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Working in our customer contact centre

You don't need to be a joiner.

Just know how to bring it all together.

Working in our customer contact centre

YOU DON'T NEED TO BE A BUILDER. JUST KNOW HOW TO KEEP A LEVEL HEAD.
Toolstation-Apr19-867-web.jpg

Take a quick look around our customer contact centre.

Toolstation-Apr19-854-web.jpg

Take a quick look around our customer contact centre.

Toolstation-Apr19-866-web.jpg

Take a quick look around our customer contact centre.

Toolstation-Apr19-860-web.jpg

Take a quick look around our customer contact centre.

Toolstation-Apr19-869-web.jpg

Take a quick look around our customer contact centre.

Working in our contact centre

In our contact centre, we handle around 18,000 phone calls a week from customers across the UK, as well as answering questions by email and on social media. And as Toolstation continues to grow so fast, we’ll be dealing with more and more customers each year.

Join us and you’ll most likely start on the phones, taking orders from customers, helping them to chase an order up or answering their questions. It’s less about selling and more about getting the right information to them as quickly as possible.

This means you’ll probably only be on each call for a few minutes and you’ll probably get through around a hundred a day. We don’t run a 24-hour contact centre, but we do work longer hours than a typical office, so you’ll be working shifts. 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. So, start as a Customer Service Representative and you’ll have plenty of scope to build your skills and move into different teams in the contact centre or across the wider business.

Toolstation-Apr19-867-web.jpg

Take a quick look around our customer contact centre.

Toolstation-Apr19-854-web.jpg

Take a quick look around our customer contact centre.

Toolstation-Apr19-866-web.jpg

Take a quick look around our customer contact centre.

Toolstation-Apr19-860-web.jpg

Take a quick look around our customer contact centre.

Toolstation-Apr19-869-web.jpg

Take a quick look around our customer contact centre.

Your career path

Customer Service Representative

Join us and you’ll be the voice of Toolstation for our customers, going the extra mile to answer their questions. It’s about being able to talk confidently to a variety of customers, give them great service with a smile in your voice and being comfortable using a computer and the internet. There’s no script to follow or outbound calls, so it’s more about asking the right questions and finding answers quickly and efficiently. And, if they’re not happy, it’ll be up to you to get things back on track. 

We have three 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 go for a Team Leader, Resourcing, Customer Correspondence or Call Training role, or to move into a different part of the business altogether.

Team Leader

You’ll be leading, coaching and developing a team of 10-15 Customer Service Representatives (CSRs) 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 CSR 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.

Resource Assistant

As an experienced Customer Service Representative (CSR), you’ll understand what’s needed when it comes to organising work rotas in the contact centre. So you’ll be supporting the Resource Supervisor to spot gaps where we need cover and making sure we have the people we need, when we need them.

This means you’ll need the ability to study patterns, predict problems and create plans, along with an analytical approach and good MS-Excel skills.

Resource Supervisor

With your knowledge of the way the contact centre runs, you’ll understand the times when we need more people and be able to plan to make sure we’re covered. That means looking at where there are spikes in the number of calls coming in, assessing where we need more cover and making sure we have the people we need to give our customers great service.

Naturally, you’ll need an eye for detail and the ability to analyse large amounts of information, spot patterns, predict needs and plan work rotas. This means you’ll need to work closely with Supervisors and Managers to manage and monitor staff holidays and sick leave. It’s all about balancing service levels with cost, so we’re always putting our customers first.

Recruitment and Training Coordinator

Getting the best people into our contact centre means we’re always giving our customers the best possible service. That’s where you come in.

You’ll play an important role in recruiting and training our people. We hold a group recruitment session as part of the recruitment process and you’ll help to run this, working with managers to make sure we choose high quality people. And once people join us, you’ll help to make sure they always have opportunities to develop their skills and learn new ones. That could involve anything from organising their induction, to running training workshops, monitoring performance, giving one-to-one feedback and holding reviews at the end of their probation.

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 (CSRs) 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 CSRs individually, looking at their training needs and planning their development so 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 Experience Executive

This is all about making sure our customers get the very best experience, even when things don’t go right. You’ll be dealing with customer complaints that are passed on from our Customer Service Representatives, handling sometimes complicated issues and coming up with answers that satisfy everyone.

