Job Title: Out of Hours Customer Support Lead
Work Pattern: Part time 30 hours per week
Type: Permanent
Location: Middlesbrough TS2
Salary: £19,631.35 pro rata per annum (FTE £24,212) (From 1 April - £20,613.24 pro rata and FTE £25,423)

Purpose of the role -
Our client's is looking for an out of hours customer support lead to be responsible for coordinating a customer focused telephone, email and other media contact with customers, which maximises first contact resolution for all as well as building strong effective customer relationships.

Ensuring the team log and raise emergency repairs for our customers out of hours, including complex issues and always finding the best solution for the customer

Hours of work will be 2-10pm/4-10pm weekdays and you'll work weekends/bank holidays with the team which is around the call demand for our customers, working both from home and the office.

Job Role -

• Coordinate the delivery of a quality customer focused contact which maximises first contact resolution for all customer enquiries.


• Ensure the team utilise identified call handling software to safeguard our customers and respond as appropriate in emergency or routine situations


• Ensure the team maintain standards against accredited services working against established procedures whilst maintaining the ability to work on own initiative, striving for continuous improvement at all times


• Take responsibility for owning service requests, including complex issues and dealing with customer dissatisfaction, to always find the best solution for the customer


• Establish and maintain effective communication links with both Control Room, home based OOH customer supports, Touchpoint colleagues and customers to achieve key performance outcomes and service objectives


• Reporting service issues and success to the service manager and supervisor in a timely fashion


• Live call handling monitoring and contribution to feedback in colleague 1-1s


• Capture complaints, comments and commendations and seek to find solutions to customer dissatisfaction


• Enhance the customer journey experience through the capture of quality and complete customer information, insight and failure demand via Contact Management systems


• Weekend and evening working


• Take ownership of enquiries across all service areas as well as responding within service standard targets to all

Candidate Requirements -

• Effective use of IT and media as appropriate


• Customer service call handling


• Good understanding of the Group's business activities with particular regard to the Financial, People, IT, Governance, Health & Safety, Environmental and Equality & Diversity requirements


• Able to respond to change and adapt to new systems, processes and working practices


• Ability to deal with a wide range of customer enquiries, identifying and offering relevant solutions


• Skill and ability to work well under pressure whilst completing customer enquiries that require attention to detail


• Ability to communicate effectively to achieve team and company outcomes


• Ability to empathise, listen to, and respond to the needs of customers in order to resolve issues


• Flexibility to work at any location within the business when required

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk