<div><font color="#222222" face="Arial, Helvetica, sans-serif" size="2"><div style=""><strong>Join the Team as a Service Delivery Manager on a 6 month FTC.</strong></div><div style=""><br></div><div style=""><strong>Location:</strong> Northampton</div><div style=""><br></div><div style=""><strong>Department: </strong>Customer Services – Aftercare (Corrective Action)</div><div style=""><br></div><div style="">Do you thrive on turning challenges into positive outcomes for customers? We are looking for a Service Delivery Manager to join our team in Northampton. As the driving force behind our Corrective Action operations, you will be pivotal in overseeing the scheduling, coordination, and resolution processes that define our customer service excellence.&nbsp;</div><div style=""><br></div><div style=""><strong>Why Wickes?</strong></div><div style=""><br></div><div style="">Wickes is a multi-channel retailer with over 50 years of industry expertise, generating revenue in excess of £1.6bn across 230 stores. But it is our culture that is our best-kept secret. We foster a collaborative, down-to-earth, and inclusive environment where everyone feels part of a winning team. We are determined to succeed, passionate about being the best, and we’ll make you feel right at home.</div><div style=""><br></div><div style=""><strong>The Role</strong></div><div style=""><br></div><div style="">In this key leadership position, you will lead and manage the day-to-day operations of the Corrective Action Team. You’ll empower your team of Coordinators to efficiently resolve customer complaints through effective scheduling of remedial works, all while ensuring we hit our SLAs and continuously improve our processes.</div><div style=""><br></div><div style=""><strong>Key Responsibilities:</strong></div><div style=""><ul><li><strong>Leadership &amp; Development:</strong> Motivate and empower your team through regular 1-2-1s, training, and development opportunities.</li><li><strong>Operational Excellence:</strong> Drive efficiency in complaint resolution, focusing on installer productivity and customer satisfaction.</li><li><strong>Relationship Management:</strong> Build and maintain strong stakeholder relationships, acting as a liaison between internal and external teams.</li><li><strong>Problem Solving</strong>: Proactively identify and resolve complex operational issues, conducting root cause analysis to prevent recurrence.</li><li><strong>Health &amp; Safety:</strong> Ensure the office environment remains safe and supportive, aligning with our Colleague Promise and wellbeing initiatives.</li></ul></div><div style=""><br></div><div style=""><strong>What We’re Looking For</strong></div><div style=""><br></div><div style="">To be successful, you will need a balance of leadership, commercial awareness, and technical proficiency.&nbsp;</div><div style=""><ul><li><strong>Leadership &amp; People Management:</strong> Experience leading service-oriented teams in a customer service or office support environment.</li><li><strong>Operational Mindset</strong>: Strong organizational skills with the ability to manage multiple priorities at pace and to tight deadlines.</li><li><strong>Technical Literacy</strong>: Proficiency with IT systems, digitized platforms, and a solid understanding of reporting and basic formulas.</li><li><strong>Problem-Solving</strong>: The ability to analyse information, make robust decisions, and mitigate risk for the business.</li><li><strong>Core Attributes:</strong> You are friendly, approachable, tenacious, and an intrinsic learner who is always looking to improve.</li></ul></div><div style=""><br></div><div style=""><strong>What We Can Offer You</strong></div><div style=""><br></div><div style="">We are committed to helping you grow your career with us. Our benefits package includes:</div><div style=""><ul><li>Competitive bonus and an enhanced contributory pension scheme.</li><li>Private Medical and Life Assurance.</li><li>Colleague discount and a comprehensive discount platform (including gym memberships and cycle-to-work schemes).</li><li>A market-leading wellbeing strategy, including an Employee Assistance Programme and support for parental, menopause, and fertility needs.</li></ul></div><div style=""><strong>Flexibility</strong>: We offer a balanced approach to work, with 3 days in the office (Tues, Weds &amp; Thurs) and flexible working options for the remaining days.</div><div style=""><br></div><div style=""><strong>Ready to make a difference?</strong></div><div style=""><br></div></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"><br></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.wickescareers.co.uk/reasonable-adjustments" target="_blank" rel="noreferrer noopener">here</a>.</em></font></div>