We are recruiting for two Service Centre Coordinators to join our team for a period of 9 months. The purpose of these roles will be to effectively deliver the end-to-end operational processes within the Installer Operational Support team, achieving agreed SLAs, to support our customers, installer network and installation teams.
This is a hybrid role with the expectation to be on site Tuesday, Wednesday and Thursdays. The working hours are standard 8:30-5:30 Mon - Fri but we also offer flexible shifts as well (7-4 or 7:30-4:30) which are generally shared across the team each week.
Key Responsibilities:
- Complete all daily assigned tasks, following the agreed processes and within agreed SLAs, including, but not limited to, allocations of orders, approval of completion notes and compliance, waste bookings and installer account maintenance.
- Ensure any manual allocations are completed within SLAs to ensure minimal disruption to the customer journey and within the agreed weeks to support delivered sales.
- Respond to any queries received from internal and external stakeholders within agreed SLAs and support them to achieve a resolution.
- Liaise with colleagues and stakeholders at key points in the process where further support is required to achieve a resolution to ensure there are no delays, achieving individual targets and departmental service level agreements via work queues.
- Ensure that close attention to detail is maintained to uphold the accuracy of all payments, deductions and work queues and ensure there is an accurate audit trail for all actions completed.
- Manage workload to ensure work queues are actioned in priority order, focusing on tasks which directly impact customers and installers first, supporting other team members where required.
- Support colleagues within Installer Development to recruit Wickes Approved Installers, ensuring compliance with legal and health and safety requirements at all times.
- Attend regular service review meetings focused on continuous improvement across the department and challenging process efficiency by identifying where potential reviews are required and suggesting ideas to improve the service.
What are we looking for:
- Worked within the Installation / Services Sector during or within a similar role.
- Knowledge of basic reporting, including Excel.
- Google related platforms, e.g Sheets, Docs, Slides, Forms.
- Proven track record of working in the delivery of high-quality service.
- Ability to work collaboratively in a fast-changing and flexible environment.
- Working across multiple IT systems.
- Using own initiative, working at pace to tight deadlines.
- Working across different teams and understanding a variety of roles and responsibilities.
- Taking ownership of own streams whilst demonstrating flexibility when required.
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:
- Competitive bonus (2027 period)
- 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.
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 40 years in industry, Wickes now generates revenue in excess of £1.3Bn across 230 stores delivered by 8,000+ colleagues.
But it is the Wickes’ culture that we are really proud of as 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.
