It’s a busy time for Wickes at the moment and we are looking for additional support in our Corrective Action Team.
Role Purpose:
To effectively deliver the end-to-end operational processes within the Corrective Action Team to achieve agreed SLAs, supporting internal and external stakeholders to resolve customer concerns and supporting our installer network.
What you’ll be doing:
- Complete all daily assigned tasks, following the agreed processes and within agreed SLAs, including, but not limited to, review of new tickets, allocation of jobs to installers, stakeholder communication and customer contact.
- To allocate Corrective Action work to Installers within SLAs. Ensuring that Installers are provided with all relevant information and monitoring the completion of work to ensure the customer's remedial works are completed promptly.
- To determine the stock that is required for the customer’s remedial works and process the stock order to ensure the customer's journey is not delayed.
- 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
- Ensure that close attention to detail is maintained to uphold the accuracy of all 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.
- 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 we’re looking for:
- Proven track record of working in the delivery of high-quality service.
- Ability to work collaboratively in a fast-changing and flexible environment.
- Working across multiple IT systems.
- Using your 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 literacy skills.
- 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.
- Ability to use your own initiative and take proactive actions to resolve problems.
- Able to work as part of a team.
- Committed to continued personal development.
- Data Protection.
- Customer service principles, models and best practices.
- Operating procedures and processes.
- KPIs and target-based activities.
- Self-motivated.
- Intrinsic learner - always seeks to improve.
- Positive outlook and can-do attitude.
- Friendly and approachable.
- Respectful.
- Humble and authentic.
- Tenacious - wants to do their best every day.
- Reliable and steadfast.
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 also have an early careers network to support you if you’re in your first few years of your career.
- We’ll also equip you with a benefits package that includes:
- Competitive bonus
- Save-as-you-earn scheme
- Private Medical and Life Assurance
- Enhanced 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.
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 our culture that is considered our 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.
We aim to create an inclusive workplace with colleagues’ wellbeing at the heart of everything we do.
