What you'll do
We’re on the lookout for an Operations and Technical Leader! Our Contact Centre is based in Bridgwater, however this role will opperate on a hybrid basis.
The Contact Centre is the voice of Toolstation, making a fantastic first impression and going above and beyond to make our customers happy. As Operations & Technical Leader you’ll be instrumental in actively looking after all aspects of our omni channel contact centre systems. This will include general administration, support, and configuration.
Ours is a multi-channel contact centre, responding to our customer queries via telephone, email and webchat, and it is your responsibility to maintain maximum uptime and provide the team with systems that allow them to work to their full potential.
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. Taking responsibility for the Contact Centre’s core systems including telephony and webchat. Aim for maximum uptime and provide the team with a system that allows them to work to their full potential
Driving performance. You’ll drive productivity by not only working to optimise our current systems, but exploring further ways to improve our efficiencies through new technologies. Ensuring we meet our KPI’s
Collaboration. Working closely with the management team and our IT department, analysing current ways of working and seeking to enhance, update or optimise these whether that’s through changes to our in house software or seeking off the shelf solutions. Creating Customer Journey maps to ensure smooth efficiency of operations and improved customer experience.
Being a leader. You will lead the Contact Centre’s small change initiatives, prioritising and delivering these in a timely manner ensuring the continuous improvement of not only our department, but our overall customer experience
Problem Solving. Identifying and evaluating problems and possible causes to determine root causes and impacts. Researches issues thoroughly and uses sound judgement. Working within projects to drive improvements.
Being Compliant. Ensuring the compliance of all departmental systems, including data protection and payment card industry standards.
What you'll bring
Knowledge. Broad knowledge of hardware, software and programming. A good general knowledge of end-user technologies, e.g. PC's, Audio Visual, Mobile Phones, Telephone systems. Experience with system configuration, managing systems, and system analysis. Exposure to applications, data, or integration and the associated principles
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.
Customer Focus. A proven track record of delivering great customer service, with a passion for driving success.
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.
