Divisional Installations Manager - Specialist Home Services (Nationwide)

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

As the Divisional Installations Manager for Specialist Installations; you will lead and develop the Installation business; ensuring profitability is maximised, quality and service meets and exceeds our customer’s expectations, and that the company remains legally compliant at all times.

You will play an integral role in delivering and growing the Installation service within your Division, working closely with the Divisional Directors.

• Major contribution to the success of the installation service offer on a Regional, Divisional and National basis

• To ensure on a Divisional basis that there is adequate capacity within the installer base to meet the required volume of installations throughout the year, managing the peaks and troughs

• Responsible for the effective communication and implementation of new installation initiatives across the Division

• Act as a point of escalation for customer complaint resolution to keep customer complaints to a minimum, resolve any that arise within minimum timescales and to full customer satisfaction

• Forge and maintain the link with the major department heads and Head of Service, improving the customer journey at all stages

• Create and maintain a positive, constructive means of gathering and acting upon feedback from Operations to continue to improve the service offering

• Responsible for driving the uptake of the installation service on a national basis, c.250plus stores

• Will need to undertake competitor and marketplace research to ensure the Wickes installation offer maintains a competitive edge and drives the service forward

• Will require the ability to manage multiple projects/work forces on time to plan and within cost /time parameters

What we are looking for?

• Experience of managing field based teams at Divisional Director level or equivalent

• Excellent verbal and written communication/reports/presentations etc

• Proven ability to influence all levels across the organisation (and third party) & behave as an advocate of the installation service

• Proven ability to work with and manage third party relationships preferably in the construction sector

• Technical knowledge to a sufficient level to be able to establish what is a ‘satisfactory’ installation and arbitrates when conflict occurs between customer, installer and store

• Problem solving abilities and capable of working in a multi layered environment

• Customer focused with a proven ability to generate enthusiasm for their work across the business & promote the Wickes brand

• Able to use Word & Excel and PowerPoint to a median level

• Ability to understand, drive and influence the financials of a company P&L report

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