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Process & Journey Mapping Executive (Customer Service & Experience)

B&Q -
Eastleigh

Apply Now

Job details

Part-time | Full-time
£30,000 - £32,000 a year
14 days ago

Benefits

Annual leave
Company pension
Employee assistance programme
Employee discount

Qualifications

CRM software
Customer service
Process improvement
Visio
Internal department liaison
Presentation skills
Zendesk
SharePoint
Content management
Communication skills

Full job description

Overview:

Permanent

Up to £32,000 + Pension + PMI + ShareSave + 6.6 weeks holiday + Hybrid Working (1/2 days per week in the office)

Southampton, Store Support Office

We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as an Process & Journey Mapping Executive and you’ll be a big part of this.

Role purpose: In this role you will play a pivotal role in creating a centralised knowledge and policy base for all Customer Service operational processes. You will create and maintain all Standard Operating Procedures (SOPs), Knowledge Content and Process Maps across Customer Services to help develop knowledge, supporting the Knowledge, Content and Process Lead in building and maintaining an accurate centralised knowledge base that supports delivering effortless customer service every time by supporting colleagues in delivering accurate, effortless solutions to customer contact.

What's the job?:

Own the creation and maintenance of Customer Services knowledge base
Ensuring SOP’s, Knowledge Content and Process Maps accurately reflect reality, are audited regularly and remain current
Conduct reviews of existing SOP’s, Knowledge Content and Process Maps to identify inefficiencies and areas for improvements
Work closely with Knowledge, Content and Process Lead and key stakeholders to gather input and sign-o on process creation and change
Ensure clear communication of updated Knowledge, Content and Process as needed with Customer Service Partners to ensure adoption ensuring alignment with training, change, quality and operations.
Support with workshops and focus groups, gathering feedback from teams on Knowledge, Content and Processes to ensure these remain fit for purpose
Help to maintain relevant knowledge bases (CRM, SharePoint etc.)
Regularly review training materials to ensure processes are clearly documented
Work closely with Quality and Compliance Executive to ensure any process improvement opportunities, driven from Quality Audits or Complaints, are identified, approved and executed

Key Business Relationships:

Departments within Customer Service
Customer Service Partners
Colleagues across various business functions at B&Q and Kingfisher Plc
Finance
Fraud / Governance

What we need::

Proven experience in a similar role, creating and maintaining SOP’s, Knowledge Content and advanced Process Maps to drive efficiencies and improve customer experience
Ideally from a Customer Service background, with strong experience of operating within a contact centre environment
Previous experience of working with outsourced contact centres would be a huge plus
Experience in working with knowledge bases and SharePoint sites
Previous experience with Zendesk and SAP CRM highly desirable, Salesforce as a plus
Excellent knowledge of Visio or other relevant process mapping software
Analytical, methodical and with the ability to simplify complex information
Strong problem-solving and decision-making abilities
Excellent written and verbal communication skills and presentation skills

What's in it for me?:

What's In It For You?

At B&Q, we're building more than great homes – we're building great careers.

When you join us, you'll be part of a supportive, inclusive business where your ideas matter, your development is invested in, and your wellbeing is genuinely important.

Here's what you can expect:

Flexible & Hybrid Working - Work in a way that helps you perform at your best, balancing business needs with personal commitments.

Career Growth & Development - Access learning, development and career opportunities across one of the UK's leading retail organisations.

Competitive Reward Package - A competitive salary, pension and a range of financial benefits.

Colleague Discounts - Enjoy discounts across B&Q and the wider Kingfisher Group.

❤️ Health & Wellbeing Support - Access wellbeing resources, health support and employee assistance programmes designed to help you thrive.

Time Away From Work - Generous holiday entitlement and family-friendly policies that support life both inside and outside work.

A Place Where You Belong - We're committed to creating an inclusive workplace where everyone feels valued, respected and empowered to be themselves.

Make a Difference - The work you do will have a direct impact on our customers, colleagues and business.

Eligibility To Work

Please note that B&Q does not currently offer visa sponsorship for this role. Applicants must have the right to work in the UK at the time of application and throughout their employment.

Accessibility & Disability Confident

At B&Q, we're committed to creating an inclusive recruitment experience for everyone.

If you require any additional support or reasonable adjustments to help you complete your application or throughout the recruitment process, please let us know.

If you would like to be considered under the Disability Confident Scheme, please contact us at [email protected]. If you meet the minimum criteria for the role, we'll consider your application in line with our Disability Confident commitments.

Apply Now

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