Partnership Operations Manager – Customer Service
B&Q Chandler's Ford, England, United Kingdom
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Partnership Operations Manager – Customer Service
B&Q Chandler's Ford, England, United Kingdom
Join to apply for the Partnership Operations 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 whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as a
Overview
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 Partnership Operations Manager – Customer Service and you’ll be a big part of this.
Role Purpose: The Partnership Operations Manager supports the Senior Partnership Manager in delivering operational consistency within our BPO operation to deliver effortless customer service every time. Working with operational colleagues within outsourced customer service teams, the Operations Manager will oversee daily operations to ensure efficiency, productivity, and optimal service delivery meets customer needs. The role will be ensuring the Customer Service teams have the skills, knowledge, training, and tools to deliver effortless service for B&Q customers. Utilising operational data, the Operations Manager will work in line with policy/procedures to resolve any escalations, conflicts, or issues that may arise with outsourced Customer Service partner to ensure smooth and effective operations. This position is pivotal in ensuring consistent, high-quality service is provided by B&Q Customer Service.
What's the job?
Key Accountabilities / Responsibilities
* Reporting into the Senior Partnership Manager you will work closely with our outsourced operational teams to ensure deliver operational performance across multiple contact channels, including telephony, web, social, and email to achieve target across defined metrics/SLAs, including Customer Satisfaction (CSAT), First-Contact Resolution (FCR) and Customer Effort (CES)
* Identify and mitigate areas of risk within the customer service operation, always ensuring continuity in services.
* Work with operational leads/managers to resolve any escalations, conflicts, or issues that may arise with outsourced Customer Service partner to ensure smooth and effective operations.
* Ensure the outsourced partner has the relevant operational processes and procedures to effectively and deliver in line with expectation
* Ensure that customer service teams have the appropriate knowledge, training, and development to deliver in line with expectation
* Track and analyse operational quality to ensure consistency of standards for all customers.
* Track and analyse operational performance metrics to evaluate the effectiveness of outsourced operations and identify areas for improvement.
* Work with the internal Customer Service team and cross functionally to support continuous improvements in customer service, identify customer policy/process changes that balance business and customer needs.
* Ensure any IT issues impacting the outsourced partner are understood, appropriately prioritised and resolved on a timely basis to ensure business continuity of customer services.
* Support the Senior Partnership Manager in developing a suite of Customer Service dashboards for real-time insights and data that supports the transformation of Customer Service at B&Q.
* Deputise for the Senior Partnership Manager where necessary
What We Need
Required Skills & Experience:
* Ability to analyse data and report on performance metrics, with familiarity with key performance indicators (KPIs) for contact centres, such as average handle time (AHT), first contact resolution (FCR), and customer satisfaction scores (CSAT).
* Experience working in Customer Service operations with offshore BPO experience
* Ability to handle difficult situations and resolve conflicts effectively.
* Proficiency in contact centre software and tools (e.g., Zendesk, telephony systems, IVR).
* Excellent verbal/written communication, presentation and engagement abilities, being able to provide clear and concise operational updates (both verbally and written)
* IT skills and understanding of call centre technologies.
* Strong attention to detail and accuracy.
* Excellent time management and multitasking abilities.
* Ability to plan, prioritize, and coordinate tasks efficiently.
* Ability to deliver through others
* Resilience in a fast-paced change environment
Essential Technical / Professional Qualifications
* Proficiency in contact centre software and tools (e.g., Zendesk, telephony systems, IVR).
* IT skills and understanding of call centre technologies
What's in it for me?
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.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Management and Manufacturing
* Industries
Retail
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