Wickes, a leading multi-channel retailer in the home improvement market, has been thriving for 50 years, generating over £1.6bn revenue across 230 stores with the help of 8,000+ dedicated colleagues.
Our culture is the heart of our success – collaborative, down to earth, and inclusive, creating a winning team where everyone feels valued. Regardless of background, our team shares a commitment to success and a drive to be the best we can be. If this resonates with you, you'll fit right in.
At Wickes, we take pride in our comprehensive wellbeing strategy, offering various health and support benefits such as Employee Assistance, financial education, and parental, menopause, and fertility support. We empower you to excel at work while maintaining a work-life balance that suits you, ensuring your career doesn't pause your life. Join us to be yourself, excel, and make a positive impact every day.
About the role:
We are excited to announce an opportunity to join our Service Delivery Team as a Customer Installations Coordinator. In this role, you will play a key part in supporting our DIFM (Do It For Me) proposition by facilitating communication among internal and external customers, third-party suppliers, and our network of stores and distribution teams. Your focus will be on efficiently handling requests to ensure the seamless execution of our installation service. Join us in delivering exceptional service and making a difference!
The working hours for this role is Wednesday - Friday covering 20 hours.
Key Accountabilities:
Responsibilities will include but will not be restricted to:
Maintain communication with both internal and external stakeholders throughout the order and installation process to ensure they are fully informed of the customer and installer journeys
Allocate orders in a timely manner to meet defined targets and provide advice about completion of work
Ensure that installers are provided with all relevant details at allocation stage and that any instructions are issued in a timely manner
Liaise with colleagues and stakeholders at key points in the process to ensure there are no delays and that the proposed completion dates are met
Invoke the supplier escalation process at the appropriate point to maintain pressure on internal customers, third party suppliers, our store network and distribution teams in order to deliver on time
Maintain accurate timely and detailed records including input to the central database functions
Process requests to amend or cancel required works as deemed appropriate
Attend regular service review meetings focussed on continuous improvement across the department
Track ongoing installations and report progress to management, producing timelines as required
Resolve queries raised by internal and external customers relating to any payments,order progression or remedials
Maintain quality documents as required, identifying where processes may need to be reviewed
Respond at pace to all contacts and work queues to meet individual targets and departmental service level agreements.
Minimise the delay in resolutions for any requests and work queues; seek assistance from internal and external stakeholders if necessary to achieve a speedier resolution.
Ensure that close attention to detail is maintained to uphold accuracy of all payments, deductions and work queues.
Ensure that the most recent installer compliance reports are used to ensure accuracy of work allocation
Creation and provision of management reports to support the development the installer and customer journeys
Take ownership of own work streams and ensure service standards and SLAs are upheld, whilst providing insight into the continual development of the service
What are we looking for:
Experience of working within the Services Sector during the last 18 months or within a similar role
Proven track record of working in the delivery of high quality customer service
Ability to work collaboratively in a fast-changing and flexible environment
Working across different teams and understanding a variety of roles and responsibilities
Delivers results consistently
Strong verbal and written communication skills and the ability to communicate with a range of internal and external stakeholders
Excellent planning and organisation skills and the ability to prioritise and complete multiple tasks to agreed timescales
Ability to work quickly, with excellent attention to detail, a high level of accuracy and a methodical approach, even under pressure
What can we offer you:
Competitive bonus
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
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.
