Customer Service Advisor - Weekends

Kingfisher PLC; England; On-site; GBP 18,000 - 22,000; Part time

Job summary

A leading retail company is seeking motivated Customer Service Advisors to join their team on a permanent part-time basis. You will provide exceptional service through various channels, handling inquiries and resolving customer issues effectively. The role offers 16 - 30 hours per week, focusing on a weekend schedule. A passion for customer service and previous experience are essential for this position, alongside competitive perks including discounts and an award-winning pension scheme.

Benefits

20% discount with Screwfix and B&Q

Discounted healthcare and life cover

Company share save scheme

Recognition & Loyalty rewards

In-house training and development

Qualifications

• Previous experience in a customer service environment is essential.
• Experience in a Contact Centre environment is desirable.
• Proven capability to deliver high levels of customer service.

Responsibilities

• Deliver exceptional customer service across all contact types.
• Handle queries from various customer segments including B2B.
• Resolve customer issues end-to-end and take full ownership.
• Manage complaints independently, ensuring positive outcomes.
• Build rapport quickly, adapting communication style.

Skills

Exceptional customer service

Conflict resolution

Communication skills

Problem-solving

Team player

Tools

Microsoft Office applications

Job description

We are looking for confident, motivated and people focused Customer Service Advisors to join our professional team of Customer Service experts on a permanent part-time basis. Reporting into a Customer Service Manager, the CSA role delivers the best possible service across multiple channels (calls, emails, click to chat 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! 16 - 30hr Weekend contracts available, working between the hours of 7.45am - 4.15pm Saturday & Sunday. Remaining hours are then made up over Monday and/or Friday. Working a minimum of 3 days per week which must include both Saturday & Sunday.

• Delivers exceptional customer service across all contact types, with a focus on post-sales support and account management via voice and digital channels.
• Handles queries from Screwfix, Trade, international, and B2B customers, including social media enquiries.
• Resolves customer issues end-to-end-order tracking, refunds, exchanges, and supplier orders-taking full ownership of the experience.
• Manages complaints independently, diffusing conflict and ensuring positive outcomes without escalation.
• Builds rapport quickly, adapting communication style to suit diverse customer needs.
• Proficient in using all available tools to support enquiries and drive resolutions.
• Consistently exceeds KPIs and identifies relevant sales opportunities through natural conversations.
• Provides overflow support for VCC workloads when needed.
• Proactively seeks growth, using feedback and performance data to improve and develop.
  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.
  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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