Customer Service Advisor
- Yeovil, Somerset
- £12.64 per hour
- Permanent
- Full-time
- 12 - 25hrs working between the hours of 3pm - 8pm Monday - Friday.
- Working a minimum of 3 days per week, availability to work must include Mondays & Fridays.
- 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
- 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.
- 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.
- 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!