Role Purpose:
The Head of Central Operations is responsible for overseeing and optimising the core operational functions across the Installation department, working closely with cross-functional teams to identify and implement improvements that enhance productivity, reduce costs and streamline workflows.
Additionally, the Head of Central Operations will ensure that all operational activities align with the broader business goals, maintaining a high standard of service delivery and customer satisfaction while fostering a culture of continuous improvement and operational excellence.
What you’ll be doing:
- The Head of Central Operations is responsible for overseeing and optimising the core operational functions across the Installation department, working closely with cross-functional teams to identify and implement improvements that enhance productivity, reduce costs and streamline workflows.
- Additionally, the Head of Central Operations will ensure that all operational activities align with the broader business goals, maintaining a high standard of service delivery and customer satisfaction while fostering a culture of continuous improvement and operational excellence.
- Drive utilisation across our installer network by developing and reviewing key metrics to enable us to maximise coverage, such as job allocations / compliance / skill sets / radius, supporting delivered sales targets.
- Develop and execute comprehensive recruitment strategies and processes, including site visits, to build a high-performing installer network capable of consistently delivering the Wickes standard. Additionally, foster the growth of talent within the installation industry by supporting the development of Wickes Approved Installers through the apprenticeship program, ensuring a pipeline of skilled professionals for the future.
- Lead the team in delivering effective remedial actions to resolve customer complaints through Corrective Action & Warranty. Continuously review key metrics across the customer journey to ensure timely resolutions, minimise delays, additional costs, and financial risks, while enhancing the overall customer experience.
- Leverage data and insights from all stages of the installer journey, including site visit deviations, to drive meaningful improvements within the Installations team. Collaborate cross-functionally to identify, implement, and embed solutions that create lasting, positive change across the business.
- Understanding product and industry innovation / legislation whilst working with other support functions such as Quality / Commercial and our Suppliers to understand how changes will impact our operation from an installer / retail / customer perspective.
- Make recommendations to roll out these changes, whilst influencing our requirements.
- Create robust action plans to deliver high engagement across all teams within Central Operations. To continuously improve engagement by actively listening and reacting to challenges / feedback in a proactive way.
- Develop a clear talent management / succession plan that encourages colleagues to embrace personal development and progression, mitigates any leadership risks and supports developing talent which could be transferred across the business to meet future needs.
- Ensure company policies, procedures, and contractual obligations are complied with by all team members and health and wellbeing and EDI initiatives / requirements are consistently applied and/or available to all colleagues.
What we’re looking for:
- Leading teams in a customer-facing environment.
- Experience of risk assessment and mitigation within an organisation.
- Execution of business plans and objectives aligned to the wider business strategy.
- Exceptional leadership skills that deliver and drive key performance indicators.
- Ability to work with external and internal stakeholders.
- Ability to understand projects customers might undertake.
- Excellent communication skills (verbal, written and listening).
- Excellent networking and stakeholder engagement skills.
- Ability to deliver a collaborative approach with other business functions.
- Ability to work with senior business leaders in defining and communicating clear priorities.
- Ability to engage, influence and motivate key stakeholders to contribute to / deliver the goals and success of the team and wider organisation.
- Strong credibility and presentation skills in senior forums.
- Strong planning & organisational skills with the ability to prioritise workload, adapting to the changing needs of the business.
- Passionate about implementing and driving EDI initiatives.
- Deliver high team engagement through targeted action plans.
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 also have an early careers network to support you if you’re in your first few years of your career.
We’ll also equip you with a benefits package that includes:
- Competitive bonus
- Save-as-you-earn scheme
- Private Medical and Life Assurance
- Enhanced 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.
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 our culture that is considered our best kept secret; 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.
"We aim to create an inclusive workplace with colleagues’ wellbeing at the heart of everything we do.
We’re a Disability Confident Employer and committed to building a diverse workforce that reflects the communities we serve. We welcome applications from disabled people and are committed to providing an accessible recruitment process and workplace for everyone. If you require any support or reasonable adjustments, please let us know
here."
Closing Date: 14th October 2026
