<div><div style=""><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">We are looking to recruit two Service Delivery Managers to lead our Customer Services Team based in our Northampton site. The primary purpose of this role is to oversee and optimise customer service operations through strong leadership, problem-solving, and analytical skills.</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, motivate, and develop a high-performing team of customer service advisors.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Set clear performance expectations, monitor team performance, and provide regular feedback and coaching.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Identify and implement process improvements to enhance efficiency and customer satisfaction.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Optimise resource allocation and manage staffing levels to meet business needs.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Ensure adherence to quality standards and resolve customer issues promptly and effectively.</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">Strong leadership and motivational skills to inspire and guide the team.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Excellent verbal and written communication skills to interact effectively with customers and team members.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Ability to analyse complex problems and develop creative solutions.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Strong organisational and time management skills to prioritise tasks and meet deadlines.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Proficiency in relevant software and systems.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">A strong commitment to customer satisfaction.</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Ability to recruit, train, and develop team members</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 can we offer you?</strong></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">You’ll be supported with fantastic learning and development and have the opportunity to grow and develop your career with us.</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">We’ll also equip you with a benefits package that includes:</font></div><div style=""><font color="#222222" face="Arial, Helvetica, sans-serif" size="2"><br></font></div><div style=""><ul><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">Contributory pension scheme</font></li><li><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">Colleague discount</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></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">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.</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">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></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">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.</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>About Us:&nbsp;</strong></font></div><div style=""><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;&nbsp;</font></div><div style=""><font color="#222222" face="Arial, Helvetica, sans-serif" size="2">But it is the Wickes culture that we are really proud of. 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 style="font-family: Arial, Helvetica, sans-serif; font-size: small; color: rgb(34, 34, 34);"><br></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);"><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>