We are excited to share a fantastic career opportunity within our Services department in Northampton. Our Aftercare department is a vibrant, evolving part of the business, having only been live for seven months. We are looking for a dynamic Service Delivery Manager to help shape its future. This role is perfect for someone who brings high energy, enthusiasm, and a genuine thirst for making a difference. The successful candidate will be responsible for leading and motivating a high-performing team, fostering an inclusive environment, and truly bringing out the best in their people.
Are you passionate about process improvement, team development, and delivering an exceptional customer experience, please explore this opening. We are looking for a leader who can balance competing priorities while coaching their team to reach new heights of success.
Role Purpose and Key Responsibilities
- The primary purpose of this role is to oversee and optimize customer service operations. This
- involves
- Leam Leadership: Lead, motivate, and develop a high-performing team of customer
- service advisors.
- Performance Management: Set clear performance expectations, monitor team
- performance, and provide regular feedback and coaching.
- Process Improvement: Identify and implement process improvements to enhance
- efficiency and customer satisfaction.
- Resource Management: Optimize resource allocation and manage staffing levels to
- meet business needs.
- Quality Assurance: Ensure adherence to quality standards and resolve customer
- issues promptly and effectively.
Key Challenges and Problem-Solving
- The role presents several challenges, including:
- Balancing competing priorities: Juggling multiple tasks and deadlines.
- Managing team performance: Motivating and coaching team members to achieve
- targets.
- Adapting to change: Responding to evolving customer needs and business
- requirements.
- Resolving complex customer issues: Handling difficult situations and providing
- effective solutions.
- Managing performance issues: Addressing underperformance and disciplinary
- matters.
- To overcome these challenges, the role requires a combination of strong leadership,
- problem-solving, and analytical skills.
Decision-Making Authority
The role involves a mix of autonomous decision-making and decision-making in consultation
with managers. The job holder can make decisions on resource allocation, team scheduling,
and minor operational changes. However, decisions regarding significant budget allocations,
strategic initiatives, and disciplinary actions require approval from higher-level management.
Performance Measurement
- The role's performance is measured by several key metrics, including:
- Customer satisfaction: Measured through surveys, feedback, and other metrics.
- First-contact resolution rate: Percentage of customer issues resolved on the first
- contact.
- Average handling time: Average time spent on each customer interaction.
- Adherence to SLAs: Meeting agreed-upon service level agreements.
- Team performance: Individual and team performance metrics.
- Process improvement initiatives: Successful implementation of new processes.
- Required Skills and Competencies
- To be successful in this role, candidates should possess the following skills and competencies:
- Leadership: Strong leadership and motivational skills to inspire and guide the team.
- Communication: Excellent verbal and written communication skills to interact effectively
- with customers and team members.
- Problem-solving: Ability to analyze complex problems and develop creative solutions.
- Organizational skills: Strong organizational and time management skills to prioritize
- tasks and meet deadlines.
- Technical skills: Proficiency in relevant software and systems.
- Customer focus: A strong commitment to customer satisfaction.
- People management: Ability to recruit, train, and develop team member
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 (2027 bonus period)
- Private Medical Healthcare
- 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 #100205
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. 
