Job Overview
Permanent position in the West Midlands, field‑based with a car provided by us. Salary: £40,000 – £50,000 plus pension, PMI, ShareSave, 6.6 weeks holiday. Full driving licence required.
We believe anyone can improve their home to make life better. From our Southampton Store Support office we equip our stores, people, and the whole business to help our millions of customers create a home they’ll love. Join us as an Installations Partner and you’ll be a big part of this.
Role Purpose
Partner with Regional Managers to support the delivery of B&Q’s installations service strategy, educating and coaching store leadership teams.
Key Accountabilities / Responsibilities
* Work in partnership with Regional Managers and Unit Managers to implement the B&Q installations plan.
* Develop strong relationships within regional teams.
* Use data and insights to identify trends in installation performance and respond to regional opportunities.
* Support stores to resolve customer issues and HLC complaints, protecting finance, brand and customers.
* Collaborate with the installations support team to resolve all warranty claims.
* Review and ensure correct processes consistently in stores.
* Provide content for quality training tools and deliver coaching to build confidence and knowledge in stores.
* Support stores with data‑driven insight for sourcing, recruitment, development, and engagement of quality installers.
* Build installer relationships, listen to feedback, and develop plans to improve service.
* Identify capacity opportunities and support recruitment, development and engagement of installers.
* Work closely with regions to ensure installer capacity meets future demand and business targets.
* Develop technical knowledge and capabilities of the store and installations support team.
* Propose and support solutions to improve the installation proposition with regional managers.
Key Business Relationships
* Regional Managers
* Store Management Teams
* Store Showroom Teams
* Installers (external)
* Legal
* Quality & Aftercare team
* Electrical Governing Bodies (external)
* Gas Safe Register (external)
* Installations service providers & Dispute resolution organisations (external)
Required Skills & Experience
* In‑depth knowledge of the installation industry.
* Awareness of dispute resolution processes.
* Experience dealing with customer issues and complaints.
* Ability to identify and solve problems.
* Excellent communication skills.
* Financial and business acumen.
* Experience leading change.
* Coaching and developing colleagues (remote or in person).
* Excellent analytical skills.
* Proficiency in Microsoft Office, Teams, SharePoint.
* Organised and efficient.
* Takes responsibility.
* Excellent engagement and influencing skills.
* Excellent attention to detail.
Benefits
Competitive salary, pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, Employee Assistance Programme, shopping discounts, colleague wellbeing benefits, and more.
We are committed to diversity and inclusion. All candidates are encouraged to apply regardless of background. We provide supportive adjustments if needed.
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