Job Description

Overview:
This role is based in our contact centre on the Houndstone estate.
Shift Pattern 1
Monday - Friday with shifts between 7.45-20:15 and working 1 in 4 weekends on either a Saturday or Sunday.
Shift pattern 2
Monday - Friday 12:00 - 20:00
Staff Start Date 16th March where you will be required to train Monday - Friday 09:00 - 17:00
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! Responsibilities:
Key Responsibilities:

• 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.

Qualifications:
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!

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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.
If you require any additional support or adjustments to help you make an application, please contact us at careers@screwfix.com

Skills Required