We are hiring! We are looking to recruit a Customer Service Delivery Manager to manage the day-to-day operation and standards of the Service Delivery Team to ensure the effective delivery of end to end process management and departmental support in line with agreed SLAs, whilst seeking opportunities to drive and implement continuous improvement.
Working Pattern: Mon-Fri 8.30am-5.30pm. This role requires you to be present in the office 3 days a week (Tues, Weds & Thurs) with the remaining days flexible to work from home or the office.
Key Responsibilities:
- Lead the Service Delivery Coordinators to deliver expectations of their role and SLAs, including installer allocations, payments, waste authorisations and general installer maintenance.
- Develop team members through regular 1-2-1s and reviews, identifying training needs and facilitating opportunities for development both within the team and wider business.
- Deliver operational excellence by enhancing the installer and customer experience. Review, analyse and propose improvements to the operations, ensuring process flexibility, engaging stakeholders, supporting new initiatives, and conducting PIRs.
- Build and maintain relationships with stakeholders, resolving issues raised, supporting the operation of other teams and acting as a liaison between internal and external teams and departments.
- Quickly resolve operational issues to minimise the impact on our installers and customers, analyse root causes to prevent recurrence, and proactively create reporting when needed.
- Serve as the first point of contact for operational issues for Service Delivery colleagues and wider stakeholders, minimising any disruption to the operation and responding to any queries in a timely manner.
- Facilitate effective communication, promote a collaborative and supportive team culture, establish clear communication channels, and facilitate regular team meetings and communication sessions.
- Ensure the health and safety of team members within the office is protected through adherence to ways of working and supporting the wellbeing of colleagues through engagement with Installations Feel and Home Committee events and aligning activities with The Wickes Colleague Promise.
What are we looking for:
- Experience / knowledge of resource forecast planning
- Operating procedures and processes - Data protection
- Working with digitised platforms, apps and other technology in a similar role
- Using own initiative, working at pace to tight deadlines
- Working within different teams and understanding a variety of roles and responsibilities
- Ability to review and analyse information and make decisions based on robust facts
- Experience of supervising a service orientated team within a Customer Services or Office Support environment
- Worked within the Kitchen and Bathroom market within the last 12 months or within a similar role
What can we offer you?
You’ll be supported with fantastic learning and development and have the opportunity to grow and develop your career with us.
We’ll also equip you with a benefits package that includes
- Save-as-you-earn scheme
- Contributory pension scheme
- Colleague discount
- Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle to work scheme
Our widely recognised wellbeing strategy is something we’re proud of at Wickes. As part of this, we offer a range of health and wellbeing benefits and support, including an Employee Assistance Programme, financial education & loans, and access to parental, menopause and fertility support.
By giving you the support you need to do well at work, and the flexibility to make life work for you. We are giving you a career that doesn’t put your life on hold. Where you can be yourself, do your best work, and make a positive difference every day.
We recognise the value of bringing our teams together to collaborate, support each other and build on our amazing culture. We are also encouraging our teams to work flexibly, with a blend of remote / office working.
About Us:
Wickes is a multi-channel retailer operating in the home improvement market. With 50 years in industry, Wickes now generates revenue in excess of £1.6bn across 230 stores delivered by 8,000+ colleagues.
But it is the Wickes culture that we are really proud of. It's a collaborative, down to earth, fun and inclusive environment where people feel part of a winning team. All our colleagues come from different backgrounds, but what we all have in common is a determination to succeed and a passion for being the best we can be. If that sounds like you, we’ll make you feel right at home.
