An exciting opportunity to join the aftercare team as an Operations Manager on a 6 month Secondment.

Role Purpose:

Manage a team of service coordinators to ensure excellent customer service and complaint management. Oversee workflow, ensure compliance, and develop programs for continuous improvement.

Key Accountabilities:

Develop and deliver training programs to address skill gaps and ensure regulatory compliance. Implement a quality framework and track results to consistently manage and improve quality across the CR team.
Manage and improve the Customer Satisfaction (CSAT) framework within Customer Relations by identifying and addressing reasons for underperformance.
Analyse and investigate the root causes of customer complaints to identify trends and improve the customer experience.
Collaborate with colleagues across the company to reduce complaints.
Manage the allocation and resolution of CEO Complaints, ensuring timely resolution and excellent customer service for complaints addressed to senior figures within the business.
Act as a subject matter expert on complaint management to support, train, and raise the standard of compliance across the business. Ensure the business is prepared to defend complaints in legal proceedings.
Develop objectives and targets to achieve departmental SLAs and KPIs, collaborating cross-functionally to implement team-wide initiatives.
Efficiently manage workflow and resources to optimise team productivity.
Collaborate with peers and your Line Manager to identify and implement operational improvements that will enhance service, increase efficiency, and reduce costs.
Prioritise colleague development to create a multi-skilled team and track progress consistently.
Maintain accurate data, analyse it, and create action plans to reduce risks and negative impacts on operations and customers.
Manage the recruitment, selection, and induction of new team members, ensuring they are properly assessed and integrated into the team.
Ensure accurate application of company policies and procedures when managing employee performance, conduct, sickness absence, and work-related issues.
Forecast and plan to ensure teams have enough resources, including recruitment if needed and within budget.
Develop and implement a framework to identify and address the root causes of customer complaints, with the goal of reducing their occurrence.
Create and maintain documentation for the root cause resolution framework, including reports and processes.
Thoroughly review individual complaints to identify trends and pinpoint areas for improvement within the business.
Use existing data (complaints, customer feedback, etc.) to identify key issues and themes impacting customers.
Help stakeholders track and measure the success of improvement initiatives.

Demands of the role

Multifaceted Leadership: Navigate the dynamic balance of leading a team while spearheading Root Cause Analysis and Quality Assurance initiatives.
Investigative Prowess: Uncover the intricate details behind complex complaints, requiring meticulous analysis and a dedication to uncovering the truth.
Strategic Influencer: Build consensus and gain buy-in from diverse stakeholders across the organisation to drive meaningful change.
Project Ownership: Take the reins on project plans, ensuring seamless execution and measurable results that elevate the customer experience.
Inspirational Leadership: Foster a high-performance culture where productivity and quality coexist, motivating colleagues to consistently deliver exceptional complaint management.
Leadership and Management Skills: Ability to effectively lead a team while juggling multiple responsibilities like Root Cause Analysis (RCA) and Quality Assurance (QA).
Analytical and Investigative Skills: Capacity to conduct thorough and detailed analyses to identify the root causes of complaints.
Interpersonal and Influencing Skills: Ability to gain buy-in and collaborate with stakeholders at various levels to drive change.
Project Management Skills: Capability to own and manage project plans to ensure successful implementation of changes.
Communication and Motivation Skills: Ability to influence and motivate colleagues to maintain high standards of quality and productivity.
Time Management and Prioritization Skills: Ability to balance daily leadership tasks with in-depth analysis and project management, often under tight deadlines.
Adaptability and Resilience: Ability to thrive in a fast-paced environment with changing demands and challenges.

Key Skills and Competencies

GCSE Maths and English
Educated to A Level Standard
2 years working in a contact centre/customer service centre environment as service specialist or complaint handler
3-5 years working in a complaints environment managing complex complaints.
Effective analytical and investigative skills.
An effective communicator and customer champion.
Practical knowledge of Word, Excel, Powerpoint and Google Doc’s
Experienced negotiator and mediator.
Excellent communicator with proven record of managing customer issues through to effective conclusion
Intermediate level user of Word, Excel, Powerpoint and Google Doc’s

Knowledge

Good knowledge of complaints management best practice.
Internal knowledge of Wickes systems, products and services.
Good knowledge of people management best practice
Good commercial awareness of customer service environment and particularly with resolving escalated customer concerns and complaints to MD/CEO
Thorough knowledge of Wickes systems, processes, services and product range.
Practical understanding of Consumer legislation and its application when applied to complaints claiming consumer rights.
Experience and knowledge working with The Furniture Ombudsman
Good commercial awareness
Knowledge of the DIY/ Kitchens and Bathrooms market

Other Attributes

An experienced complaint handler , who leads by example and takes ownership of customer issues. Takes responsibility for their performance and accountabilities.
Personally motivated
Confidence in managing complex issues. Personal resilience and able to work in a very fast paced environment to meet changing demands and challenges
Enthusiastic, engaging and positive
Understands the importance of attention to detail.
Ability to investigate complex issues and present strengths and weaknesses to facilitate a conclusion that is right for the business and the customer

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.

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.

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