Working in our Contact Centre

You don't need to be a carpenter.

Just offer a smooth customer experience.

Working in our Contact Centre

YOU DON'T NEED TO BE A BRICKLAYER. JUST ABLE TO BUILD GREAT RELATIONSHIPS.
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Working in our Contact Centre

In our Contact Centre, we not only handle around 20,000 phone calls a week from customers across the UK, we also answer questions by email, social media and webchat. We’ve enjoyed amazing success over recent years and have been outperforming the market. This means as we continue to grow, so will our customer enquiries! Which is why we’re always looking out for talented people committed to delivering great service.

Join us and you’ll most likely start on the phones, taking orders from customers, helping them to track an order, or answering their other questions. It’s less about selling and more about getting the right information to them as quickly as possible, although you may be asked to recommend products and let them know about our great value deals.

You’ll find it’s a relaxed, friendly place to work, where you’ll have a target to meet, but you’ll also have plenty of support to help you achieve it.

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Take a look around our Contact Centre

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Take a look around our Contact Centre

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Take a look around our Contact Centre

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Take a look around our Contact Centre

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Take a look around our Contact Centre

Toolstation Jobs - Careers Website - Contact Centre Image 1.jpg

Take a look around our Contact Centre

What to expect

You’ll probably only be on each call for a few minutes at a time and you’ll probably get through around a hundred calls a day. Our Contact Centre is open from 7 in the morning to 8 in the evening and 9 to 5 on the weekends, so you’ll be working flexible shifts with a mix of some early shifts, some later ones and some 9 to 5. Generally, your shifts will be the same every week so you can plan your life accordingly.

As the voice of Toolstation, you’ll be going the extra mile to answer customers’ questions. It’s about being able to talk confidently to a variety of customers and give them great service with a smile in your voice, while also being comfortable using a computer and the internet. You’ll be handling email correspondence and webchat as well as responding to customers on social media channels.

There’s no script to follow or outbound calls to make, it’s more about asking the right questions and finding answers quickly and efficiently. And, if the customer's not happy, it’ll be up to you to get things back on track.

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Hybrid and Remote Working

Since the Pandemic changed the world of work for most of us, we’ve continued to support our teams to work flexibly, doing some days in the office and some days at home. If you live close to the Contact Centre, you’ll benefit from being in the office at least two days a week and working from home for the other days. You’ll get to enjoy the best of both worlds - less time commuting, but you’ll still feel part of our buzzing team. And if you prefer to work from our Contact Centre every day that’s also a great option. We’ll supply you with a laptop so that you can access all our systems and your email.

As for our brilliant team of remote Customer Service Representatives who live further afield, they work virtually from their homes five days a week, but with all the support of a Team Leader on hand at any point for coaching and guidance. When you work remotely you’ll visit the Contact Centre in Bridgwater at least once a quarter to enjoy a face-to-face meeting with your manager so we can track your progress and support your career development.

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Working from home

Working from home is not as easy as it sounds. You need to make sure you have a quiet space to work from where you won’t be disturbed and where you have good internet speeds. Our customers won’t enjoy their experience with you if your wifi is dropping every few seconds. It can feel a little intrusive when you’re handling a complaint or a difficult customer call in your own home and that is why you’ll have the virtual support of your coach and team leader on hand to lend all the support you need.

Your potential career path

Customer Service Representative

We have levels of Customer Service Representative, so show us you can meet your targets and learn new skills and you could be moving up a level fairly quickly. Beyond that, you’ll have the chance to progress to Shift Lead, Team Leader and beyond. Or move into one of our different business areas within Toolstation or the wider Travis Perkins Group. Delight our customers and we’ll help you to achieve your own ambitions.

Shift Lead

Our Shift Leads are the first step onto the management path in our Contact Centre offering first-line support. Responsible for your shift, you will ensure that Customer Service Representatives are supported, providing coaching and guidance to help them be the best they can be for our customers, and also talking to customers where required.

Team Leader

You’ll be leading, coaching and developing a team of 10 to 15 Customer Service Representatives so they continue to give great customer service. It’s about recognising their achievements, supporting them with any problems and making sure they get all the training and development they need. That means assessing their abilities and spotting areas for improvement, as well as reviewing their performance so the team meets and beats its targets.

As an experienced Customer Service Representative yourself, you’ll still be taking calls and using our systems, but it’s more about getting the best from your team. And making sure they give their best to our customers.

Customer Experience Executive

In this role you'll resolve complex and escalated customer issues, providing exceptional customer service and liaising with internal teams and external organisations to find the perfect resolution. You will also help identify trends and analyse customer feedback to make sure we can be really proactive at preventing issues from happening and perfecting our customer experience.

Call Training and Development Coach

You’ll make sure that the quality of our calls with customers is always spot on. This means you’ll cover everything from training new Customer Service Representatives to listening in on customer calls each day and assessing levels of service. It’s all about making sure that when a customer calls, they get the service and support they need. So you’ll be assessing Customer Service Representatives individually, looking at their training needs and planning their development to make sure they’ve always got the backing they need.

You’ll need a keen eye for detail and the confidence to give people feedback, talk through their development and put a plan in place with their managers. You’ll also need to take a big-picture view, looking at the development needs of the Contact Centre as a whole and where we could do things better. 

Customer Service Representative

We have levels of Customer Service Representative, so show us you can meet your targets and learn new skills and you could be moving up a level fairly quickly. Beyond that, you’ll have the chance to progress to Shift Lead, Team Leader and beyond. Or move into one of our different business areas within Toolstation or the wider Travis Perkins Group. Delight our customers and we’ll help you to achieve your own ambitions.

