Out Of Hours Customer Service Representative

Tunstall Americas

. Provide exceptional customer support through inbound calls and emails, ranging from fault reporting to general enquiries .

Posted 9/15/2026full-timeWhitley • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service and administrative skills, with the ability to manage multiple tasks efficiently while maintaining high quality standards. Proficient in using ERP systems and Microsoft Office to support customer interactions and reporting.

Highest-signal resume keywords

Customer Service ExperienceERP Systems ExperienceMicrosoft Office ProficiencyExcellent Writing SkillsActive Listening

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Clear Telephone VoiceCustomer-Centric MindsetAbility to Handle Difficult CustomersFlexible Work MannerAbility to Manage Tasks Under Pressure

Tools & Technologies

Tunstall ERP SystemCustomer Portals

Certifications & Qualifications

Recognised Customer Service Qualification

Industry Keywords

Call HandlingSchedulingKPI TargetsSLAPreventative Maintenance

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Provide exceptional customer support through inbound calls and emails, ranging from fault reporting to general enquiries
Perform call handling and scheduling administrative tasks
Process targeted numbers of emails from customers and engineers
Log all requests accurately in the Tunstall ERP system
Investigate existing enquiries via calls and emails
Administer customer portals
Meet agreed KPI targets
Handle customer complaints and escalate complex issues when necessary
Collaborate with other departments, engineering teams and key stakeholders to improve customer experience
Coordinate engineer leave requests and create daily and on-call rotas based on availability
Plan engineer resources and workloads to ensure at least 85% of requests are responded to within SLA
Liaise with third parties for specialist work or remote UK areas
Assist with scheduling preventative maintenance visits
Review daily drilldown data and investigate delays or issues through to resolution
Provide ERP and Excel reports to customers and key stakeholders when required

Requirements

What you’ll need

Good customer service experience and administrative skills
Clear, professional and friendly telephone voice
Excellent writing skills for logging call details and sending emails to customers
Active listening
Ability to explain information concisely and effectively
Customer-centric mindset
Understanding and acknowledging customer concerns
Ability to stay calm and patient with difficult customers
Ability to handle different call types, customer contracts and scenarios
Ability to adjust to changing company policies and procedures
Ability to manage multiple tasks under pressure
Flexible and approachable work manner
Ability to work rotating shift patterns Monday–Sunday, 07:00–19:00
Ability to manage calls and emails efficiently while maintaining high quality standards
Prior office environment experience desirable
Microsoft Office experience desirable
ERP systems experience desirable
Knowledge of Tunstall products and services desirable
Recognised customer service qualification desirable

Benefits

Comp & perks

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’, including retail discounts, salary sacrifice options, and health and wellbeing support
EAP WeCare service, including a 24/7 online GP and mental health counselling service
Access to LinkedIn Learning and a Talent Library with over 800 courses
A warm and welcoming team environment
Development and a chance to build a rewarding career