What you'll do
This is a hybrid role with weekly travel requirements to our Contact Centre Office in Bridgwater, Somerset.
The Contact Centre is the voice of Toolstation, making a fantastic first impression and going above and beyond to make our customers happy. This isn’t your average call centre, there’s no script to follow, so it’s more about asking the right questions and finding answers quickly and efficiently. And if they’re not happy, it’ll be up to you to get things back on track! But if you take real pride in what you do, our customers will notice and love us all the more for it. In this role you'll focus your team on their brilliant service over the telephone as well as the ability to provide written communications through email, webchat and social media.
Day-to-day
Taking Responsibility. Training, development and coaching of all team members. Aim for excellence, and develop all team members to the best of their abilities
Driving Productivity. Helping your team to be the best they can be, delivering sales through service, meeting standards and providing a culture of engagement and development.
Being a leader. You will lead regular team meetings, probationary reviews, monthly 1-2-1 reviews and appraisals with Call Centre Advisers, creating and developing career plans.
Providing support. Providing support and cover for all operational areas, including opening and closing of the contact centre.
Problem Solving. Identifying and evaluating problems and possible causes to determine root causes and impacts. Researches issues thoroughly and uses sound judgement.
Being Compliant. Ensuring the compliance of all company policies and procedures, including data protection and payment card industry standards.
A positive role model. Make sure that our customers have a great experience. Be there when we need you, be flexible and fun to be around.
What you'll bring
Yourself. Bring your whole self to work and let your true personality shine through.
Customer Services know how. A strong background in a contact centre environment including telephony, spreadsheets and email systems.
Leadership. You know how to get the best from a team and provide high level motivation, morale and coaching.
A proactive and adaptable approach. Always looking for new ways to improve performance and processes, learning quickly on the job and adaptable to a changing environment.
Organisation and time management skills. Able to deliver on deadlines and delegate tasks effectively
Interpersonal skills. Able to get along with, encourage and build relationships with stakeholders, while remaining productive and reaching the end goal.
What you'll get
You’ll find every opportunity to be yourself and to bring your personality and potential to work. Wherever you join us, you’ll be able to take your career wherever you want – up the ladder, across the business or into another role in the Travis Perkins Group. And because we want to do our best for you, you’ll be supported all the way with training and development, including apprenticeship, licence to operate and management development programmes.
Plus, you'll receive some fantastic benefits. So, as well as 22 days’ holidays + Bank Holidays, company pension scheme and life assurance, we offer a bonus scheme, cycle to work scheme, save and buy as you earn, 20% discounts across all Travis Perkins companies, financial education and support, family friendly policies, recognition awards and discounts at over 1000 other retailers.
Toolstation. The story so far.
We’re one of Britain’s fastest growing multi-channel retailers of tools, accessories and building supplies and an integral part of Travis Perkins plc. The trade, home improvers and self-builders all trust us to deliver a lot more than tools. Our store expansion programme and the size and diversity of our Group, means we always have opportunities for ambitious people who want to grow with us.
To apply
Caught your interest? Want to know more? Take a look at www.toolstationjobs.com or simply hit apply
Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability
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