We are looking to recruit two Service Centre Coordinators on a secondment basis for 9 months. The successful candidates will effectively deliver the end-to-end operational processes within the Installer Operational Support team, achieving agreed SLAs, to support our customers, installer network and installation teams.
Working pattern:
Monday to Friday: Hybrid - 3 days in the office in Northampton, 2 days working from home.
Shift patterns 8 hours shits: either 7.30-4,30 or 8.30-5.30 on a rota basis.
Key Responsibilities:
- Complete all daily assigned tasks, following the agreed processes and within agreed SLAs, including, but not limited to, allocations of orders, approval of completion notes and compliance, waste bookings and installer account maintenance.
- Ensure any manual allocations are completed within SLAs to ensure minimal disruption to the customer journey and within the agreed weeks to support delivered sales.
- Respond to any queries received from internal and external stakeholders within agreed SLAs and support them to achieve a resolution.
- Liaise with colleagues and stakeholders at key points in the process where further support is required to achieve a resolution to ensure there are no delays, achieving individual targets and departmental service level agreements via work queues.
- Ensure that close attention to detail is maintained to uphold the accuracy of all payments, deductions and work queues and ensure there is an accurate audit trail for all actions completed.
- Manage workload to ensure work queues are actioned in priority order, focusing on tasks which directly impact customers and installers first, supporting other team members where required.
- Support colleagues within Installer Development to recruit Wickes Approved Installers, ensuring compliance with legal and health and safety requirements at all times.
- Attend regular service review meetings focused on continuous improvement across the department and challenging process efficiency by identifying where potential reviews are required and suggesting ideas to improve the service.
What are we looking for:
- Experience of having worked within the Services Sector during or within a similar role.
- Proven track record of working in the delivery of high-quality customer service.
- Experience of working across different teams and understanding a variety of roles and responsibilities.
- Strong verbal and written communication skills and the ability to communicate with a range of internal and external stakeholders.
- Excellent planning and organisation skills and the ability to prioritise and complete multiple tasks to agreed timescales.
- Willingness to take responsibility, own tasks and deliver on time.
- 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
- Save-as-you-earn scheme
- 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.
By giving you the support you need to do well at work, and the flexibility to make life work for you. We are giving you a career that doesn’t put your life on hold. Where you can be yourself, do your best work, and make a positive difference every day.
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 we are really proud of. 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.
Vacancy Reference #
Please contact us here if you require any adjustments within the application process. If you require any reasonable adjustments at the interview stage you will have an opportunity to inform us when we invite you to interview. Please note, this link is only for reasonable adjustments required - general enquiries, or direct CV applications cannot be accepted via this form. 
