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- Tasks: Join us as a Customer Service Advisor, helping customers via calls and messages on weekends.
- Company: Screwfix is dedicated to delivering top-notch customer experiences in a supportive team environment.
- Benefits: Enjoy 28 days holiday, discounts, pension contributions, and ongoing training for career growth.
- Why this job: Be part of a passionate team that values customer satisfaction and personal development.
- Qualifications: Previous customer service experience is essential; strong communication and problem-solving skills are a must.
- Other info: Flexible hours available, with start dates from 1st September 2025.
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 - Weekends 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 - Weekends
✨Tip Number 1
Familiarise yourself with Screwfix's products and services. Understanding what they offer will help you engage with customers more effectively and demonstrate your commitment to providing excellent service.
✨Tip Number 2
Practice your communication skills, especially in handling customer queries. Role-playing different scenarios can prepare you for the types of interactions you'll face as a Customer Service Advisor.
✨Tip Number 3
Showcase your problem-solving abilities during any interviews or assessments. Think of examples from your past experiences where you successfully resolved customer issues, as this will highlight your capability in a customer service role.
✨Tip Number 4
Network with current or former employees of Screwfix on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
We think you need these skills to ace Customer Service Advisor - Weekends
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and qualifications required for the Customer Service Advisor position. Tailor your application to highlight how your skills and experiences align with these requirements.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your relevant experience in customer service. Use specific examples to demonstrate your problem-solving skills and ability to exceed customer expectations.
Write a Strong Cover Letter: In your cover letter, express your passion for delivering exceptional customer service. Mention your previous experience in a contact centre environment and how it has prepared you for this role. Be sure to convey your enthusiasm for joining Screwfix.
Proofread Your Application: Before submitting your application, take the time to proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a customer service role.
How to prepare for a job interview at Screwfix Direct Ltd
✨Show Your Customer Service Passion
Make sure to express your enthusiasm for delivering exceptional customer service. Share specific examples from your past experiences where you went above and beyond to help a customer, as this aligns perfectly with what the company values.
✨Demonstrate Problem-Solving Skills
Prepare to discuss scenarios where you've successfully resolved customer issues. Highlight your ability to balance customer needs with business objectives, showcasing your decision-making skills in challenging situations.
✨Familiarise Yourself with the Company
Research Screwfix and its services thoroughly. Understanding their products, customer base, and recent developments will allow you to tailor your responses and show genuine interest in the role during the interview.
✨Emphasise Teamwork
Since the role requires working effectively within a team, be ready to share examples of how you've collaborated with colleagues in previous roles. Highlight your ability to contribute to a positive team environment and culture.
