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- Tasks: Provide top-notch customer service via calls, emails, and WhatsApp.
- Company: Join Screwfix, a community-focused company dedicated to excellent customer experiences.
- Benefits: Earn up to £12.64 per hour with a permanent part-time contract.
- Why this job: Be an ambassador for our brand and make a real difference in customer satisfaction.
- Qualifications: Confident, motivated individuals with a passion for helping others.
- Other info: Work Monday to Friday, 12pm-6pm, in a supportive team environment.
Mead Avenue, Houndstone Business Park, Yeovil, BA22 8RT
This role is based in our contact centre on the houndstone estate.
18 – 20hr 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 March 16th
You will need to be avaialble to train for the first week Monday – Friday 09:00 – 17:00
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!
Key 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.
- 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.
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, 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!
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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Customer Service Advisor employer: Screwfix Direct Ltd.
Contact Detail:
Screwfix Direct Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor
✨Tip Number 1
Get to know the company! Research Screwfix and understand their values and customer service approach. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers through calls, emails, and WhatsApp, make sure you can express yourself clearly and confidently. Role-play with a friend or family member to get comfortable.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experiences where you've successfully resolved issues for customers. This will demonstrate your ability to handle post-sales contact effectively.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you're proactive and keen on joining the Screwfix family. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Show Your Customer Service Skills: When writing your application, make sure to highlight any previous experience in customer service. We want to see how you've gone above and beyond to help customers, so share specific examples that showcase your skills!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and long-winded explanations. Make it easy for us to see why you're a great fit for the role!
Tailor Your Application: Make sure to customise your application for the Customer Service Advisor role. Use keywords from the job description and relate your experiences directly to what we’re looking for. This shows us you’ve done your homework!
Apply Through Our Website: We encourage you to apply through our website for a smooth application process. It’s the best way for us to receive your details and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Screwfix Direct Ltd.
✨Know the Company Inside Out
Before your interview, take some time to research Screwfix. Understand their values, mission, and the services they offer. This will not only help you answer questions more effectively but also show your genuine interest in being part of their team.
✨Practice Common Customer Service Scenarios
Since the role involves handling various customer interactions, prepare for common scenarios you might face. Think about how you would resolve a complaint or assist a customer with a query. Practising these responses can help you feel more confident during the interview.
✨Showcase Your Communication Skills
As a Customer Service Advisor, communication is key. During the interview, make sure to articulate your thoughts clearly and listen actively. Demonstrating your ability to communicate effectively will highlight your suitability for the role.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training opportunities, or what success looks like in this role. This shows that you’re engaged and serious about contributing to the company.
