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.

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.

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.

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.

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.