Role Overview & Mandate
Executive Summary
Overview We are looking for confident, motivated and resolution focused Customer Service Advisors to join our professional team...
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Overview
We are looking for confident, motivated and resolution focused Customer Service Advisors to join our professional team of Customer Service experts on a permanent basis. Our hours are varied, and we take real pride in creating an engaging workplace!
We are looking for passionate people to work 30 - 37.5 hours a week, we have various shift patterns available including evenings and weekends.
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!
Key responsibilities
Key Responsibilities:
- You’ll respond to customer service enquiries through both voice and non-voice digital 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 on our digital platforms, including online and via our new Screwfix app.
- Delivering against Key Performance Indicators.
- Maximising relevant sales opportunities to ensure the customer leaves the contact with everything they need for the job.
- 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 (including bank holidays), 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!
Sustainability at Screwfix
We are committed to running our operations sustainably and supporting our customers to make sustainable choices. We want every colleague to feel involved and to champion sustainability in their area, ensuring that sustainability is at the heart of how we work.
Follow us and find out more about #LifeAtScrewfix on LinkedIn, Instagram & Twitter!
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 against any person 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
