Service Delivery Team Leader - Central Operations, Installations

We are currently recruiting for a Service Delivery Team Leader to join our Central Operations Team, which supports the Installations side of the business. 

Although the office is based in Northampton, there is flexible working on offer with this role therefore we are open to receiving applications from locations further out from Northampton.

Role Purpose:

To manage the day-to-day operational activities and standards of the Central Operations Team and to ensure the effective delivery of Customer Service and Field Support in line with agreed SLAs.

Key Responsibilities:

• Daily monitoring of teams achievements against agreed department and company SLAs to ensure that targets are achieved or exceeded.

• To ensure that the team resource profile is appropriate i.e. that Advisors are utilised effectively and that resources are used in the most efficient and productive way possible.

• First point of contact for identifying, monitoring and recording the immediate operational management of issues such as holidays, timekeeping and absence, in line with company procedures.

• To act as the next level of escalation for complex Service and Central Operation queries and complaints (telephony and written) as defined under the Customer Service guidelines. 

• To provide information as appropriate to Operations Managers on company contact activity and service performance, risks and impacts for the purpose of improved service delivery.

• To act as an ambassador in conjunction with Operations Managers to support and drive our Ready for Business and Ready to Help ethos and manage their teams in line with company/department procedures and standards.

What are we looking for:

• Ideally a minimum of 12 months experience of supervising a service orientated team within a Customer Services or Office Support environment.

•  A proven ability to communicate effectively at all levels and are confident communicating in writing to stakeholders.

• Able to demonstrate a flexible approach in terms of personal style when dealing with complex training scenarios.

• Ability to drive change and work to deadlines to provide business insights

• Proactive and able to gain credibility quickly by dealing with ambiguity and short term decision making.

• Experience using bespoke company computer systems and confident navigating integrated systems in parallel.

• A proven ability to effectively supervise day-to-day operational issues for an operational team.

•  Demonstrate a team ethos and awareness of the impact of their role on the overall running of the Installations service.

• High level of personal resilience and agility at all times.

• Proven ability to coach colleagues in line with individual development plans and organisational needs.

• Interest in own learning and development and desire to grow within the business.

• Proven knowledge of the Wickes Winning Behaviours and how to embed throughout a team environment.

• Willingness to travel when required to attend meetings with the Operation Manager or other members of the Leadership Team.

What can we offer you:

Wickes’ culture is a 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.