Customer Service Advisor - Twilight Team

Screwfix; Yeovil; On-site; GBP 21,000 - 24,000; Full time

Benefits offered by this job

28 days holiday

Pension scheme

40% discount with Screwfix

Healthcare and life cover

Share save scheme

Recognition & Loyalty rewards

In-house training and development

Career progression

Job summary

Screwfix is hiring a Customer Service Advisor for our busy UK contact centre. Based on the Houndstone estate in Yeovil, you will handle inquiries across calls, emails and WhatsApp, delivering first-rate service to Screwfix customers, businesses and trades.

The role is a permanent full-time or part-time position reporting to a Customer Service Manager. Shifts run Monday to Friday between 12:00 and 20:15, with start dates in September.

Qualifications

• Proven ability to deliver high levels of customer service in fast-paced settings.
• Strong problem-solving and empathetic communication.
• Proficient with Microsoft Office applications.

Responsibilities

• Respond to customer service enquiries via voice and non-voice channels.
• Exceed customer expectations and deliver excellent service.
• Make key customer service decisions to resolve issues.
• Balance customer and business needs in decision making.
• Guide customers on shopping via online channels and the Screwfix app.
• Meet KPIs and maximise relevant sales opportunities.
• Provide valuable customer insight to drive improvements.

Skills

Customer service

Problem solving

Team player

Communication skills

Customer empathy

Tools

Microsoft 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 role is based in our contact centre on the Houndstone estate.

Shift Pattern

Monday - Friday with shifts between 12:00 -20:15

Staff Start Date

7th September and 21st September where you will be required to train 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

• 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.

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 years’ 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!

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.