Customer Service Advisor

Northgate Vehicle Hire; Tees Valley; On-site; GBP 25,000 - 26,000; Full time

Benefits offered by this job

Pension

Life Assurance

Retail & Company discounts

Employee benefits app with discounts

Job summary

Northgate Vehicle Hire is seeking a Customer Service Advisor to join our Darlington HQ with hybrid working after six months. You’ll help maintain high standards of customer service, log fines, process payments and resolve queries, using email and chat as primary channels.

You’ll join a supportive, high-performing team with clear progression, competitive salary from £24,854 to £25,684 plus up to £2,400 annual bonus, and a strong benefits package including pension and life assurance.

Qualifications

• Customer-centric approach and commitment to delivering excellence.
• Good IT literacy with ability to navigate standard Microsoft packages and learn new systems.
• Strong communication skills, both written and verbal.

Responsibilities

• Maintain excellent service standards for customers and support business performance.
• Handle a wide range of activities from logging fines and processing payments to resolving queries and investigating charges.
• Focus on email and chat-based communication with limited telephony to develop written communication and problem-solving skills.

Job description

We are excited you have visited our Careers page. We are seeking talented individuals that are excellent in their field of expertise and are posed with all potential and skills necessary to help us meet future business challenges.

Customer Service Advisor

Reference: AUG20269516

Expiry date: 2026-09-15 08:45:00.000

Location: Darlington Head Office

Benefits: Pension, Life Assurance and Retail & Company discounts

Location: Based in our Darlington HQ with hybrid working options after 6-months.Salary: Starting from £24,854 to £25,684 (depending on experience), plus the opportunity to earn up to an additional £2,400 per year through our monthly performance bonus when you’re performing at your best.Working Hours: Monday - Friday 8:00 - 18:00 on a 4-week rotation for work-life balance (no late evenings). Saturday working 8:00 - 12:00 (work from home)Transport: Free onsite parking, discounted EV charging, Cycle 2 work scheme, plus easy access via local bus routes

Start your next chapter with Northgate Vehicle Hire

Are you a motivated individual with a passion for delivering great customer service and continuously improving how things are done?

We’re looking for Customer Service Advisors who want to make an impact as part of a supportive, high-performing team. You’ll play a key role in maintaining excellent service standards for our customers, while gaining valuable experience and developing your career.

What’s in it for you:

• Salary- Starting between £24,854.66 and £25,684 (depending on experience), with clear progression through our Pathways programme to £26,958. On top of this, you can earn up to £2,400 per year in monthly performance bonuses when you’re performing at your best, plus additional recognition through our Employee of the Month scheme.
• Annual Leave - Start with 24 days, increasing to 26 days with service. Of course, you’ll have public holidays too and an extra day’s leave to celebrate your birthday!
• Pension - Employer contributions of 5%.
• Financial Benefits - Enjoy the security of free life assurance, a save-as-you-earn scheme, an employee referral scheme (earning £1,000 per referral), and our Benefits App with discounts and cashback at top retailers like Tesco, Asda, Currys, B&Q and Wickes.
• Wellbeing & Lifestyle Services - Access our colleague assistance programme with 24/7 GP service, mental health support and physiotherapy plus cycle to work, eyecare vouchers, Health Cash Plan, Dental Plan and Travel Insurance.
• Motoring Benefits - Take advantage of exclusive employee vehicle-leasing schemes, discounted repairs, and reduced rates on weekend car and van hires.
• Stream - A free financial wellbeing app that gives you more control on your pay, helps you save, provides financial advice and offers even more discounts on your shopping.
• Family Friendly - Enhanced maternity and paternity leave, as well as fostering and adoption leave. We support with care of dependents and parental leave all covered in our Works Perks.

Keeping customers moving smarter sits at the heart of what we do. Every team across our business plays a crucial role in making that happen, and as part of our Customer Support Administration team, you’ll be right at the centre of our operations, helping to keep our customers on the road while delivering a high standard of service.

Supporting both internal and external customers, you’ll handle a wide range of activities from logging fines and processing payments to resolving queries and investigating charges. Your work will have a direct impact on both customer experience and business performance.

Much of this role is focused on email and chat-based communication, with limited telephony, giving you the opportunity to utilise and develop strong written communication and problem-solving skills.

Our people are the driving force behind everything we do. We’re committed to supporting your development every step of the way, with over 90% of our team progressing into new roles. Opportunities are available not only within this function, but across the wider business, including finance, sales and branch operations.

About you

• You are a customer centric individual who consistently delivers excellence in everything you do.
• You bring a keen eye for detail with the ability to spot errors, inconsistencies, or anomalies to ensure high levels of accuracy and quality.
• With good IT literacy, you can navigate your way around standard Microsoft packages with an ability and desire to learn new systems and ways of working.
• You’re passionate about continuous improvement, constantly seeking opportunities to refine processes and enhance outcomes.
• You communicate effectively, both in writing and verbally, ensuring clarity and engagement in every interaction.
• You thrive in a team environment and build strong relationships across departments to drive shared goals.
• Your curiosity, resilience, and a proactive mindset sets you apart and drives your commitment to delivering exceptional service.

About Us

With over 60 branches nationwide, we are the UK’s largest supplier of light commercial vehicle rental solutions. We’re here to keep people and businesses moving, that’s what we do. By partnering with some of the country’s most well-known organisations we have earned a reputation for being at the forefront of the LCV sector and for helping our customers when they need us most.

We’re also part of something bigger - ZIGUP, a leading provider of integrated mobility solutions, supporting customers across the UK, Ireland, and Spain. We are proud to have been awarded a King’s Award for Enterprise in 2025, recognised for our commitment to promoting opportunity and supporting social mobility. Unlock your potential in an industry-leading business, surrounded by inspiring individuals and leaders, fuelled by the opportunity to thrive in your career.

We’re committed to building a diverse, inclusive, and respectful workplace where everyone can thrive. We actively welcome applications from people of all backgrounds, experiences, identities, and abilities. If you need adjustments at any stage of the recruitment process, just let us know. We’re here to support you.

We are agile. We are experts. We are imaginative. We are reliable.