What you'll do
You’ll be 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 role, there’s no script to follow, so it’s more about asking the right questions and finding answers quickly and efficiently. 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.
As a customer care executive, you’ll be responsible for handling complex customer queries whilst working with the wider business to resolve any issues. We are always looking to do right for our customers and improve our service wherever possible! A large part of this role will involve analysing customer feedback in order to explore areas of improvement. You’ll be playing an active part in ensuring the best customer experience possible along with reviewing training and assisting with the development of the Customer Care Team.
Day-to-day
Delivering great service. Providing a great customer experience with a smile on your face (or voice!) – no matter how busy you are. Taking a proactive approach to resolutions and corrective action where necessary whilst ensuring continued focus and achievement of our customer proposition and customer service standards.
Asking questions and building relationships. Reading conversations quickly and effectively - making sure our customers leave the call, email or chat happy and with everything that they need for the job. Work with the wider team to investigate and resolve complex customer issues whilst maintaining an outstanding level of service
Developing processes. You’ll be working with the Customer Care Team Leader to analyse the root causes of customer issues whilst making suggestions for improvement. You’ll be responsible for maintaining accurate records of customer issues and solutions inline with company standards.
Multi-skilled. We're a Multi Channel contact centre, so part of your role may be to assist our consumers via email, social media and also webchat.
What you'll bring
Customer focused. You’ll have an excellent level of customer complaint handling, with the ability to resolve and diffuse customer issues to the customers satisfaction. You can listen to others and understand the requirements of complex issues and work in a proactive solution-focused way.
Communication. You communicate openly and effectively, ensuring that messages are clear and concise. Adapts content and style to help others understand.
Resilience. You’ll be effectively handling multiple contacts – from general enquiries to customer complaints, so you need to be ready to deal with it all. You’ll be able to remain calm and composed under pressure within a fast pace environment, whilst keeping the customer experience the focus of all actions
A positive attitude. You have a can do attitude and will face challenges head on. You will ensure that our customers have a great experience while on the phone, via email and via webchat. You can ask appropriate questions to discover the needs of others and can to turn objections into positive outcomes
Teamwork. Building positive relationships with co-workers and consumers alike.
Self motivated. Working from home or in the office, we need you to be proactive, with a strong work ethic and desire to perform to your best.
Yourself. Bring your whole self to work and let your true personality shine through.
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 there will be opportunities 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 access to our very own Toolstation Academy programmes.
Plus, you'll receive some of the best benefits in retail. 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, 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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