<div><div style=""><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">We are recruiting for a Service Delivery Manager to lead and manage the Installer Operational Support Team, ensuring the seamless and continuous operational effectiveness of our Installer network. This involves overseeing end-to-end process management, providing critical departmental support in line with agreed SLAs, and proactively identifying and implementing continuous improvement initiatives to enhance installer efficiency and satisfaction.</font></div><div style=""><font color="#222222" face="Arial, Helvetica, sans-serif" size="2"><br></font></div><div style=""><font color="#222222" size="2" face="arial">This is a hybrid role with the expectation to be on site Tuesday, Wednesday and Thursdays. The working hours are standard 8:30-5:30 Mon - Fri but we also offer flexible shifts as well (7-4 or 7:30-4:30) which are generally shared across the team each week.</font></div><div style=""><font color="#222222" face="Arial, Helvetica, sans-serif" size="2"><br></font></div><div style=""><font color="#222222" face="Arial, Helvetica, sans-serif" size="2"><strong>Key Responsibilities:</strong></font></div><div style=""><ul><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Lead and empower Service Delivery Coordinators to ensure optimal support for the Wickes Approved Installer Network, delivering on role expectations and SLAs. This includes overseeing installer allocations, managing payment processes, authorising waste disposal, and maintaining overall installer operational readiness.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Develop team members through regular 1-2-1s and reviews, identifying training needs and facilitating opportunities for development both within the team and wider business.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Drive operational excellence with a strong focus on enhancing the Wickes Approved Installer Network experience and, consequently, customer satisfaction. Continuously review, analyse, and propose improvements to operational processes to ensure flexibility, engage key stakeholders, support new initiatives, and conduct PIRs to refine installer support.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Build and maintain relationships with stakeholders, resolving issues raised, supporting the operation of other teams and acting as a liaison between internal and external teams and departments.&nbsp;</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Promptly resolve complex operational issues impacting the Wickes Approved Installer Network, minimising disruption to their work and subsequent customer impact. Conduct thorough root cause analysis to prevent recurrence and proactively develop comprehensive reporting to identify trends and inform strategic improvements for installer support.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Act as the primary point of contact for all operational issues affecting the Wickes Approved Installer Network, both for the Installer Operational Support team and wider stakeholders. This includes minimising operational disruptions and ensuring timely and effective responses to all queries to maintain installer engagement and utilisation.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Facilitate effective communication, promote a collaborative and supportive team culture, establish clear communication channels, and facilitate regular team meetings and communication sessions.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Ensure the health and safety of team members within the office is protected through adherence to ways of working and supporting the wellbeing of colleagues through engagement with Installations Feel and Home Committee events and aligning activities with our Colleague Promise.</font></li></ul></div><div style=""><font color="#222222" face="Arial, Helvetica, sans-serif" size="2"><br></font></div><div style=""><font color="#222222" face="Arial, Helvetica, sans-serif" size="2"><strong>What are we looking for:</strong></font></div><div style=""><ul><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Experience / knowledge of resource forecast planning.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Worked within the Kitchen and Bathroom Market within the last 12 months or within a similar role.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Delivery of training to individuals/groups.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Experience of supervising a service orientated team within a Customer Services or Office Support environment.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Confident ability to speak on public platforms and challenge senior stakeholders when required.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Google related platforms e.g sheets, docs, slides, forms.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Kitchen &amp; Bathroom Industry compliance standards.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Data protection.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Health &amp; Safety principles.</font></li></ul></div><div style=""><font color="#222222" face="Arial, Helvetica, sans-serif" size="2"><div><strong>What can we offer you?</strong></div><div><br></div><div>You’ll be supported with fantastic learning and development and have the opportunity to grow and develop your career with us.</div><div><br></div><div>We’ll also equip you with a benefits package that includes:</div><div><br></div><div><ul><li>Competitive bonus (2027 period)</li><li>Contributory pension scheme</li><li>Colleague discount&nbsp;</li><li>Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle to work scheme.</li></ul></div><div><br></div><div>Our widely recognised wellbeing strategy is something we’re proud of at Wickes. As part of this, we offer a range of health and wellbeing benefits and support, including an Employee Assistance Programme, financial education &amp; loans, and access to parental, menopause and fertility support.&nbsp;</div><div><br></div><div>We recognise the value of bringing our teams together to collaborate, support each other and build on our amazing culture. We are also encouraging our teams to work flexibly, with a blend of remote / office working.&nbsp;</div><div><br></div><div><strong>About Us:&nbsp;</strong></div><div>Wickes is a multi-channel retailer operating in the home improvement market. With 40 years in industry, Wickes now generates revenue in excess of £1.3Bn across 230 stores delivered by 8,000+ colleagues.&nbsp;</div><div>But it is the Wickes’ culture that we are really proud of as it’s a collaborative, down to earth, fun and inclusive environment where people feel part of a winning team. All our colleagues come from different backgrounds, but what we all have in common is a determination to succeed and a passion for being the best we can be. If that sounds like you, we’ll make you feel right at home.</div><div><br></div></font></div></div><div><span style="font-family: Arial, Helvetica, sans-serif; font-size: small; color: rgb(34, 34, 34);"><br></span></div><div><span style="font-family: Arial, Helvetica, sans-serif; font-size: small; color: rgb(34, 34, 34);">Vacancy Reference #</span></div><div><span style="font-family: Arial, Helvetica, sans-serif; font-size: small; color: rgb(34, 34, 34);"><br></span></div><div><span style="font-family: Arial, Helvetica, sans-serif; font-size: small; color: rgb(34, 34, 34);">Please contact us&nbsp;</span><a href="https://www.wickescareers.co.uk/reasonable-adjustments" target="_blank" data-saferedirecturl="https://www.google.com/url?q=https://www.wickescareers.co.uk/reasonable-adjustments&amp;source=gmail&amp;ust=1665218416227000&amp;usg=AOvVaw2727RLDdu25CVf4RaodB8R" style="font-family: Arial, Helvetica, sans-serif; font-size: small; color: rgb(17, 85, 204);">here</a><span style="font-family: Arial, Helvetica, sans-serif; font-size: small; color: rgb(34, 34, 34);">&nbsp;if you require any adjustments within the application process.&nbsp; If you require any reasonable adjustments at the interview stage you will have an opportunity to inform us when we invite you to interview. Please note,&nbsp;this link is only for reasonable adjustments required - general enquiries, or direct CV applications cannot be accepted via this form.</span></div>