Customer Service Advisor
About Us
Connect, part of the Screwfix family and owned by the Kingfisher Group, is a leading name in the distribution of high-quality appliance spare parts and accessories. With over 50 years of experience, we're proud of our heritage and excited about our future. Being part of Screwfix gives us the resources, knowledge, and support of one of the UK's most recognised retail groups – helping us to continue growing and delivering for our customers.
About the role
Working 37.5 hours per week on a rota basis, including weekends, you will play a vital role in our Contact Centre team.
This is a fantastic opportunity to be the first point of contact for our customers, providing excellent service across multiple channels and ensuring every interaction leaves a positive impression.
Your responsibilities will include
* Handling inbound and outbound calls, live chats, and emails
* Liaising with customers, engineers, and service providers to resolve issues quickly
* Booking appliance repairs and providing accurate quotes for parts and services
* Taking ownership of customer queries and driving them to resolution
* Promoting additional services where appropriate
* Achieving service KPIs and contributing to our "First Contact Resolution" culture
What we offer
At Connect, we believe in supporting our people both in and out of the workplace. You'll have access to a wide range of benefits, including:
Wellbeing & Support
* Retail Trust: free online support and counselling
* Employee Support Fund: non-repayable loans for times of need
* Speak Up: confidential reporting service
Work & Family Life
* Enhanced Parent Policy
* Enhanced Company Sick Pay
* Generous Length of Service scheme
Learning & Development
* Skillshub: online learning management system
* PepTalk: access to hundreds of motivational talks from professionals
Discounts & Perks
* 20% discount in our retail stores
* Discount on all company stock
* HapiApp: retail, gym, and lifestyle discounts
Engagement & Community
* People Forum committee – your chance to shape the future of our business
* Regular company engagement events
* Opportunities to take part in charity events
* Peakon Surveys – a platform for your voice to be heard