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