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 the above is ‘yes’, then Wickes is the place for you!
We are looking to recruit a Service Centre Coordinator to join our Corrective Action Team to effectively support the DIFM (Do It For Me) proposition across all aspects of corrective action; 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.
Key Accountabilities:
Maintain communication with both internal and external stakeholders throughout the corrective action process to ensure they are fully informed
Allocate corrective action in a timely manner to meet defined targets and provide advice about completion of work
Ensure that fitters are provided with all relevant details at allocation stage and that any instructions are issued in a timely manner
Liaise with colleagues and stakeholders at key points in the process to ensure there are no delays and that the proposed completion dates are met
Invoke the supplier escalation process at the appropriate point to maintain pressure on internal customers, third party suppliers, our store network and distribution teams in order to deliver on time
Maintain accurate timely and detailed records including input to the central database functions
Process requests to amend or cancel required works as deemed appropriate
Attend regular service review meetings focussed on continuous improvement across the department
Track ongoing installations and report progress to management, producing timelines as required
Resolve queries raised by internal and external customers relating to any payments,order progression or completion
Maintain quality documents as required, identifying where processes may need to be reviewed
Respond at pace to all contacts and work queues to meet individual targets and departmental service level agreements.
Minimise the delay in resolutions for any requests and work queues; seek assistance from internal and external stakeholders if necessary to achieve a speedier resolution.
Ensure that close attention to detail is maintained to uphold accuracy of all payments, deductions and work queues.
Ensure that the most recent fitter compliance reports are used to ensure accuracy of work allocation
Creation and provision of management reports to support the development of the fitter and customer journeys
Take ownership of own work streams and ensure service standards and SLAs are upheld, whilst providing insight into the continual development of the service
What are we looking for:
Experience of having worked within the Services Sector during the last 18 months or within a similar role
Proven track record of working in the delivery of high quality customer service
Ability to work collaboratively in a fast-changing and flexible environment
Have used multiple IT systems
Using own initiative, working at pace to tight deadlines
Working across different teams and understanding a variety of roles and responsibilities
Taking ownership of own streams whilst demonstrating flexibility when required
Delivers results consistently
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
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
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 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
