Service Delivery Manager

We are thrilled to announce we are recruiting for two Service Delivery Managers to join our Customer Service & Distribution team in Northampton.

Role Purpose:

Wickes PLC offers a Kitchen and Bathroom design and installations service for our customers. Wickes prides itself on excellent customer service and pride in making the nation feel house proud. Our award winning customer service partners and Wickes control the flow of work and measure the performance of these teams. A key role within this management of our excellent service are the Service Delivery Managers who provide support to our customer service operation, recommend improvements and ensure rigorous service level agreements and targets are met. 

Key Accountabilities:

• Ensure that excellent customer service is at the forefront of everything we do

• Manage the third party service providers who work on behalf of Wickes, manage the flow of work and communication to our customers with focus on the speed and accuracy of any resolutions for a dissatisfied customer.

• Review and prioritise workflow to ensure that manpower is utilised in the most effective and efficient way possible within our third part customer service team.

• Identify and improve the operation (in conjunction with peers and Line Manager), to deliver enhanced service, efficiency gains and reduced costs.

• Actively drive quality within the operation and champion our recognised standards to improve consistency of performance. 

• To maintain accurate data, provide analysis and construct action plans and recommendations to Line Manager to mitigate risk and impact to the operation and customer

• Identify individual performance concerns and ensure that our partners deal with them in an effective manner and in line with business guidelines, company policies and procedures.

• Ensure that all tasks are delivered in a timely manner escalating where necessary

• Provide backup for Customer Services Manager during peak periods, project and holidays

What are we looking for:

• Worked in a customer services  environment with a proven track record of improving customer experience.

• Interpreting data and insights to formulate an improvement plan or recommendations.

• Retail sector experience.

• Experience of working with outsourced partners.

• Google advanced/ intermediate level.

• Intermediate / advanced Zendesk user. (preferred)

• Working with or managing customer interactions made via voice, chat and email. (preferred)

What can we offer you:

Wickes’ culture is second to none; it's a collaborative, down to earth, fun and exclusive 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 will make you feel right at home.

Please note: All offers of employment are subject to DBS / background checks.