The Wickes Design & Installation Service, providing end to end support for our customers home transformation projects, continues to grow and is considered an area of growth for Wickes.
For over a decade Wickes have led the Kitchen and Bathroom industry in operational excellence whilst maintaining our reputation for award-winning customer service & now we are extending into areas such as Home Office and beyond.
Our contact centre channel is an integral part of the customer journey and we are passionate about continually raising the bar of our customer service that we deliver through this channel.
Are you strategically minded and commercially focused, do you have previous leadership experience within the customer services or contact centres? This is an exciting time for you to join our business as we embark on our journey to innovatively transform our customer experience within our Kitchen and Bathroom Design & Installation Service.
In this new role, you will be pivotal to the success of elevating and delivering market leading customer experiences. You will be responsible for overseeing successful running of our Kitchen & Bathroom and Installation Services Contact Centre Channel to ensure exceptional service is delivered. This involves overall responsibility for the development, performance of the channel, ensuring SLAs and service objectives are consistently met, driving customer satisfaction and loyalty to Wickes.
But it is more than that…
This is a unique opportunity to be part of our wider customer experience transformation programme. The role involves achieving success through the relationship with our third party contact centre channel, but alongside this the rare opportunity to broaden the benefits into building a long-lasting relationship with our installers, customers and stakeholders.
And beyond that….
As an evolving business, this role will give you the opportunity to make a real difference to our business as a whole. Not only will you have direct impact over making positive change with our customers through the contact centre, you’ll help us to drive broader change through sharing customer insight back into the wider business through partnering closely with distribution, stores, the Installations Team, Support Centre, and all other Business Units, enhancing our industry leading position of delivering the highest standards to customers .
What does it take to be our Head of Customer Services?
You’ll possess exceptional leadership experience within a customer service/contact centre environment and experience of working with 3rd party contact centre partners - with thought leadership, operational delivery and P&L with responsibility and evidence of working closely & successfully with senior stakeholders
- Proven experience of operational/management of performance with a 3rd party contact centre partner
- Exceptional leadership & thought leadership as a customer service/contact centre industry expert
- Proven expertise in delivering complex solutions and managing delivery teams and suppliers
- Collaborative/partnership approach and ways of working & a strong ability to build and maintain relationships with external and internal stakeholders at all levels
- Strong communication (and listening) skills adapting to a diverse range of audiences, across all mediums at all levels
- Operate with gravitas and credibility at a senior leadership level, working closely with Directors and other senior leaders, uniting different stakeholders to lead cross functional teams through programmes of change
- Open minded people person, curious with a tenacious and can do attitude.
Ability to travel as necessary to relevant Contact Centre locations (Isle of Wight, Motherwell) and to key Wickes office locations (Northampton/Watford)
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 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.
