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    • Reporting into a Customer Service Manager, the CSA role delivers the best possible service across multiple channels (calls, emails, and WhatsApp) and for…
    • 28 days' holiday (including bank holidays, 5 of which can be taken flexibly) increasing with service up to a maximum of 33 days.
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    • Reporting to the Retail Operations Support Manager, you will provide operational and specialist support to the retail estate, ensuring stores receive timely,…
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    • Store standards – you’ll make sure everything runs smoothly from cash reconciliations, to customer queries, audit compliancy and stock management.
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    • Host – you’ll welcome customers into your store, understand what they need, guide them to the right products, and make it super easy for them.
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    • Drive sales – overseeing budgets, P&L statements, merchandising, managing stock and improving profits are all part of your role.
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    • Drive sales – overseeing budgets, P&L statements, merchandising, managing stock and improving profits are all part of your role.
  • View similar jobs with this employer
    • Drive sales – overseeing budgets, P&L statements, merchandising, managing stock and improving profits are all part of your role.
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    • Drive sales – overseeing budgets, P&L statements, merchandising, managing stock and improving profits are all part of your role.
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    • Drive sales – overseeing budgets, P&L statements, merchandising, managing stock and improving profits are all part of your role.
    • Store management – budgets, Rota’s and Payroll, P&L analysis, managing stock and improving profits are all part of your role.
    • Discretionary annual bonus up to 20%.
    • 33 days' holiday (including bank holidays, 5 of which can be taken flexibly).
    • 20% discount at Screwfix and B&Q.
    • You will play a key role in building trusted partnerships with suppliers and internal stakeholders to ensure products entering the business meet the highest…
    • In this role, you'll play a key part in ensuring our product information is accurate, structured correctly and easy for customers to find online.
    • You’ll need to be comfortable travelling to our Yeovil, Somerset office on a regular basis, typically weekly or fortnightly, as well as our Paddington, London…

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Job Post Details

Customer Service Advisor
Screwfix
·
3.4
Mead Avenue, Houndstone Business Park, Yeovil BA22 8RT
£13.08 an hour
Permanent, Full-time
Apply on company site

Job details

£13.08 an hour
Employee discount, Company pension
Permanent, Full-time
Weekend availability
Mead Avenue, Houndstone Business Park, Yeovil BA22 8RT

Full 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).

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 position follows a Monday to Friday shift rota covering operating hours of 7:50am to 8:15pm, with a requirement to work one weekend day in every three-week period with a rest day during the week

Staff Start Date is the 7th December where you will be required to train for 4 weeks Monday - Friday 09:00 - 17:00
Responsibilities:
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.
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!
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 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
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