Role Purpose:
We’re recruiting for a Service Delivery Manager to join our Customer Services - Aftercare team, based in Northampton. Reporting to the Customer Services Operations Manager, you will play a pivotal role in overseeing and optimizing our customer service operations, ensuring we continue to provide an exceptional experience for our customers.
What you’ll be doing:
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Team Leadership: Lead, motivate, and develop a high-performing team of customer service advisors.
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Performance Management: Set clear expectations, monitor performance, and provide regular feedback and coaching to help your team succeed.
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Process Improvement: Identify and implement innovative process improvements to enhance efficiency and customer satisfaction.
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Resource Management: Optimise resource allocation and manage staffing levels to meet evolving business needs.
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Quality Assurance: Ensure adherence to our high-quality standards and resolve complex customer issues promptly and effectively.
What we’re looking for:
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Leadership: Strong leadership and motivational skills to inspire and guide your team.
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Communication: Excellent verbal and written communication skills to interact effectively with customers and team members.
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Problem-solving: A proactive ability to analyse complex problems and develop creative solutions.
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Organisational skills: Strong time management skills to prioritize tasks and meet deadlines in a fast-paced environment.
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Customer Focus: A genuine passion for customer satisfaction and brand integrity.
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People Management: Proven ability to recruit, train, and develop team members.
What can we offer you?
You’ll be supported with fantastic learning and development and have the opportunity to grow and develop your career with us. We also have an early careers network to support you if you’re in your first few years of your career.
We’ll also equip you with a benefits package that includes:
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Competitive bonus
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Save-as-you-earn scheme
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Private Medical and Life Assurance
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Enhanced contributory pension scheme
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Colleague discount
Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle to work scheme
Our widely recognised wellbeing strategy is something we’re proud of at Wickes. As part of this, we offer a range of health and wellbeing benefits and support, including an Employee Assistance Programme, financial education & loans, and access to parental, menopause and fertility support.
By giving you the support you need to do well at work, and the flexibility to make life work for you, we are giving you a career that doesn’t put your life on hold. Where you can be yourself, do your best work, and make a positive difference every day.
About Us:
Wickes is a multi-channel retailer operating in the home improvement market. With 50 years in industry, Wickes now generates revenue in excess of £1.6bn across 230 stores delivered by 8,000+ colleagues. But it is our culture that is considered our 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.
"We aim to create an inclusive workplace with colleagues’ wellbeing at the heart of everything we do.
