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  • Customer Service Manager - Sales

  • Business: Wickes
  • Sector: Customer Services
  • Location: Northampton, Northamptonshire
  • Salary: Competitive + Benefits
  • Hours of work: Mon-Fri (6 Sat's per annum)
  • Position type: Permanent
  • Job type: Full Time
  • Date posted: 13-Aug-2018
  • Job reference: 17176

Job Description

Wickes is more than just the nation’s favourite DIY store. We’re part of the Travis Perkins Group, one of the UK’s top employers.  That’s why the first thing you’ll notice at Wickes is the way everyone pulls together. It’s a place where we’ll ask for your ideas, listen to your opinions and value the contributions you make. Chances are you’ve never experienced anything quite like our culture.  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.


The role


This is a new role, created to drive current webleads to £100m sales by generating great leads. You will be collaboratively across the NCSC (National Customer Service Centre) and Retail to effect change and improve perception of webleads across the business. You will be Developing our silver bullets to improve our conversion rates across the team.


Principle Accountabilities


  • Lead a sales force of up 30 FTE to consistently achieve weekly , monthly and annual sales target whilst leaving a ‘lasting impression’

  • Continually reviewing the processes and hours and identifying improved way of working and remaining agile in this ever changing area

  • Build relationship with K&B retail team to introduce more effective process lead generation

  • and conversion rates

  • To build relationship with our Marketing team to forecast accurately around upcoming events and advertising to maximise our capability to lead take

  • An advocate for Silver bullet and develop the current processes focusing on the outlier to improve performance. Develop the next level for our best performers and reset the bar for what a lead taker should generate per annum

  • Work with Training and recruitment around reward and recognition and how to future proof the growth of leads in the current area. Review alternative options

  • Develop insight to further enhance opportunities within stores and grow lead to conversion %

  • Support Head of Customer Service in creating a  vibrant and rewarding career environment and make Customer Service a great and enjoyable place to work


What we are looking for in you?


The role requires an individual who is customer focused and has a passion of delivering results through people and exceeding Sales targets. Ideally  you will be someone with a wider interest in retail and also be able to demonstrate a strong sales background with proven success.


Skills and experience:


  • GCSE Grade C & above Maths & English Language

  • Experience of Managing a team of 20 - 50 FTE

  • Strong around Stakeholder management

  • Have lots of energy and the ability to inspire others

  • Strong communications skills, both written and verbal

  • Experience in resource planning



What can we offer you?


Wickes provides own-brand home improvement products and is committed to strengthening its position as the destination DIY and Home Improvement store for DIYers and Tradespeople. No wonder they have been voted “Britain’s Favourite DIY Store” and continue to grow their Business.


Wickes are part of the Travis Perkins Group, the UK’s largest supplier of building materials with over 20 different brands and over 28,000 employees we are able to offer long and varied career opportunities. We are committed to investing in your development and enabling you to fulfil your future career aspirations


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