What you'll do
The Contact Centre is the voice of Toolstation, making a fantastic first impression and going above and beyond to make our customers happy. Shift Leads will ensure that the Customer Service Representatives on duty are supported, with a primary role being that first line for live support. Able to offer coaching and advice to agents dealing with contacts. They will also, where necessary, take control of the call and resolve with the consumer, or handle escalations from agents or other areas of the business
Role Purpose: A key role to ensure the operational effectiveness and service levels of the Contact Centre are achieved. The Shift Leader oversees operations and team members during scheduled shifts. They are responsible for the smooth operation of the department, working alongside the Resource Manager to make sure team members are allocated to the right tasks at the right time to ensure service levels are met. Shift Leaders will both personally provide and ensure all operators offer high levels of customer service at all times and act as a point of escalation as necessary.
This role is hybrid working schedule at home and our Head Office in Bridgwater.
Monday - Friday 9am - 5pm / 40 hours per week
Day-to-day
Teamwork and Collaboration. You'll understand the importance of building relationships across the business and a working closely with each of them.
Leadership. Working with the team to provide excellent leadership through motivating and developing others to achieve high performance.
Being supportive. 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.
What you'll bring
Drive and Motivation. Pursues everything with energy, drive and a need to finish. Can be counted on to exceed goals. Seizes more opportunities than others. Dependably achieves what he or she sets out to do, and expects others to do likewise
Reliability. Be there when we need you, be flexible and fun to be around.
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.
Team orientated. Able to inspire and motivate a team by focusing on morale and engagement.
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.
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.
