Customer Service Advisor

Screwfix; Yeovil; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

28 days holiday

Pension scheme

Employee discount

Healthcare

Job summary

Screwfix is seeking a confident Customer Service Advisor to join our team on a permanent basis. You will handle inquiries across calls, emails and messages, delivering best-in-class service to Screwfix customers, business accounts and trades. Expect a supportive environment with training and career progression.

You will report to a Customer Service Manager and work a rotating schedule across opening hours, with 28 days holiday, pension, staff discounts and ongoing development opportunities.

Qualifications

• Proven ability to deliver high levels of customer service.
• Strong problem-solving approach and empathy.
• Confident, balanced decision making in customer scenarios.
• Team player with collaborative spirit and positive work culture.
• Experience in a contact centre environment is desirable.
• Proficient use of Microsoft Office applications.

Responsibilities

• Handle customer enquiries via calls, emails and WhatsApp.
• Aim to exceed expectations and deliver the best possible experience.
• Make informed customer service decisions to resolve issues.
• Balance customer and business needs in every interaction.
• Guide customers on shopping channels including online and the Screwfix app.
• Meet and strive to exceed KPI targets and deliver insights for improvement.

Skills

Customer service

Problem solving

Decision making

Team work

MS Office

Job description

Overview

Everything we do starts with the people we serve. We're proud to be the traders behind the tradespeople: the nuts and bolts behind the job, always ready to save the day (or at least the project).

Overview

Everything we do starts with the people we serve. We're proud to be the traders behind the tradespeople: the nuts and bolts behind the job, always ready to save the day (or at least the project).

From power tools to workwear, cables to pipe fittings, we offer over 60,000 products across 900+ stores - and that’s not to mention our industry-leading digital services. Join Screwfix and be part of a team of experts who get the job done quickly, affordably, and always with a smile.

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 / part-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!

This position follows a Monday to Friday shift rota covering operating hours of 7:50am to 8:15pm, with a requirement to work one weekend day in every three-week period with a rest day during the week

Staff Start Date is the 7th December where you will be required to train for 4 weeks Monday - Friday 09:00 - 17:00

Key responsibilities

• You’ll respond to customer service enquiries through both voice and non-voice contacts into the Customer Service Team.
• Exceeding customer expectations and delivering the best experience possible.
• You’ll take accountability of making key customer service decisions to resolve issues.
• Take ownership, balancing both the customer and business needs.
• Through coaching our customers you’ll help them to understand how best to shop with us, including online and via our new Screwfix app.
• Delivering against Key Performance Indicators.
• Maximising relevant sales opportunities.
• Providing accurate and valuable customer insight to drive continuous improvement for customer and colleague processes.

Required Skills & Experience

Who you are...

• 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 beyonf 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.

What's in it for me?

• 28 days' holiday, increasing with each year's service
• 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!

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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.