Contact Centre Training
If you are successful in securing a position in the Screwfix Contact Centre, you can look forward to receiving a thorough and comprehensive training package, designed to equip you with all the skills and knowledge you will need to make a success of your role.
You will also be able to take advantage of the many ongoing training schemes we offer as you progress your career with us, so you can always be sure that your skills will be regularly developed and kept up to date.
Customer Service Representative Training
This initially takes the form of a detailed induction lasting for approximately two weeks. During this time you will be thoroughly trained in a varied and diverse range of areas, giving you the confidence to begin taking customer calls safe in the knowledge that you will be starting the job equipped with all the tools to perform to a high standard from the very first call.
Beginning with an in-depth corporate overview, the course then moves on to cover important technical aspects such as company policies, health and safety, how the phone systems work and how the computer packages you will be using are operated. We cover how to set up and amend a customer record, how to explain to them what we use their data for so we comply with data protection laws, then tell you how to request a catalogue, process an order and take payments. We'll go through these steps in plenty of detail so you understand the processes for different categories of customers, catalogues, order types and payment methods.
We'll educate you on the dozens of other things that a customer call might involve, including product enquiries, delivery arrangements, refunds, returns, complaints, use of vouchers, bulk orders, credit accounts, dispatching goods to a customer directly from the manufacturer rather than our distribution centre, processing orders to be collected from a Trade Counter rather than being delivered, and so on. It will seem like a lot to learn but we'll provide you with enough reference materials and critically, enough support to help you through the initial period when it's all sinking in.
Throughout all of this, we will give you plenty of coaching on the interpersonal aspects of the role, including how to talk to a customer, how to offer fantastic levels of service, how to promote special offers, how to increase order values by up-selling, how to confidently offer alternative products if the one the customer wants is out of stock, how to deal with irate or demanding customers and so on. We'll aim to give you everything you need to be successful as quickly and effectively as we possibly can.
Going forward, there will be plenty of opportunities to continue your training and development, and to advance your career within both the Contact Centre and the wider business. We give you thorough performance reviews after 4, 8 and 11 weeks in the job where we evaluate any training gaps and ensure that we deliver any necessary adjustments to your training, then we constantly work with you to refine your skills and knowledge.
Team Manager Training
When you join the business as a Team Manager, you will firstly be trained on all aspects of the Customer Service Representative role, as we believe to effectively manage a team you need to understand in detail exactly what they do. In order to give you this knowledge, we will put you through a condensed version of the induction that they undertake, as detailed earlier on this page. This will give you a sound base from which to launch your management career within the Contact Centre.
Your management training will cover a wide variety of topics, including the role of the manager, how to identify the different learning styles of your team and coach accordingly, expectation and goal setting, performance management, dealing with underperformers, conducting effective one-to-one sessions, delivering praise and criticism in a constructive manner, effectively influencing your team's behaviour, action planning and prioritising, delegating tasks, identifying and reacting to development needs, identifying and solving problems, and so on. This coaching will be delivered on an ongoing basis and will be regularly refreshed.
We aim to ensure that all our Team Managers are equipped with all the tools required to be highly successful leaders and to get the most out of their teams. Creating effective and inspirational leaders is really important to us and we will support you throughout your career with us to make sure you are able to be the best manager you can be.