<div><font color="#222222" face="Arial, Helvetica, sans-serif" size="2"><strong>Do you thrive on turning challenges into positive outcomes for customers? As our new Service Delivery Manager, you will be the driving force behind our Corrective Action operations, overseeing the scheduling, coordination, and resolution processes that define our customer service excellence</strong></font></div><div><font color="#222222" face="Arial, Helvetica, sans-serif" size="2"><br></font></div><div><font color="#222222" face="Arial, Helvetica, sans-serif" size="2"><strong>Role Purpose:</strong></font></div><div><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">To lead and manage the day-to-day operations of the Corrective Action Team through a team of Corrective Action Coordinators, overseeing the efficient resolution of customer complaints through the effective scheduling and coordination of installers for remedial works, ensuring adherence to agreed SLAs and continuous process improvement.</font></div><div><font color="#222222" face="Arial, Helvetica, sans-serif" size="2"><br></font></div><div><font color="#222222" face="Arial, Helvetica, sans-serif" size="2"><strong>What you’ll be doing:</strong></font></div><div><font color="#222222" face="Arial, Helvetica, sans-serif" size="2"><br></font></div><div><ul><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Lead and empower the Corrective Action Coordinators in their daily activities, ensuring the effective resolution of customer complaints by accurately scheduling installers for remedial works, managing stakeholder communication, and maintaining excellent customer contact in line with SLAs.</font></li><li>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.</li><li>Drive operational excellence within the complaint resolution process, focusing on enhancing installer efficiency and customer satisfaction. Continuously review, analyse, and propose improvements to operational workflows, ensuring process flexibility, engaging relevant stakeholders, supporting new initiatives, and conducting PIRs.</li><li>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;</li><li>Proactively identify and swiftly resolve complex customer complaints and operational issues related to remedial works, minimising impact on both installers and customers. Conduct thorough root cause analysis to prevent recurrence and develop necessary reporting to track progress and identify trends.</li><li>Serve as the first point of contact for operational issues for Corrective Action colleagues and wider stakeholders, minimising any disruption to the operation and responding to any queries in a timely manner.</li><li>Facilitate effective communication, promote a collaborative and supportive team culture, establish clear communication channels, and facilitate regular team meetings and communication sessions.</li><li>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&nbsp;</li><li>Feel and Home Committee events and aligning activities with our Colleague Promise.</li></ul></div><div><font color="#222222" face="Arial, Helvetica, sans-serif" size="2"><strong>What we’re looking for:</strong></font></div><div><ul><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Operating procedures and processes.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Using multiple IT Systems.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Working with digitised platforms, apps and other technology in a similar role.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Knowledge of reporting and basic formulas.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Using your own initiative, working at pace to tight deadlines.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Ability to work collaboratively and lead in a fast-changing and flexible environment.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Working within different teams and understanding a variety of roles and responsibilities.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Working on projects and used to taking ownership of own streams whilst demonstrating flexibility when required.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Ability to review and analyse information and make decisions based on robust facts.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Good numeracy skills and commercial awareness.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Effective communication, including listening skills.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Effective letter writing and report compilation.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Interpersonal skills - able to build strong working relationships quickly.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Ability to follow instructions and produce accurate work.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Ability to assess and mitigate risk for the business.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Problem solving and decision making.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Ability to work collaboratively and carry out tasks effectively.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Good numeracy skills and commercial awareness.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Prioritise workload and determine the appropriate course of action.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Knows when to seek help, support and advice.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Operating procedures and processes.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">KPIs and target-based activities</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Self-motivated.</font></li><li>Intrinsic learner - always seeks to improve.</li><li>Positive outlook and can-do attitude.</li><li>Friendly and approachable.</li><li>Ability to work collaboratively as part of a team.</li></ul></div><div><font color="#222222" face="Arial, Helvetica, sans-serif" size="2"><strong>What can we offer you?</strong></font></div><div><ul><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">You’ll be supported with fantastic learning and development and have the opportunity to grow and develop your career with us. We also have an early careers network to support you if you’re in your first few years of your career.&nbsp;</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">We’ll also equip you with a benefits package that includes:&nbsp;</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Competitive bonus</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Save-as-you-earn scheme</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Private Medical and Life Assurance</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Enhanced contributory pension scheme&nbsp;</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Colleague discount&nbsp;</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle to work scheme</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">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;</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">By giving you the support you need to do well at work, and the flexibility to make life work for you. We are giving you a career that doesn’t put your life on hold. Where you can be yourself, do your best work, and make a positive difference every day.</font></li></ul></div><div><font color="#222222" face="Arial, Helvetica, sans-serif" size="2"><strong>About Us:&nbsp;</strong></font></div><div><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Wickes is a multi-channel retailer operating in the home improvement market.&nbsp; With 50 years in industry, Wickes now generates revenue in excess of £1.6bn across 230 stores delivered by 8,000+ colleagues.&nbsp; But it is our culture that is considered our best kept secret; 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.</font></div><div><font color="#222222" face="Arial, Helvetica, sans-serif" size="2"><br></font></div><div><font color="#222222" face="Arial, Helvetica, sans-serif" size="2"><em>"We aim to create an inclusive workplace with colleagues’ wellbeing at the heart of everything we do.</em></font></div><div><font color="#222222" face="Arial, Helvetica, sans-serif" size="2"><em>We’re a Disability Confident Employer and committed to building a diverse workforce that reflects the communities we serve. We welcome applications from disabled people and are committed to providing an accessible recruitment process and workplace for everyone. If you require any support or reasonable adjustments, please let us know <a href="https://www.wickesplc.co.uk/company/news/press-releases/2024/wickes-to-make-all-store-management-roles-open-to-flexible-working/" target="_blank" rel="noreferrer noopener">here.</a>"</em></font></div><div><br></div>