Obviously, you’ll need to be great with people – a good communicator who stays calm under pressure and gets to the bottom of a problem. That could mean talking to different Toolstation departments or our suppliers and deciding on the best way forward to keep the customer happy. So, you’ll know the right questions to ask and you’ll listen carefully to the answers you get. At the same time, you’ll always be on the lookout for ways to improve our service so we’re always giving customers the best possible experience.

Customer Experience Coordinator

You’ll be overseeing the Customer Experience Executive, handling more complex customer complaints and making sure we’re always improving our customer experience. 

This means you’ll need to be a good negotiator, with the ability to come up with the best solutions for both the customer and Toolstation. But you’ll also need the ability to see the bigger picture, looking at the reasons behind the problems and working with managers across the business to improve the way we do things. So, you’ll need strong analytical skills to spot patterns, along with the ability to work with people at all levels of the business, get them on your side and come up with the best way forward. And all the time, you’ll have the customers’ interests at heart.

Customer Correspondance Supervisor

You’ll be leading a team of Customer Service Representatives dealing with customers who contact us by email, social media and post. It’s all about making sure your team gives customers the great service they’d expect from Toolstation and handling any more complex issues yourself. That means working closely with other parts of the business and making sure that problems are sorted as quickly as possible to meet customer needs. At the same time, you’ll support, motivate and develop your team so they meet customer expectations.

All your team’s contact with customers will be written, rather than over the phone, so it’ll be up to you to make sure everything’s clear, concise and well-written. Naturally, this means you’ll need to be a great communicator with excellent spelling, grammar and punctuation.

Team Manager

You’ll be managing a small group of Team Leaders, ensuring they have all the support they need to lead, coach and develop their teams. From helping them with any staffing or development issues, to ensuring their teams are meeting and exceeding targets, you’ll also make sure they’re getting the personal development support they need.

As an experienced Team Leader yourself, you’ll know what comes with the territory. So you’ll keep an eye out for your Team Leaders, helping them to get the best out of their teams and themselves. Whether you’re assessing their own and their team’s performance, looking at areas for improvement or planning learning and development programmes, you’ll help them to constantly improve customer service. At the same time, you’ll be reporting to senior managers on performance so the overall contact centre continues to meet customer service targets.

Customer Contact Assistant Manager

Managing a number of Team Managers and reporting to the Customer Contact Manager, you’ll make sure that our teams are all giving customers the best possible service. From looking at overall performance figures, to assessing learning and development needs and handling day-to-day operational issues, you’ll play a big part in keeping the contact centre running smoothly and efficiently.

Naturally, you’ll need to know the contact centre inside out, from the way we deal with calls, to the pressure points and rates of customer satisfaction. At the same time, you’ll need to be a strategic thinker, looking at the bigger picture, understanding business needs and focusing on making sure everything’s in place to keep our customers happy and coming back for more.

Customer Contact Manager

You’ll be responsible for the day-to-day running of the contact centre. That means making sure we’re always giving our customers the best possible service, answering their questions and solving their problems quickly and effectively. At the same time, it’s about understanding the changing nature of the business and working closely with managers to appreciate how that affects customers.

As a confident and inspirational leader, you’ll be an excellent communicator, with the ability to get people at all levels on your side. That means understanding the issues that affect your Customer Service Representatives one minute and negotiating budgets with the Managing Director the next. It’s about developing a realistic development plan for the contact centre to meet the needs of a changing business, while always keeping customer service at the top of your priorities.

Head of Customer Experience

You’ll be responsible for how we deal with customers, no matter how they get in touch with us. It’s about monitoring performance levels, planning resource levels to meet business needs and spotting problem areas and making sure they’re addressed. So, you’ll be developing new ways to get to know our customers and what they want from us. And you’ll make sure our teams always put the customer first by creating a culture that encourages their personal and professional development.

This means you’ll need wide experience of managing and constantly improving customer experiences. So, you’ll need to balance the ability to adapt and manage change in a constantly evolving business with strong commercial skills. At the same time, you’ll be an experienced project manager, with the ability to influence and negotiate with people at all levels.

