Customer Service Manager - Installations

Wickes is more than just the nation’s favourite DIY store. We’re part of the Travis Perkins Group, one of the UK’s top employers.  That’s why the first thing you’ll notice at Wickes is the way everyone pulls together. It’s a place where we’ll ask for your ideas, listen to your opinions and value the contributions you make. Chances are you’ve never experienced anything quite like our culture.  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.

The role

We are currently looking for a Customer Service Manager for our installations team. The role will be to manage, coach and develop the inbound Customer Service Agents  in order to respond effectively to growing Customer demand and manage significant growth inbound contacts. The role will also expect you to proactively review customer service standards and instrumental in driving ‘lasting impression’ whilst consistently driving efficiency and new technology.

Principle Accountabilities

• Lead an inbound team of Customer Service Agents in order to respond effectively to all inbound customer contacts whilst delivering a ‘lasting impression’

• Create an ‘ownership model’ to avoid unnecessary escalation and lead from the front on dealing with  Customer complaints

• Responsible for delivering governance around forecasting, budgets ,  resource planning , schedule adherence and other key operational measure and liaising effectively with business function to ensure accurate and relevant MI is produced and distributed to all key stakeholders

• Proactively review customer service standards, processes and identifying the appropriate point of resolution and working with key stakeholders

• Design, develop and regularly review process and procedure to ensure efficient working methods are adopted and best practice is established. Promoting customer advocacy at all times

• Through research, experience and liaison with IT identify or develop the most appropriate technology solution with the aim of enhancing customer advocacy or greater efficiency

• Recruit, coach and develop a team of inbound Customer Service Agents  to meet set KPI’s in terms of volume and quality orientation in responding to all inbound contacts

• Support Head of Customer Service in creating a  vibrant and rewarding career environment and make Customer Service a great and enjoyable place to work.

What we are looking for in you?

The role requires an individual who is customer focused and has a passion of delivering results through people. Ideally you will be someone with a wider interest in retail and and within what other sectors are doing around service within their industry.

Skills and experience:

• GCSE Grade C & above Maths & English Language

• Experience of Managing a team of 20 - 50 FTE

• Strong around Stakeholder management

• Previous experience in Leading team through Change

• Have lots of energy and the ability to inspire others

• Strong communications skills, both written and verbal

• Experience in resource planning

What can we offer you?

Wickes provides own-brand home improvement products and is committed to strengthening its position as the destination DIY and Home Improvement store for DIYers and Tradespeople. No wonder they have been voted “Britain’s Favourite DIY Store” and continue to grow their Business.

Wickes are part of the Travis Perkins Group, the UK’s largest supplier of building materials with over 20 different brands and over 28,000 employees we are able to offer long and varied career opportunities. We are committed to investing in your development and enabling you to fulfil your future career aspirations