Customer Service Advisor - Career Growth + 28 Days Holiday

Screwfix Direct Ltd.; Yeovil; On-site; GBP 20,000 - 24,000; Full time

Benefits offered by this job

28 days’ holiday

Pension scheme – up to 14% Kingfisher

Staff discount – Screwfix & B&Q

Healthcare & life cover

Share save scheme

Recognition & Loyalty rewards

In-house training & development

Career progression

Job summary

Screwfix Direct Ltd. is seeking a confident Customer Service Advisor to join our professional team on a permanent basis (full or part-time). You’ll handle multi-channel enquiries, resolve issues, and drive a world-class customer experience from our Yeovil contact centre.

Reporting to a Customer Service Manager, you will support Screwfix customers, business clients and trades, delivering service that aligns with our brand and KPI targets.

Qualifications

• 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.

Responsibilities

• 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.
• 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.

Skills

Customer service

Empathy

Decision making

Team player

Contact Centre experience

MS Office

Tools

Microsoft Office

Job description

Screwfix Direct Ltd. is seeking a confident Customer Service Advisor to join our professional team on a permanent basis (full or part-time). You’ll handle multi-channel enquiries, resolve issues, and drive a world-class customer experience from our Yeovil contact centre.

Reporting to a Customer Service Manager, you will support Screwfix customers, business clients and trades, delivering service that aligns with our brand and KPI targets.