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.
Role Purpose and Key Responsibilities
* Leam Leadership: Lead, motivate, and develop a high‑performing team of customer service advisors.
* Performance Management: Set clear performance expectations, monitor team performance, and provide regular feedback and coaching.
* Process Improvement: Identify and implement process improvements to enhance efficiency and customer satisfaction.
* Resource Management: Optimize resource allocation and manage staffing levels to meet business needs.
* Quality Assurance: Ensure adherence to quality standards and resolve customer issues promptly and effectively.
Key Challenges and Problem‑Solving
* Balancing competing priorities: Juggling multiple tasks and deadlines.
* Managing team performance: Motivating and coaching team members to achieve targets.
* Adapting to change: Responding to evolving customer needs and business requirements.
* Resolving complex customer issues: Handling difficult situations and providing effective solutions.
* Managing performance issues: Addressing underperformance and disciplinary matters.
* Overcoming challenges requires strong leadership, problem‑solving, and analytical skills.
Decision‑Making Authority
The role involves a mix of autonomous decision‑making and decision‑making in consultation with managers. The job holder can make decisions on resource allocation, team scheduling, and minor operational changes. However, decisions regarding significant budget allocations, strategic initiatives, and disciplinary actions require approval from higher‑level management.
Performance Measurement
* Customer satisfaction: Measured through surveys, feedback, and other metrics.
* First‑contact resolution rate: Percentage of customer issues resolved on the first contact.
* Average handling time: Average time spent on each customer interaction.
* Adherence to SLAs: Meeting agreed‑upon service level agreements.
* Team performance: Individual and team performance metrics.
* Process improvement initiatives: Successful implementation of new processes.
Required Skills and Competencies
* Leadership: Strong leadership and motivational skills to inspire and guide the team.
* Communication: Excellent verbal and written communication skills to interact effectively with customers and team members.
* Problem‑solving: Ability to analyze complex problems and develop creative solutions.
* Organizational skills: Strong organizational and time‑management skills to prioritize tasks and meet deadlines.
* Technical skills: Proficiency in relevant software and systems.
* Customer focus: A strong commitment to customer satisfaction.
* People management: Ability to recruit, train, and develop team members.
What We Offer
You’ll be supported with fantastic learning and development opportunities and have the chance to grow and develop your career with us.
* Competitive bonus (2027 bonus period)
* Private Medical Healthcare
* Save‑as‑you‑earn scheme
* Contributory pension scheme
* Colleague discount
* Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle‑to‑work scheme
* Health and wellbeing benefits and support, including an Employee Assistance Programme, financial education & loans, and access to parental, menopause and fertility support.
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. The Wickes culture is collaborative, down‑to‑earth, fun and inclusive, where people feel part of a winning team. If that sounds like you, we’ll make you feel right at home.
Vacancy Reference
# 100205
We welcome applicants of all ages and backgrounds. Please contact us here if you require any adjustments within the application process or to inform us of any reasonable adjustments needed at the interview stage. Please note, the link above is only for reasonable adjustments – general enquiries or direct CV applications cannot be accepted via this form.
#J-18808-Ljbffr