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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?
Wickes are a leading multichannel retailer and we are looking for an exceptional Operations Manager to join our established Installations team and be part of driving our ambitious growth plans. As part of our transformation into a standalone PLC business, we are looking to grow our Installations talent and this is an opportunity to make a real difference.
ROLE PURPOSE:
Lead, manage and mentor the Service Delivery and Proof of Concept Teams within Installation.
Manage a cohort of Managers to deliver high standards of internal and external customer service.
Ensure company policies, procedures and Health & Safety requirements are followed by all colleagues.
Maintain positive relationships with all stakeholders to ensure service effectiveness.
Develop programs to improve technical and customer service skills across the teams.
PRINCIPAL ACCOUNTABILITIES:
Complete robust forecasting and capacity planning to ensure the teams are adequately resourced
Monitor and control costs to ensure delivery of targets within the agreed budget
Identify any skills gaps in the team and undertake a recruitment programme to support this
Support the Quality Department with maintaining all departmental contracts, ways of working and documentation
Collaborate with the Divisional Installation Manager-DIFM in order to evaluate new
processes and procedures prior to launch
Review and assess in-house IT systems ensuring that they are fit for purpose
Complete a training needs analysis across the teams to ensure all members are adequately trained
Ensure key performance indicators are in place and service level agreements are monitored
Work cross-functionally to develop and implement initiatives in support of the
Installation strategy and DIFM business plan
Address internal and external customer queries, investigate and resolve issues; feedback proactively
Act as liaison with the Field Installations department, keeping them up to date on
service performance
Track and monitor team performance using internal reporting; coordinate performance review activities for all colleagues
EXPECTATIONS OF THE ROLE:
Influencing different functional teams to support the work required to be completed across Stores, Supply Chain, Operations, Head Office support functions and third party operations
Managing across multi functional locations; ensuring all teams are working towards the same customer service goals
Demonstrate commercial awareness by balancing operational needs and service requirements against budgets
To identify and propose evolutionary enhancements to the Installation service requirements and implementation of such improvements to ensure the smooth transition of agreed changes
Managing multi-faceted projects and delivering change whilst running the day to day operation
You'll be a great fit at Wickes if:
You like working with people
You're happy to help even if it isn't your job
Enjoy working in a team
Watch the video and find out more about inclusion at Wickes
Wickes culture
Wickes’ culture is considered its best kept secret. Explore our values below.
Let’s attract and nurture the very best talent at all levels
Let’s commit to always supporting a culture that reflects our vision and Winning Behaviours
We want to provide you with more choice, helping drive engagement and ultimately creating a great place to work.
Let’s embrace the vast range of cultures and experiences within our company
Let’s harness the fresh thinking and passion this rich diversity brings to our workplace every single day
Let’s continue to treat everyone fairly and equally, regardless of his or her status
Let’s embrace the vast range of cultures and experiences within our company
Let’s harness the fresh thinking and passion this rich diversity brings to our workplace every single day
Let’s continue to treat everyone fairly and equally, regardless of his or her status
Let’s attract and nurture the very best talent at all levels
Let’s commit to always supporting a culture that reflects our vision and Winning Behaviours
We want to provide you with more choice, helping drive engagement and ultimately creating a great place to work.
