Customer Service Representative

Northgate plc; Tees Valley; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading vehicle rental company in Tees Valley is seeking a Customer Support Representative to deliver exceptional service in a fast-paced environment. Responsibilities include managing customer interactions, collaborating with teams, and ensuring satisfaction. The position offers a starting salary of £23,874.98 and various benefits like generous leave, pension contributions, and employee assistance programs.

Benefits

Free onsite parking

Discounted EV charging points

Cycle to work scheme

Life assurance

Employee referral scheme

Health Cash Plan

Dental Plan

Travel Insurance

Qualifications

• Customer centric individual delivering excellence.
• Ability to spot errors and ensure accuracy.
• Good navigation of standard Microsoft packages.
• Passionate about continuous improvement.
• Effective communication in writing and verbally.
• Thrives in a team environment.
• Curiosity and resilience in service delivery.

Responsibilities

• Manage customer interactions via multiple channels.
• Collaborate with teams to deliver excellent service.
• Identify customer needs and clarify information.
• Take ownership of issues for timely resolutions.
• Create accurate job cards and documentation.
• Provide up-to-date product and service information.
• Meet quality and performance targets.
• Foster teamwork and excellence.

Skills

Customer service

Attention to detail

IT literacy

Effective communication

Team collaboration

Proactive mindset

Job description

Overview

At Northgate Vehicle Hire, we pride ourselves on delivering exceptional service to our customers across the UK. We're looking for a Customer Support Representative (CSR) to join our dedicated Support Centre team, someone who thrives in a fast‑paced, business‑to‑business environment and is passionate about providing first‑class service.

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.

Responsibilities

• Managing high volumes of customer interactions via phone, email, and web chat in a timely and professional manner.
• Championing the customer by collaborating with other teams and suppliers to deliver excellent service.
• Proactively identifying customer needs, clarifying information, and offering the best solutions.
• Taking ownership of issues, ensuring timely and satisfactory resolutions.
• Creating and maintaining accurate job cards, records, and documentation.
• Providing clear, up‑to‑date information on our products and services.
• Meeting personal and team quality, productivity, and performance targets.
• Acting as an ambassador for Northgate's values and fostering a culture of teamwork and excellence.

Qualifications

• 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 are 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.

Benefits & Salary

Salary - Starting at £23,874.98 per annum.

Working Hours - 37.5 hours. Early shift: 8.00am to 4.30pm. Late shift: 9.00am to 5.30pm. Alternative weeks (Hybrid Working when probation is complete). Saturday working 8:00 - 12:00 when requested.

Transport - Free onsite parking, discounted EV charging points, Cycle 2 work scheme, plus easy access via local train and bus routes.

Annual Leave - Start with 24 days, increasing to 26 days with service. Public holidays and an extra day to celebrate your birthday!

Pension - Ageon employer contributions of 5%.

Financial Benefits - Free life assurance, save‑as‑you‑earn scheme, 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 - 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 - Exclusive employee vehicle‑leasing schemes, discounted repairs, and reduced rates on weekend car and van hires.

Wagestream - A free financial wellbeing app that gives you more control over 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.