Shift Lead

Our Shift Leads are the first step onto the management path in our Contact Centre offering first-line support. Responsible for your shift, you will ensure that Customer Service Representatives are supported, providing coaching and guidance to help them be the best they can be for our customers, and also talking to customers where required.

Team Leader

You’ll be leading, coaching and developing a team of 10 to 15 Customer Service Representatives so they continue to give great customer service. It’s about recognising their achievements, supporting them with any problems and making sure they get all the training and development they need. That means assessing their abilities and spotting areas for improvement, as well as reviewing their performance so the team meets and beats its targets.

As an experienced Customer Service Representative yourself, you’ll still be taking calls and using our systems, but it’s more about getting the best from your team. And making sure they give their best to our customers.

Customer Experience Executive

In this role you'll resolve complex and escalated customer issues, providing exceptional customer service and liaising with internal teams and external organisations to find the perfect resolution. You will also help identify trends and analyse customer feedback to make sure we can be really proactive at preventing issues from happening and perfecting our customer experience.

Call Training and Development Coach

You’ll make sure that the quality of our calls with customers is always spot on. This means you’ll cover everything from training new Customer Service Representatives to listening in on customer calls each day and assessing levels of service. It’s all about making sure that when a customer calls, they get the service and support they need. So you’ll be assessing Customer Service Representatives individually, looking at their training needs and planning their development to make sure they’ve always got the backing they need.

You’ll need a keen eye for detail and the confidence to give people feedback, talk through their development and put a plan in place with their managers. You’ll also need to take a big-picture view, looking at the development needs of the Contact Centre as a whole and where we could do things better. 

Customer Service Representative
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Developing your skills

From the day you join us, you’ll find an atmosphere that’s designed to help you develop your skills and learn new ones, so you can build a career that suits you. It all starts with an induction in our purpose-built training room. Here you’ll learn about the systems we use, the basics of dealing with our customers and how to find the answers they’re looking for.

From there, your manager will work with you to help you develop your skills and knowledge throughout your probation period. Show us you’ve got what it takes to develop quickly and you could get a promotion even before the end of your probation - it’s all down to how well you perform.

As you move up the career ladder, you’ll find there’s lots of support to help you build up your skills. And plenty of chances to move into different contact centre teams, or secondments into other parts of the business. Working here gives you a good grounding in the whole business and there are lots of examples of people who started their career with us before moving into teams such as Finance, Buying, IT and HR.

Meet our people

Hayley, Customer Service Representative

Hayley, Customer Service Representative

I used to work as a Retail Supervisor for one of Toolstation’s competitors, I saw the advert for Toolstation and I’ve never looked back. I started as a bronze-level Customer Service Representative and I thought, "I am going to go for gold". So I did! No two days are the same - the job is very fluid. You can be on the phones dealing with queries, repairs or carrier issues or you can be on emails or social media and webchat.

Because I have worked my way through the standards, I have learned to do all of the different roles. The more you wish to progress the more they will teach you. I love the camaraderie here at Toolstation. It’s a lot of fun here and everyone gets on. It’s very inclusive and nobody gets left out. We’re like a nutty little family.

Oktay, Customer Service Representative

Oktay, Customer Service Representative

I only came to the UK last year and I am doing really well in Toolstation. I have been here a couple of months and I love what I do. I deal with general enquiries and issues for customers, trying to resolve customer issues quickly and accurately. The environment is really good, everyone is so friendly. Sometimes it can be difficult to resolve an issue, but I have a mentor and there is always someone who can help you. So nothing is too difficult. There is nothing hard when you love what you do.

Pip, Customer Care Executive

Pip, Customer Care Executive

I started with Toolstation three years ago as a Customer Service Representative and after a stint on emails and Customer Care, I was then promoted to Customer Experience Executive. A typical day is holding a team meeting first thing to plan the work for the day but from there nothing is that typical. There is a real variety of helping customers, stores or suppliers with any issues. I work a hybrid role of three days at home and two days a week in the office. We have a virtual team that is always there to support us if we do have any issues or we want to discuss a difficult customer.

You do get some tough calls. Some customers have an expectation that you can’t meet but you advise them what you are able to do and do your best to resolve their issue. You just have to do your best to the best of your ability. Once my day is finished, I can close the laptop, leave my home office and then I switch into being a mum and it works really well. I love what I do and I look forward to exploring any other opportunities that do come up within Toolstation.

Jade, Team Leader

Jade, Team Leader

I started the day before we all went into the first lockdown as a Customer Service Representative. I progressed to Shift Lead and then more recently was promoted to Team Leader. We work a mixture of remote working and some days in the office. It is nice to have a mixture of both. The people make a real difference. Working with such supportive colleagues really makes my shift so much better each day.

Typically, my day changes so much, meetings with the management team, regular 1-2-1 meetings and I'm always checking in with my team. I am also involved in recruitment so I'm regularly interviewing and working with the Continuous Improvement Team to make sure we are supporting our new starters, giving them the best experience possible.

Melissa, Team Leader

Melissa, Team Leader

I joined as a Customer Service Representative. Within a year, I’d been promoted to Shift Lead and then to Team Leader. My role is to support and train my team and make sure everything is running smoothly and we are hitting all our targets. The people really make the difference here, everyone is happy and motivated which is so refreshing.

It can get really busy and that can be difficult to manage sometimes, but we always get through it by prioritising tasks and moving people into the right place. I would like to keep progressing and hope to make it to Contact Centre Manager or a similar level opportunity. I like that we make everyone feel welcome and like they belong. We treat everyone fairly and equally here at Toolstation.

Latest Contact Centre jobs

Telephone: 01278 411 366
Email us: recruitment@toolstation.com

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