Customer Relations Team Leader

Are you looking for your next opportunity within customer service as a Service Centre Team Leader?  Would you enjoy the pace and energy of a retail environment which is collaborative, fun and inclusive where people feel part of a winning team? 

If the answer to the above is ‘yes’ then Wickes is the place for you!

We’re looking for a Customer Relations Team Leader to provide leadership, support and motivation to our team of Service Specialists who manage complex kitchen and bathroom complaints. Our team sizes vary and could be up to 7 individuals at any one time who between them own  circa 420 complaints. These are received through various channels including our CEO, Trading standards, letter, email, FHIO, S75. 

You’ll deliver technical support, knowledge and guidance to the team ensuring delivery of a hyper care service is provided to all customers in line with the agreed ways of working and ensure quality of handling and customer interaction is to an excellent standard. You’ll support, guide and manage colleagues within span of control, applying relevant HR policies to deal with any situation.

The hours for the role are 07.00-16.00, Monday - Friday.

Key Accountabilities:

Accountability for timely management of multiple complaints held within a

team received via various avenues 

Promote a best practice approach to complaint management 

Act as a first point of contact for colleagues identifying, monitoring and

recording the immediate operational management of any issues

Build a team culture that promotes continuous learning and development

through coaching and feedback and by setting clear performance guidelines

Proactively identify and provide relevant, specific and timely information to

the leadership team across the wider centre

To support any change initiatives within the centre

What are we looking for:

Demonstrable experience in a customer role dealing and resolving complex cases

People management experience 

Willingness to be hands on with dealing with customers as well as leading a team

Well organised, able to effectively manage time and priorities

Effective, calm  communicator both via written and verbal communication 

Resilience

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

• Save-as-you-earn scheme

• Life Assurance

• 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. 

You’ll work from our offices in Northampton where our Customer  team are based, along with our other support functions.  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 50 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.