Customer Service Representative

Join us and you’ll be the voice of Toolstation for our customers, going the extra mile to answer their questions. It’s about being able to talk confidently to a variety of customers, give them great service with a smile in your voice and being comfortable using a computer and the internet. There’s no script to follow or outbound calls, so it’s more about asking the right questions and finding answers quickly and efficiently. And, if they’re not happy, it’ll be up to you to get things back on track. 

We have three 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 go for a Team Leader, Resourcing, Customer Correspondence or Call Training role, or to move into a different part of the business altogether.

Team Leader

You’ll be leading, coaching and developing a team of 10-15 Customer Service Representatives (CSRs) 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 CSR 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.

Resource Assistant

As an experienced Customer Service Representative (CSR), you’ll understand what’s needed when it comes to organising work rotas in the contact centre. So you’ll be supporting the Resource Supervisor to spot gaps where we need cover and making sure we have the people we need, when we need them.

This means you’ll need the ability to study patterns, predict problems and create plans, along with an analytical approach and good MS-Excel skills.

Resource Supervisor

With your knowledge of the way the contact centre runs, you’ll understand the times when we need more people and be able to plan to make sure we’re covered. That means looking at where there are spikes in the number of calls coming in, assessing where we need more cover and making sure we have the people we need to give our customers great service.

Naturally, you’ll need an eye for detail and the ability to analyse large amounts of information, spot patterns, predict needs and plan work rotas. This means you’ll need to work closely with Supervisors and Managers to manage and monitor staff holidays and sick leave. It’s all about balancing service levels with cost, so we’re always putting our customers first.

Recruitment and Training Coordinator

Getting the best people into our contact centre means we’re always giving our customers the best possible service. That’s where you come in.

You’ll play an important role in recruiting and training our people. We hold a group recruitment session as part of the recruitment process and you’ll help to run this, working with managers to make sure we choose high quality people. And once people join us, you’ll help to make sure they always have opportunities to develop their skills and learn new ones. That could involve anything from organising their induction, to running training workshops, monitoring performance, giving one-to-one feedback and holding reviews at the end of their probation.

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 (CSRs) 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 CSRs individually, looking at their training needs and planning their development so 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 Experience Executive

This is all about making sure our customers get the very best experience, even when things don’t go right. You’ll be dealing with customer complaints that are passed on from our Customer Service Representatives, handling sometimes complicated issues and coming up with answers that satisfy everyone.

Obviously, you’ll need to be great with people – a good communicator who stays calm under pressure and gets to the bottom of a problem. That could mean talking to different Toolstation departments or our suppliers and deciding on the best way forward to keep the customer happy. So, you’ll know the right questions to ask and you’ll listen carefully to the answers you get. At the same time, you’ll always be on the lookout for ways to improve our service so we’re always giving customers the best possible experience.

Customer Experience Coordinator

You’ll be overseeing the Customer Experience Executive, handling more complex customer complaints and making sure we’re always improving our customer experience. 

This means you’ll need to be a good negotiator, with the ability to come up with the best solutions for both the customer and Toolstation. But you’ll also need the ability to see the bigger picture, looking at the reasons behind the problems and working with managers across the business to improve the way we do things. So, you’ll need strong analytical skills to spot patterns, along with the ability to work with people at all levels of the business, get them on your side and come up with the best way forward. And all the time, you’ll have the customers’ interests at heart.

Customer Correspondance Supervisor

You’ll be leading a team of Customer Service Representatives dealing with customers who contact us by email, social media and post. It’s all about making sure your team gives customers the great service they’d expect from Toolstation and handling any more complex issues yourself. That means working closely with other parts of the business and making sure that problems are sorted as quickly as possible to meet customer needs. At the same time, you’ll support, motivate and develop your team so they meet customer expectations.

All your team’s contact with customers will be written, rather than over the phone, so it’ll be up to you to make sure everything’s clear, concise and well-written. Naturally, this means you’ll need to be a great communicator with excellent spelling, grammar and punctuation.

