About the role
Marketplace Merchant Support Lead
12 months FTC - Full time / part time / job share
£60,000-£75,000 + Bonus + Pension + BUPA + ShareSave + 6.6 weeks holiday
Home Based + 1-2 days a month in 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 Marketplace Merchant Support Lead and you'll be a big part of this.
The Marketplace Merchant Support Lead sits within the Marketplace function. Launched in March 2022, we've already added over 500,000 products from third party sellers to B&Q's diy.com ecommerce channel and app, nearly tripled the products available, and rocket boosted our sales. For people who love a challenge, this is the place to be. It's a culture where ideas fly, where you'll develop fast, where you'll be encouraged to step out of your lane.
At B&Q we have a hybrid approach to working to increase flexibility in how we work. Speak to our recruitment team to find out more.
Key responsibilities
We are looking for someone to join as a Marketplace Merchant Support Lead, to cover a maternity leave within the Merchant Support team. Reporting to the Head of Merchant Experience, you will act as the primary interface between B&Q and our business partners. You will be responsible for providing timely and accurate operational support to Merchants selling on the B&Q platform. Driven by the ambition to consistently delivery an outstanding experience to our business partners, you will be in the front line to identify and document key operational bottlenecks, and work in cooperation with other departments to improve the platform processes.
Key responsibilities:
* Lead, manage and develop the Merchant Support team.
* Define performance metrics and drive team performance accordingly.
* Ensure the team meets its goals and objectives in a timely manner.
* Able to understand and solve problems faced by our business customers, ensuring timely resolution or escalation, and communicating promptly on progress.
* Maintaining a positive and professional demeanour, always portraying the company in a positive light and effectively managing sensitive issues
* Learn how our business operates from the ground up.
* Contribute to the continuous improvement of the marketplace model. Identify recurring issues and propose initiatives to streamline marketplace operations, customer service tools and internal processes and projects.
* Constitutes and updates internal documentation.
Required skills & experience
* Experience using service desk software - (Salesforce is preferable)
* Experience supporting business customers (B2B Support).
* You have created and/or enhanced standard operating procedures to improve the overall efficiency of the support function.
* Experience working with a Marketplace provider or platform (e.g. Mirakl) is not essential, but favourable.
* A customer centric approach with a desire to resolve any issues they are facing.
* Approachable, cooperative and a team player who easily gains the trust and support of Associates and peers.
* Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
* You feel at ease while you are explaining complex situations to different stakeholders
* Self-motivated and eager to learn
What's in it for me?
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!
As part of a great team, you'll be supported to grow and encouraged to explore new career directions within the business and the wider group. And, because you'll be inspiring great things for our customers and the whole business, you'll do work worth caring about.
Interviews for this role will be held week commencing 6th May 2024
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