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 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!
12 - 30hr Evening contracts available.
30hrs working between the hours of 11am-8pm Monday-Friday.Working either 4 or 5 days per week which must include Mondays & Fridays.
30hrs working Monday - Friday 12pm - 6pm These hours are fixed
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 rewardsIn-house training and development and clear development pathOngoing 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
Options Apply for this job onlineApplyShareEmail this job to a friendRefer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed Application FAQs
Software Powered by iCIMS
www.icims.com