Customer Service Advisor
2 weeks ago
**16 - 30hr Weekend contracts available, working between the hours of 8am - 4pm 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 dates are 22nd September and 6th October**
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.
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**:
- 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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