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  • Customer Services Team Leader

  • Business: Wickes
  • Sector: Customer Services
  • Location: Northampton, Northamptonshire
  • Salary: Excellent + Benefits
  • Hours of work: 37.5
  • Position type: Permanent
  • Job type: Full Time
  • Date posted: 24-Dec-2018
  • Job reference: 19317

Job Description

Join us at Wickes and you’ll join a team that takes a real pride in what they do – pride in our products, pride in our brand but most of all pride in our people.


As a Service Delivery Team Leader you will manage the day-to-day operational activities and standards of the growing Central Operations Team within our Installations Department to ensure the effective delivery of Customer Service and Field Support in line with agreed SLAs.


What are we looking for?

  • Ability to constantly review resource requirements and adapt the teams focus accordingly by utilising the teams resource profile effectively to achieve required departmental SLA’s to ensure that targets are achieved or exceeded.

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

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

  • Knowledge of production of management information on company contact activity and service performance, risks and impacts for the purpose of improved service delivery.

  • Able to think on your feet with a problem solve by liaising with internal and external stakeholders

  • Previous experience working in a fast paced, target driven environment (ideally administrative or call centre based)

  • A genuine passion for delivering an exceptional level of service

  • The ability to convey confidence, enthusiasm and energy over the telephone effectively

  • An upbeat, warm and friendly personality

  • Excellent communication skills - listening, verbal and written

  • A high level of personal resilience with the ability to remain calm when under pressure to meet deadlines

  • A team player

  • Experience of multiple computer applications including Web based systems, and Microsoft Word and Excel


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 pride in what we do, 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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