We are excited to announce we are recruiting two Service Delivery Managers to join our Corrective Action team. This team supports and oversees the customer and installer journey across all Kitchen and Bathroom projects, ensuring a high quality service is delivered at all times. One Manager position will look after our Employed Installers and the other will oversee colleagues in the Call Centre.
Key Responsibilities:
To effectively manage the employed installers across all aspects of Corrective Action
To liaise between internal and external customers, third party suppliers, our network of stores and distribution teams to successfully action any requests
To provide daily monitoring of team achievements against agreed department and company SLAs to ensure that targets are achieved
To ensure the team resource profile is appropriate i.e. that the Implementation Managers are utilised effectively on a daily basis and that resources are used in the most efficient and productive way possible
To prioritise individual workload ensuring that activity does not adversely affect departmental performance
To act as first point of contact for identifying, monitoring and recording the immediate operational management of activities such as holidays, timekeeping and absence in line with company policies and procedures
To act as next level of escalation for complex Corrective Action queries and complaints escalating to senior management when required
To resolve all concerns as appropriate, ensuring that authority from line management is sought for non-standard resolutions
To track and monitor team performance using internal reporting; coordinating performance review activities for all colleagues
To coach and develop colleagues in line with departmental goals and objectives
To collate and share information to senior management regarding contact activity and service performance
To highlight operational risks and impacts to the department for the purpose of improved service delivery
To support with recruitment campaigns, inductions and subsequent training needs
To identify any skills gaps in the team and undertake a training programme to support this
What are we looking for:
Good attention to detail
Comfortable working in a fast paced environment
Good communication skills
Some experience with people management
Strong IT skills
Able to work to deadlines
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
Monthly bonus (dependant on delivered sales)
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.
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 £1.6Bn across 230 stores delivered by 8,000+ colleagues.
But it is the Wickes’ culture that is considered its 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.
Please note: All offers of employment are subject to DBS / background checks