Contact Centre

Contact centre

Our Contact Centre, based in Bridgwater, Somerset is the very hub of customer contact; a positive customer experience is at the heart of everything that we do and deliver. Whether it be by phone, email, post or other contact methods; here we receive and process customer orders, liaise with our Sales Counters and resolve Customer Queries.

We look for people to join our highly efficient team that are enthusiastic, customer focussed with excellent communication skills and a passion for delivering exceptional service. We work in fast paced environment ensuring orders are received by distribution to be despatched direct to our customers address or in store for collection on a next day basis. As such we look for motivated individuals with a “can do” attitude!

As with all areas of our business, our Contact Centre has expanded in recent years and as such we are able to offer great opportunities for training and personal development to colleagues with the drive and ambition to develop their careers in customer service and communication.

Case studies

"Fulfilling" Alice, Team Manager
Alice

Alice joined Toolstation as a Customer Service Colleague in 2006 and has steadily built a career in communications through on the job training and personal development. Alice has progressed with us and is now managing a large team of colleagues.

  1. What attracted you to Toolstation as a company?

    I was recommended by a family member, they told me that Toolstation were a small company but very up and coming. I had very few qualifications and skills to offer at the time, so wanted to work for a company that could help to develop my knowledge and hopefully give me the opportunity to progress.

  2. How would you describe a typical day at work?

    I find that I am always facing a busy day but I enjoy working at this pace. Every day is very different so it’s hard to judge what you could be facing when you come into the contact centre each morning. Everyone I work with is friendly and approachable which has really helped me over the years, this has also been a big help then the pressure hits as I have always had the support and back up from my colleagues and team.

  3. What is the best thing about working for Toolstation?

    The opportunities to gain new skills and progress. I have always been given the opportunity to move forward within the company and department and have been provided with the help and guidance to do so.

  4. What advice would you give to any potential candidates?

    As long as you come in with the right attitude and put in 100% then you will more than likely be provided with a good career and development prospects. If you are not looking to develop then you will find that Toolstation are able to offer and good steady job within a friendly and supportive team.

"Rewarding" Andrew, Support CSR
Andrew

Andrew has been working with us in our Contact Centre for some years now as a full time Customer Service Colleague. Andrew has enjoyed a rewarding role with Toolstation and is looking forward to the future with us.

  1. What is the best experience you have had since joining Toolstation?

    I was invited to represent the company on the stand at the “homebuilding show” at the Birmingham NEC.

  2. In your current role what makes you feel most valued?

    When customers take the time to contact you to give praise and say how pleased they are with the service we offer.

  3. How would you describe a typical day at work?

    Very interesting and always busy. The time flies by. Each telephone call is varied and different and you can you can be speaking to people anywhere in the UK. It is very satisfying to take control of a customer’s problem and reach a conclusion to their satisfaction.

  4. What is the best thing about working for Toolstation?

    Toolstation offers many varied support functions and roles and does reward and promote people who are loyal, trustworthy and prepared to work hard for the company.

"Inspiring" Rob, Customer Service Representative
Rob

Rob initially joined us as a Customer Service Colleague two years ago and has thrived on the opportunity for personal development and progression within our Contact Centre.

  1. What attracted you to Toolstation as a company?

    At the time my friend worked in the Contact Centre and they had told me about the kind, friendly and positive way the company was run and the people within the company.

  2. How would you describe a typical day at work?

    I would say the typical day at work is exciting, hard work but non-stop. I just get a fantastic buzz out of helping customers and colleagues develop.

  3. How would you describe the culture?

    Very fast paced and customer orientated company, always looking to improve the services towards customers whilst looking after employees.

  4. What is the best thing about working for Toolstation?

    Being able to help customers, talk to customers and be in a very friendly and buzzing environment and sense of self-satisfaction when you know you have helped.

"Challenging" Emily, CSR Keyholder
Emily

Emily joined our Contact Centre two years ago as a part time Customer Service Colleague. Emily has progressed to a full time colleague and is finding Toolstation a challenging and enjoyable role.

  1. What attracted you to Toolstation as a company?

    I knew a few people who already worked at Toolstation who said it was a good place to work. I used to hear of the charity days Toolstation held which always sounded fun.

  2. What is the best experience you have had since joining Toolstation?

    Developing myself in more areas within the Contact Centre.

  3. How would you describe the culture?

    Culture at Toolstation is very customer focussed, we aim to provide excellent service to all customers at all times.

  4. What is the best thing about working for Toolstation?

    I think the people make Toolstation. Everyone helps anyone within our office and team work builds morale.