Service Delivery Team Leader

Northampton, Northamptonshire

Excellent + bonus + benefits

  1. Permanent

11/6/2020 12:00:00 AM


More info

Wickes are a digitally led, service enabled organisation with a project in every home.

We are recruiting for a Service Delivery Team Leader to join the team based in our SDC in Northampton.

The focus of the role will be to manage the day-to-day operational activities and standards of the Central Operations Team 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.

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