Customer Service Advisor

Screwfix Direct; England; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading retail company in the UK is seeking a motivated Customer Service Advisor to deliver exceptional service across various channels. The ideal candidate will have strong problem-solving skills, relevant experience, and a passion for customer satisfaction. This full-time position includes benefits such as a generous pension scheme and employee discounts.

Benefits

Award-winning pension scheme

20% discount with Screwfix and B&Q

Discounted healthcare and life cover

In-house training and development

Qualifications

• Proven capability to deliver the highest levels of customer service.
• Confident decision maker in customer service scenarios.
• Previous experience in a customer service environment is essential.

Responsibilities

• Respond to customer service enquiries through various channels.
• Exceed customer expectations and deliver the best experience possible.
• Deliver against Key Performance Indicators.

Skills

Customer service

Problem-solving

Teamwork

Communication

Tools

Microsoft Office

Job description

We are looking for a confident, motivated and people focused Customer Service Advisor to join our professional team of Customer Service experts on a permanent full time basis. Reporting into a Customer Service Manager, the CSA role delivers the best possible service across multiple channels (calls, emails, and WhatsApp) and for different customer groups (Screwfix, business, and trade) to resolve post sales contact and giving the highest level of customer service as an ambassador of our business.

Our customers and community mean everything to us here at Screwfix and our Contact Centre enable our customers and our stores to deliver a world class customer experience! You'll work 37.5 hours per week, Monday to Friday, between 8:00 AM and 8:00 PM. One day every four weeks, you'll be scheduled to work on the weekend. When this happens, you'll get a weekday off during the same week,

Key Responsibilities:

• Respond to customer service enquiries through both voice and non-voice contacts into the Customer Service Team.
• Exceed customer expectations and deliver the best experience possible.
• Take accountability for making key customer service decisions to resolve issues.
• Balance both customer and business needs.
• Help customers understand how best to shop with us, including online and via our new Screwfix app.
• Deliver against Key Performance Indicators.
• Maximise relevant sales opportunities.
• Provide accurate and valuable customer insight to drive continuous improvement for customer and colleague processes.

Requirements:

• Proven capability to deliver the highest levels of customer service, highly articulate and empathetic with good problem-solving methodology.
• A passion for delivering exceptional customer service and going above and beyond to ensure the best possible customer experience.
• A confident yet balanced decision maker for customer service scenarios.
• A team player who is able to work effectively as a collective to create a fantastic team environment and work culture.
• Previous experience of working in a customer service environment is essential, in a Contact Centre environment would be desirable.
• Competent user of all Microsoft Office applications.

Benefits:

• Award winning pension scheme - up to 14% Kingfisher contribution
• 20% discount with Screwfix and B&Q
• Discounted healthcare and life cover
• Company share save scheme
• Recognition & Loyalty rewards
• In-house training and development and clear development path
• Ongoing and structured training and development to drive your career progression!

Follow us and find out more about #LifeAtScrewfix on LinkedIn, Instagram & Twitter! Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability.