Customer Service Advisor

6 days ago

Yeovil BA RT, United Kingdom Screwfix Full time £20,000 - £25,000 per year

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.

Start date for this role is January 12th

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.

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