Customer Service Manager

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 – and that’s not to mention our industry-leading digital services. Join Screwfix and be part of a team of experts who get the job done quickly, affordably, and always with a smile.

Lead and motivate a multi-skilled Customer Services team to deliver the very best customer service experience, optimising the team’s performance to contribute to the company's objective of helping our Customers get their jobs done quickly, affordably, and right first time.

• Has complete responsibility for managing a team of Customer Service Advisors that may be working remotely or based on site, including recruitment, onboarding through probation and performance delivery.  
• Creates an engaging team environment that delivers on service as well as maximises relevant sales opportunities.  
• Helps the team understand who our customers are, what they need and how to adapt their approach to deliver a high-quality, personalised service. 
• Strives for high performance, regularly reviewing the quality-of-service delivery within the team, providing feedback and coaching to continuously improve using scorecards and Screwfix What it Takes Behaviours.  
• Communicates business information effectively and in a variety of ways at team level, as well as providing effective one to one time for individuals to support their personal development in line with the business’s quarterly check in process. 
• Measures success via Key Performance Indicators (KPI’s) and uses this information to continuously improve the performance of the team.  
• Drives activity and initiatives that motivate the team, listening to their feedback first hand and via Our Voice & Peakon to promote employee engagement.  
• Professionally deals with any employee relations issues in a timely way.  
• Supports the delivery of the Customer Service Centre’s resource plan and achievement of the site level KPI’s, working effectively with the resource and planning team to ensure adherence and success. 
• Makes key customer service decisions to resolve issues, balancing both the customer and business needs.  
• Recognises performance excellence and celebrates this within the team. 
• Identifies talent within the team and supports their personal development within the Customer Service Centre or wider Screwfix business.  

• Proven experience of managing or leading a team to achieve results is essential.  
• Proven experience of working in a customer service environment is also essential, in a Customer Service Centre/Contact Centre environment would be desirable.  
• The ability to motivate and engage people to deliver objectives.  
• Competent user of all Microsoft applications.  
• Ability to support the rollout of new digital platforms, guiding the team through change and building their confidence to use new tools effectively. 

We’re Screwfix and we’re proud of it. We’re proud of where we’ve come from, what we’ve achieved and our ambitions for the future. But more than that – we’re proud of who we are. We’re 12,000 people each with our own stories to tell. We don’t have a type and we like it that way.

If you join us, you’ll be joining a true market leader and one of the fastest growing retailers in the UK and Ireland with over 700 stores. Your growth will also be critical to us, and we’ll support you to reach your potential and achieve your ambitions, no matter what they are.

We’re also a true leader in the E-Commerce industry, and part of the 77,000 people strong Kingfisher PLC Group alongside big names such as B&Q, Castorama and Brico Depot. Join our team and become a part of #LifeAtScrewfix!

Follow us and find out more about #LifeAtScrewfix on LinkedIn, Instagram & Twitter!

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 because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability. 

If you require any additional support or adjustments to help you make an application, please contact us at careers@screwfix.com