Wickes are a digitally led, service enabled organisation with a project in every home.
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? Do you enjoy the benefits of working together in person as a team blended with the flexibility of remote working?
If the answer to all the above is yes, then Wickes is the place for you!
We are looking to recruit an Installations Services Manager to effectively manage all aspects of the fitter lifecycle for corrective action across the DIFM (Do It For Me) proposition; liaise between internal and external customers, third party suppliers, our network of stores and distribution teams to successfully action any requests in support of the installation service.
This is a field based role and will cover the Midlands down to the South. A company car will also be provided.
Key Accountabilities:
To ensure profitability is maximised whilst quality and service levels meet and exceed our customers’ expectations
To negotiate and administer corrective action costs in line with department budgets, ensuring that deductions are applied appropriately when required
To ensure all field service level agreements are executed to the highest level and that the service remains legally compliant at all times
To ensure all corrective action fitters comply with the required legal and Health & Safety legislation
To drive the uptake of the corrective action service within a specified area, working closely with both internal and external stakeholders
To ensure there is adequate capacity within the corrective action fitter network to meet the required volume of installations and complexity throughout each financial year
To act as a significant contributor to the success of the corrective action service proposition across the installation department; using a continuous improvement philosophy
To recruit, manage, develop and retain a team of corrective action fitters ensuring maximum productivity and customer service standards at all times
To ensure the corrective action fitters comply with accepted installation standards via a mix of auditing methodology e.g. structured site visits, planned checks, 121 meetings
To ensure that the corrective action fitters are customer focused and sufficiently motivated to achieve levels of performance and improve customer satisfaction rates in line with agreed SLAs
To create and maintain a positive, constructive means of gathering and acting upon feedback from operations to continually improve the service offer
To work cross functionally to ensure all corrective action initiatives are appropriate, effectively communicated and implemented on time
To mitigate customer dissatisfaction and risk to the brand through managing robust relationships across all stakeholders
To act as a point of reference/escalation for customer complaint resolution associated with corrective actions
To track ongoing corrective action and report progress to management, producing timelines and analysis as required in a timely manner
What are we looking for:
Experience of managing field based teams (employed and/or subcontracted) at a senior level in the services sector within the last 12-18 months
Responsibility for influencing and motivating others to contribute to the goals and success of the team and wider organisation
Execution of business plans and objectives aligned to the wider business strategy
Responsibility for cost containment
Responsibility for risk assessment and mitigation
within an organisation
Working within different teams and understanding a variety of roles and responsibilities
Working on projects and used to taking ownership of own streams whilst demonstrating flexibility an and collaboration when required
Strong literacy and numeracy skills with the ability to create reports and analyse data
Strong verbal and written communication skills and the ability to communicate with a range of internal and external stakeholders
Excellent emotional intelligence with the ability to adjust own approach according to others style in order to maximise output
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?
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
Private Medical and 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.
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 £1.3Bn 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.
Please note: All offers of employment are subject to DBS / background checks
Please contact us if you require any adjustments within the application process, wickesrecruit@wickes.co.uk If you require any reasonable adjustments at the interview stage you will have an opportunity to inform us when we invite you to interview.
