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You don’t need to be an electrician. Just take the lead.
What you'll do

Our Contact Centre is open Mon- Fri 7am-8pm, Sat 7am-7pm, Sun 9-5 (some shifts will include weekend and evening work) Our Contact Centre is based in Bridgwater, but we also require the ability to work from home.

The Contact Centre is the voice of Toolstation, making a fantastic first impression and going above and beyond to make our customers happy. As a Team Performance Manager you’ll be key to drive, engage and support our Team Leaders, within our busy multi channel Contact Centre; focused on driving performance, development and customer satisfaction throughout the team.

Ours is a multi-channel contact centre, responding to our customer queries via telephone, email and webchat, and it is your responsibility to ensure we are showing empathy and understanding throughout the customer journey, focusing on first contact resolution and team productivity. To ensure responses via email and webchat are within SLA and meet our required productivity standards.

You’ll also be instrumental in team engagement and development, ensuring Toolstation is a great place to work and a great place to buy.

Day-to-day

Taking Responsibility. Training, development and coaching of all team leaders. Aim for excellence, and develop all team leaders to the best of their abilities

Driving performance. You’ll drive productivity and the best results from your team, whether that be through improved average handle time, quality of output, or first contact resolution. Ensuring we meet our KPI’s. 

Collaboration. Working closely with other members of the management team, identifying and analysing training, process and quality needs in order to further enhance our customer service offering, with the customer at the heart of decision making. 

Being a leader. You will lead regular team meetings, probationary reviews, monthly 1-2-1 reviews and appraisals, creating and developing career plans. Ensuring also there is a clear path of succession for agents

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

A positive attitude. Make sure your team and our customers feel happy and supported. 
Customer Focus. A proven track record of leading senior teams in delivering great customer service, with a passion for driving success.

Knowledge. A strong knowledge of contact centre environments and people management covering channels such as email, voice and webchat 
 
Leadership. Excellent leadership, motivational and coaching skills. Ability to identify individuals strengths and opportunities for improvement
 
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

Joining our team means joining a business built around people: our customers and our colleagues. You’ll find every opportunity to be yourself and to bring your personality and potential to work. Wherever you join us, you’ll also find some of the most secure opportunities in retail and so many more opportunities to take your career in retail wherever you want – up the ladder or across the business. And because we want to do our best for you, you’ll be supported all the way with training, development and benefits that are some of the best in retail.

Toolstation. The story so far.

We’re one of Britain’s fastest growing multi-channel retailers of tools, accessories and building supplies. Backed by Travis Perkins plc, our freedom to operate as a nimble, entrepreneurial business means we’re now well established and have even bigger plans. The trade, home improvers and self-builders all trust us to deliver a lot more than tools. So, our colleagues in our Head Office and Contact Centre in Bridgwater, at our Distribution Centres in Bridgwater, Middleton, Redditch and Daventry, and in our network of over 400 branches throughout the UK, work together to get the job done. And with plans to open another 60 branches this year, we always have opportunities for great retail professionals 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