Do you thrive on turning challenges into positive outcomes for customers? As our new Service Delivery Manager, you will be the driving force behind our Corrective Action operations, overseeing the scheduling, coordination, and resolution processes that define our customer service excellence
Role Purpose:
To lead and manage the day-to-day operations of the Corrective Action Team through a team of Corrective Action Coordinators, overseeing the efficient resolution of customer complaints through the effective scheduling and coordination of installers for remedial works, ensuring adherence to agreed SLAs and continuous process improvement.
What you’ll be doing:
- Lead and empower the Corrective Action Coordinators in their daily activities, ensuring the effective resolution of customer complaints by accurately scheduling installers for remedial works, managing stakeholder communication, and maintaining excellent customer contact in line with SLAs.
- Develop team members through regular 1-2-1s and reviews, identifying training needs and facilitating opportunities for development both within the team and wider business.
- Drive operational excellence within the complaint resolution process, focusing on enhancing installer efficiency and customer satisfaction. Continuously review, analyse, and propose improvements to operational workflows, ensuring process flexibility, engaging relevant stakeholders, supporting new initiatives, and conducting PIRs.
- Build and maintain relationships with stakeholders, resolving issues raised, supporting the operation of other teams and acting as a liaison between internal and external teams and departments.
- Proactively identify and swiftly resolve complex customer complaints and operational issues related to remedial works, minimising impact on both installers and customers. Conduct thorough root cause analysis to prevent recurrence and develop necessary reporting to track progress and identify trends.
- Serve as the first point of contact for operational issues for Corrective Action colleagues and wider stakeholders, minimising any disruption to the operation and responding to any queries in a timely manner.
- Facilitate effective communication, promote a collaborative and supportive team culture, establish clear communication channels, and facilitate regular team meetings and communication sessions.
- Ensure the health and safety of team members within the office is protected through adherence to ways of working and supporting the wellbeing of colleagues through engagement with Installations
- Feel and Home Committee events and aligning activities with our Colleague Promise.
What we’re looking for:
- Operating procedures and processes.
- Using multiple IT Systems.
- Working with digitised platforms, apps and other technology in a similar role.
- Knowledge of reporting and basic formulas.
- Using your own initiative, working at pace to tight deadlines.
- Ability to work collaboratively and lead in a fast-changing and flexible environment.
- Working within different teams and understanding a variety of roles and responsibilities.
- Working on projects and used to taking ownership of own streams whilst demonstrating flexibility when required.
- Ability to review and analyse information and make decisions based on robust facts.
- Good numeracy skills and commercial awareness.
- Effective communication, including listening skills.
- Effective letter writing and report compilation.
- Interpersonal skills - able to build strong working relationships quickly.
- Ability to follow instructions and produce accurate work.
- Ability to assess and mitigate risk for the business.
- Problem solving and decision making.
- Ability to work collaboratively and carry out tasks effectively.
- Good numeracy skills and commercial awareness.
- Prioritise workload and determine the appropriate course of action.
- Knows when to seek help, support and advice.
- 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.
- Ability to work collaboratively as part of a team.
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.
We’re a Disability Confident Employer and committed to building a diverse workforce that reflects the communities we serve. We welcome applications from disabled people and are committed to providing an accessible recruitment process and workplace for everyone. If you require any support or reasonable adjustments, please let us know here."
