks: Provide exceptional customer support through calls and emails, ensuring top-notch service.
- Company: Join Tunstall, a leading health and care technology provider with a diverse team.
- Benefits: Enjoy hybrid working, competitive salary, holiday purchase scheme, and healthcare cash plan.
- Other info: Flexible shifts, continuous learning opportunities, and a warm team culture await you.
- Why this job: Make a real difference in people's lives while developing your career in a supportive environment.
- Qualifications: Good customer service experience and strong communication skills are essential.
The predicted salary is between 20700 - 25300 £ per year.
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 We Care 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.
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.
Out Of Hours Customer Service Representative employer: Tunstall UKI
Tunstall is an exceptional employer that prioritises the well-being and growth of its employees, offering a competitive salary, hybrid working options, and a generous holiday allowance. Our inclusive work culture fosters collaboration and innovation, while providing ample opportunities for professional development through resources like LinkedIn Learning. Located in Whitley, our team is dedicated to making a meaningful impact in health and care technology, ensuring that every employee feels valued and empowered to contribute to our mission.
StudySmarter Expert Advice🤫
We think this is how you could land Out Of Hours Customer Service Representative
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tunstall UKI. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Tunstall UKI before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Out Of Hours Customer Service Representative
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Tunstall UKI:Your cover letter is your chance to shine! Tell us why you want to work at Tunstall UKI specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Tunstall UKI!
How to prepare for a job interview at Tunstall UKI
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
