Northampton, Northamptonshire
- Full Time
28388
You are subscribed to our push notifications, but not currently for jobs like this.
Would you like to receive notifications for jobs like this as well?
Great news! You are subscribed to receive alerts for jobs similar to this one.
Service Delivery Team Leader
This vacancy has now expired. Please see similar roles below...
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 our SDC team .
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.
Please note: As this role offers remote working we encourage applications from all locations nation wide.
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.
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.
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.
Watch the video and find out more about inclusion at Wickes
Related Jobs
Salary:
Competitive + Bonus + Benefits
Location:
Northampton, Northamptonshire
Position type
Permanent
Area of interest
Installers
Contract Type
Full Time
County
Northamptonshire
Description
Do you want to work in a role where the work you will do is absolutely critical to support the whole customer experience? Would you enjoy the pace and energy of a retail environment which is collabor
Reference
45452
Expiry Date
01/01/0001
Author
Natasha SharmaAuthor
Natasha SharmaRelated Posts
Let's Do it Right
Let’s attract and nurture the very best talent at all levels Let’s commit to always supporting a culture that reflects our vision and Winning Behaviours We want to provide you with more choice, helping drive engagement and ultimately creating a great place to work.
Building your careerLet's Do it Right
Let’s embrace the vast range of cultures and experiences within our company Let’s harness the fresh thinking and passion this rich diversity brings to our workplace every single day Let’s continue to treat everyone fairly and equally, regardless of his or her status
Find out moreLet's Do it Right
Let’s attract and nurture the very best talent at all levels Let’s commit to always supporting a culture that reflects our vision and Winning Behaviours We want to provide you with more choice, helping drive engagement and ultimately creating a great place to work.
Building your careerLet's Do it Right
Let’s embrace the vast range of cultures and experiences within our company Let’s harness the fresh thinking and passion this rich diversity brings to our workplace every single day Let’s continue to treat everyone fairly and equally, regardless of his or her status
Find out more