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Customer Service Advisor
Customer Service Advisor Vacancy – Screwfix
About the Role
Everything we do starts with the people we serve. We’re proud to be the traders behind the tradespeople—the nuts and bolts behind the job, always ready to save the day (or at least the project).
From power tools to workwear, cables to pipe fittings, we offer over 60,000 products across 900+ stores, plus our industry-leading digital services. Join Screwfix and be part of a team of experts who get the job done quickly, affordably, and with a smile.
We are looking for a confident, motivated, and people-focused Customer Service Advisor to join our permanent full-time or part-time team.
Reporting into a Customer Service Manager, the Customer Service Advisor (CSA) role will deliver the best possible service across multiple channels (calls, emails, and WhatsApp) for different customer groups (Screwfix, business, and trade). Your responsibility will be to resolve post-sales contact and provide the highest level of customer service, representing our brand as an ambassador.
Our customers and community mean everything to us here at Screwfix—and our Contact Centre enables our customers and stores to deliver a world-class customer experience!
The role is based in our contact centre on the Houndstone Estate.
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Shift Pattern
- Monday to Friday, shifts between 07:50 - 20:10
- Must work one weekend day in every four weeks
- Staff Start Date: 10th August (training hours: Monday to Friday, 09:00 - 17:00)
Responsibilities
Key responsibilities include:
- Responding to customer service enquiries through both voice (calls) and non-voice (emails, WhatsApp) contacts for the Customer Service Team.
- Exceeding customer expectations and delivering the best possible service experience.
- Taking accountability to resolve issues with key decisions, balancing both customer and business needs.
- Supporting customers through coaching and guiding them on how to best shop with us—including online and via the new Screwfix app.
- Delivering against Key Performance Indicators (KPIs).
- Maximising relevant sales opportunities.
- Providing accurate and valuable customer insights to continuously improve both customer and colleague processes.
Requirements & Qualifications
Who you are…
- Proven capability to deliver the highest levels of customer service, highly articulate, and empathetic with strong problem-solving skills.
- A passion for delivering exceptional customer service, going above and beyond to ensure the best possible experience.
- A confident yet balanced decision-maker in customer service scenarios.
- A team player who thrives in a collective environment, creating a fantastic team culture and work atmosphere.
- Essential: Previous experience in a customer service environment.
- Desirable: Experience in a Contact Centre environment.
- Competent user of all Microsoft Office applications.
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Benefits
Here’s what’s in it for you:
- 28 days’ holiday, with an increase per year of service.
- Award-winning pension scheme—up to 14% Kingfisher contribution.
- 20% discount on Screwfix and B&Q purchases.
- Discounted healthcare and life cover.
- Company share save scheme.
- Recognition and Loyalty rewards.
- In-house training and development, with a clear career progression path.
- Ongoing and structured training to drive your career growth.
Explore more about life at Screwfix on: 📌 [LinkedIn] | 📷 [Instagram] | 🐦 [Twitter] @Screwfix
Screwfix is committed to providing equal opportunity for everyone, not discriminating on the basis of gender, race, ethnicity, age, sexual orientation, religion, belief, or disability. If you require assistant or adjustments to help with your application, please contact: careers@screwfix.com.
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