Team Manager

You’ll be managing a small group of Team Leaders, ensuring they have all the support they need to lead, coach and develop their teams. From helping them with any staffing or development issues, to ensuring their teams are meeting and exceeding targets, you’ll also make sure they’re getting the personal development support they need.

As an experienced Team Leader yourself, you’ll know what comes with the territory. So you’ll keep an eye out for your Team Leaders, helping them to get the best out of their teams and themselves. Whether you’re assessing their own and their team’s performance, looking at areas for improvement or planning learning and development programmes, you’ll help them to constantly improve customer service. At the same time, you’ll be reporting to senior managers on performance so the overall contact centre continues to meet customer service targets.

Customer Contact Assistant Manager

Managing a number of Team Managers and reporting to the Customer Contact Manager, you’ll make sure that our teams are all giving customers the best possible service. From looking at overall performance figures, to assessing learning and development needs and handling day-to-day operational issues, you’ll play a big part in keeping the contact centre running smoothly and efficiently.

Naturally, you’ll need to know the contact centre inside out, from the way we deal with calls, to the pressure points and rates of customer satisfaction. At the same time, you’ll need to be a strategic thinker, looking at the bigger picture, understanding business needs and focusing on making sure everything’s in place to keep our customers happy and coming back for more.

Customer Contact Manager

You’ll be responsible for the day-to-day running of the contact centre. That means making sure we’re always giving our customers the best possible service, answering their questions and solving their problems quickly and effectively. At the same time, it’s about understanding the changing nature of the business and working closely with managers to appreciate how that affects customers.

As a confident and inspirational leader, you’ll be an excellent communicator, with the ability to get people at all levels on your side. That means understanding the issues that affect your Customer Service Representatives one minute and negotiating budgets with the Managing Director the next. It’s about developing a realistic development plan for the contact centre to meet the needs of a changing business, while always keeping customer service at the top of your priorities.

Head of Customer Experience

You’ll be responsible for how we deal with customers, no matter how they get in touch with us. It’s about monitoring performance levels, planning resource levels to meet business needs and spotting problem areas and making sure they’re addressed. So, you’ll be developing new ways to get to know our customers and what they want from us. And you’ll make sure our teams always put the customer first by creating a culture that encourages their personal and professional development.

This means you’ll need wide experience of managing and constantly improving customer experiences. So, you’ll need to balance the ability to adapt and manage change in a constantly evolving business with strong commercial skills. At the same time, you’ll be an experienced project manager, with the ability to influence and negotiate with people at all levels.

Customer Service Representative
Toolstation-Apr19-869-web.jpg

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 and 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 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 on 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

Lauren Kirk, Team Leader

Lauren Kirk, Team Leader

"I joined Toolstation in 2017 while I was at college, working part-time on the phones. I quickly worked my way up and now, as a Team Leader, I look after 15 people. I love the one-to-one interaction and helping people become the best that they can be. I don’t think many people would say they love their jobs, but I do.

Toolstation’s growing massively and there’s a wide range of careers available, so there are opportunities for me to progress. I want to go far and I’m interested in HR and marketing. Working in the contact centre really gives you a head start."

Elliott Howard, Payments Team

Elliott Howard, Payments Team

"I started working part-time at Toolstation while I was at college. I found I was spending more time here than at college and I was enjoying it more, too. So, I decided to work here full-time. Typically, I work 11-7, but I’m pretty flexible with my hours, so I do find myself doing other things. Where possible, Toolstation will work around you and try their best to accommodate you.

I plan on staying here for a while. It’s not just that it’s good for my CV, but I actually enjoy being here. I want to be a supervisor and there’s a lot of room to move around within the call centre."

Hayley Matthews, Customer Store Service

Hayley Matthews, Customer Store Service

"At the moment I’m going through a number of training courses. Which is great because I like to learn stuff - it means I can jump in to help other members of the team and gives the job real variety.

I love supporting the branches and the challenges they throw at me. The more calls I take, the more challenges I face and solve. So I’m always learning - growing my knowledge and developing my skills. Everybody gets on here - there’ll always be someone who will say hello and wave. Nobody gets left out - we’re a very inclusive office. It’s like we’re a nutty little family."

Latest contact centre jobs

Telephone: 01278 411 366
Email us: [email protected]

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