Operational Excellence Manager - Customer Service
B&Q Chandler's Ford, England, United Kingdom
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Operational Excellence Manager - Customer Service
B&Q Chandler's Ford, England, United Kingdom
1 day ago Be among the first 25 applicants
Join to apply for the Operational Excellence Manager - Customer Service role at B&Q
Permanent
From £50,000 + Pension + PMI + ShareSave + 6.6 weeks holiday + Hybrid Working (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 entire business to help our customers create a home they love. Join us as an Operational Excellence Manager - Customer Service and be a key part of this mission.
Role Purpose:
The Operational Excellence Manager will transform B&Q's approach to Customer Service by optimizing business operations, improving service quality, and reducing costs, aligning with B&Q's strategic goals. You will establish a culture of excellence by streamlining processes and leading change initiatives to deliver effortless customer service. Using customer service data, you will lead cross-functional projects aimed at operational optimization, cost reduction, and enhancing first contact resolution, all to boost customer satisfaction. This role suits someone who thrives in a fast-paced, customer-focused, data-driven environment with a strong background in customer service, continuous improvement, and collaboration.
Key Responsibilities:
* Develop and implement a robust Operational Excellence strategy for Customer Service, focusing on customer satisfaction and reducing unnecessary contacts across all channels.
* Analyze and refine operational processes to improve efficiency and customer satisfaction.
* Lead the delivery of the 'Right First Time' Customer Service strategy.
* Promote a culture of continuous improvement using customer data to inform decisions.
* Collaborate with internal teams to ensure customer-driven and sustainable developments.
* Align offshore innovations with internal roadmaps and ensure successful implementation.
* Facilitate change management and knowledge sharing through workshops and sessions.
* Monitor and report on key performance indicators to assess effectiveness and inform decisions.
* Identify operational risks and implement mitigation strategies.
* Support operational cost savings initiatives and communicate progress to stakeholders.
Requirements:
* Experience in a large, complex, matrix organization leading change programs that improve efficiency and customer satisfaction.
* Experience in omni-channel retail customer service and working with offshore BPOs.
* Strong data analysis skills and ability to manipulate and communicate data effectively.
* Proficiency in Lean/Operational Excellence tools, process improvement, and automation.
* Excellent project management and change leadership skills.
* Influential communicator with strategic initiative experience.
* Results-oriented problem solver with a pragmatic approach.
* Commercial acumen with strong analytical skills.
* Interpersonal skills to foster a positive team culture in a global environment.
* Customer-focused and efficient mindset.
Qualifications:
* Degree-level education.
* Continuous improvement / Lean Six Sigma certification.
* Experience in Customer Service and BPO environments.
Benefits:
Join a diverse and inclusive team where everyone is valued. Benefits include an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, wellbeing programs, discounts, and more. For support during the application process, contact recruitment@b-and-q.co.uk.
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