Join the Team as a Service Delivery Manager on a 6 month FTC.
Location: Northampton
Department: Customer Services – Aftercare (Corrective Action)
Do you thrive on turning challenges into positive outcomes for customers? We are looking for a Service Delivery Manager to join our team in Northampton. As the driving force behind our Corrective Action operations, you will be pivotal in overseeing the scheduling, coordination, and resolution processes that define our customer service excellence.
Why Wickes?
Wickes is a multi-channel retailer with over 50 years of industry expertise, generating revenue in excess of £1.6bn across 230 stores. But it is our culture that is our best-kept secret. We foster a collaborative, down-to-earth, and inclusive environment where everyone feels part of a winning team. We are determined to succeed, passionate about being the best, and we’ll make you feel right at home.
The Role
In this key leadership position, you will lead and manage the day-to-day operations of the Corrective Action Team. You’ll empower your team of Coordinators to efficiently resolve customer complaints through effective scheduling of remedial works, all while ensuring we hit our SLAs and continuously improve our processes.
Key Responsibilities:
- Leadership & Development: Motivate and empower your team through regular 1-2-1s, training, and development opportunities.
- Operational Excellence: Drive efficiency in complaint resolution, focusing on installer productivity and customer satisfaction.
- Relationship Management: Build and maintain strong stakeholder relationships, acting as a liaison between internal and external teams.
- Problem Solving: Proactively identify and resolve complex operational issues, conducting root cause analysis to prevent recurrence.
- Health & Safety: Ensure the office environment remains safe and supportive, aligning with our Colleague Promise and wellbeing initiatives.
What We’re Looking For
To be successful, you will need a balance of leadership, commercial awareness, and technical proficiency.
- Leadership & People Management: Experience leading service-oriented teams in a customer service or office support environment.
- Operational Mindset: Strong organizational skills with the ability to manage multiple priorities at pace and to tight deadlines.
- Technical Literacy: Proficiency with IT systems, digitized platforms, and a solid understanding of reporting and basic formulas.
- Problem-Solving: The ability to analyse information, make robust decisions, and mitigate risk for the business.
- Core Attributes: You are friendly, approachable, tenacious, and an intrinsic learner who is always looking to improve.
What We Can Offer You
We are committed to helping you grow your career with us. Our benefits package includes:
- Competitive bonus and an enhanced contributory pension scheme.
- Private Medical and Life Assurance.
- Colleague discount and a comprehensive discount platform (including gym memberships and cycle-to-work schemes).
- A market-leading wellbeing strategy, including an Employee Assistance Programme and support for parental, menopause, and fertility needs.
Flexibility: We offer a balanced approach to work, with 3 days in the office (Tues, Weds & Thurs) and flexible working options for the remaining days.
Ready to make a difference?
