Customer Service Advisor

Connect; Saltley; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading distribution company in the UK seeks a Customer Service Advisor. This role involves managing customer inquiries and providing excellent service through various channels. Ideal candidates will have strong communication skills and a passion for customer satisfaction. The position offers benefits such as employee support funds, discounts, and professional development opportunities.

Benefits

Free online support and counselling

Employee Support Fund

20% discount in retail stores

Discount on all company stock

Access to online learning management system

Qualifications

• Strong communication skills for handling customer inquiries.
• Ability to work collaboratively with engineers and service providers.
• Experience in a customer service role preferred.

Responsibilities

• Handle inbound and outbound calls, live chats, and emails.
• Liaise with customers to resolve queries quickly.
• Book appliance repairs and provide accurate quotes.
• Promote additional services where appropriate.
• Achieve service KPIs.

Job description

Customer Service Advisor

Connect, part of the Screwfix family and owned by the Kingfisher Group, is a leading name in the distribution of high-quality appliance spare parts and accessories. With over 50 years of experience, we’re proud of our heritage and excited about our future. Being part of Screwfix gives us the resources, knowledge, and support of one of the UK’s most recognised retail groups – helping us to continue growing and delivering for our customers.

About the role

Working 37.5 hours per week on a rota basis, including weekends, you will play a vital role in our Contact Centre team. This is a fantastic opportunity to be the first point of contact for our customers, providing excellent service across multiple channels and ensuring every interaction leaves a positive impression.

Responsibilities

• Handling inbound and outbound calls, live chats, and emails
• Liaising with customers, engineers, and service providers to resolve issues quickly
• Booking appliance repairs and providing accurate quotes for parts and services
• Taking ownership of customer queries and driving them to resolution
• Promoting additional services where appropriate
• Achieving service KPIs and contributing to our “First Contact Resolution” culture

What we offer

At Connect, we believe in supporting our people both in and out of the workplace. You’ll have access to a wide range of benefits, including:

• Wellbeing & Support
• Retail Trust: free online support and counselling
• Employee Support Fund: non-repayable loans for times of need
• Speak Up: confidential reporting service
• Work & Family Life
• Enhanced Parent Policy
• Enhanced Company Sick Pay
• Generous Length of Service scheme
• Learning & Development
• Skillshub: online learning management system
• PepTalk: access to hundreds of motivational talks from professionals
• Discounts & Perks
• 20% discount in our retail stores
• Discount on all company stock
• HapiApp: retail, gym, and lifestyle discounts
• Engagement & Community
• People Forum committee – your chance to shape the future of our business
• Regular company engagement events
• Opportunities to take part in charity events
• Peakon Surveys – a platform for your voice to be heard