Start date 3rd March 2025 Location: B9, 4UA Connect, operating under the Screwfix banner and owned by the Kingfisher Group, is a leading name in the distribution of high-quality appliance spare parts and accessories. We are dedicated to delivering exceptional products and services to our diverse clientele across various sectors. We have over 50 years’ experience in the appliance spare parts industry. Our most recent opportunity has been becoming part of Screwfix, which has allowed us to continue to expand with the extensive support, knowledge and resources that the Kingfisher group has to offer. About the role and team: Reporting to the Customer Service team manager you will provide a first-class service to our customers, through verbal, written and digital communications, creating a 'First Contact Resolution' culture', by surprising and delighting our customer at every touchpoint. This role will be working 37.5 hours per week on a rota basis operating within the contact centres opening hours. This role will include some weekend working. The opening hours for the Contact Centre are 8am-6pm Monday – Friday, 9-4 Saturday and 11-3 Sunday. The role will involve: Liaising with customers, engineers and service providers to resolve customer issues Manage Customer Service Contacts, across all channels, including Inbound and Outbound Calls, Live Chat and Emails Provide soft service support and book appliance repairs across different customer contracts Provide quotes and accurate information on Spare Parts and Appliance Repairs Taking ownership of customer queries and reaching resolutions Promoting additional services Working to and achieving service KPI’s To be successful for this role you will: Previous customer service experience Experience of working to targets/KPI’s Excellent communication skills PC literate What we offer: Retail Trust - a free online support and counselling service Employee support fund - non-repayable loan to help you in times of need Enhanced Parent Policy Enhanced Company Sick Pay HapiApp - Lots of retail discounts (shops, gyms etc) Speak Up - a confidential service to report any incidents at work People Forum committee - a way for our people to have a say in the future of our business Discount within our retail stores Discount on all our stock Skillshub - a learning management system to boost your knowledge both in and out of the workplace PepTalk - a hub of hundreds of Pep Talks from industry professionals A generous Length of Service scheme Peakon Surveys - for you to have your say Charity events open for all to get involved in Company engagement events