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 whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as a Operational Excellence Manager - Customer Service and you’ll be a big part of this. Role Purpose: The Operational Excellence Manager will play a pivotal role in transforming B&Qs approach to Customer Service. Your goal? Optimise business operations by improving service quality and lowering costs, whilst aligning operation strategy and B&Q goals. The Operational Excellence Manager will establish and maintain a culture of excellence by streamlining processes and leading change initiatives to help us deliver effortless customer service every time. Utilising Customer Service data, you will lead cross functional initiatives focused on optimizing operations, reducing costs, reducing the need for customers to have to contact B&Q, all with a view to improve customer satisfaction and our ability to resolve contacts first time. This role is ideal for someone who thrives in a fast-paced, customer focused, data-driven environment and has a strong background in Customer Service, continuous improvement and cross-functional collaboration. Key Accountabilities / Responsibilities: • Work cross functionally to build and implement a robust Operational Excellence strategy for Customer Service, focused on improving Customer Satisfaction and reducing unnecessary contact across all B&Q CS channels • Identify, analyse and refine operational processes to reduce complexity, improve efficiency and enhance customer satisfaction. • Own the delivery of the Customer Services Operational Excellence strategy, ‘Right First Time’ • Foster a culture of continuous improvement throughout the business, using customer data to drive data led decisions/improvements that represent the customer at all times • Work with internal teams to influence future strategic decisions, ensuring developments are customer driven and sustainable • Ensure offshore innovation and improvements align with internal roadmaps, on-the-ground realities and are successfully delivered • Support facilitating change across the business through knowledge-sharing and voice of customer sessions/workshops. • Oversee change management initiatives to ensure smooth transitions and minimal disruption to Customer Service during process updates integrations of system changes • Develop, track and report on key performance indicators to assess operational effectiveness, identify trends and inform decision making • Identify and mitigate operational risks to safeguard business continuity • Support the delivery of operational cost savings for the Customer Service department, with ability to provide clear and concise updates to stakeholders of all levels (both verbally and written) Required Skills & Experience: You will be skilled & experienced working in a large, complex, matrix organisation with experience of shaping or leading change programmes that drive organisation efficiency and improved Customer Satisfaction. Key requirements are: • Experience of Customer Service within an omni-channel retail environment • Experience working with offshore BPOs • Data savvy with ability to manipulate, analyse and communicate data effectively • Experience in Lean/Operational excellence tools • Knowledge of process improvement, and automation. • Strong project management and change leadership skills. • Ability to influence, communicate, and drive strategic initiatives. • A problem-solver with a results-driven, can-do mindset. • Commercial acumen with strong data analysis skills • Interpersonal skills – be able to build a positive team culture in a global team • Customer focused, results-focused, efficient, and pragmatic Essential Technical / Professional Qualifications: • Educated to degree level • Continuous improvement / Lean Six Sigma • Customer Service/BPO experience As part of a great team, you’ll be valued for who you are. We’re committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business. We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more! So we can support you during the application or interview process, please contact recruitment@b-and-q.co.uk for any recruitment adjustments.