Customer Service Process & Knowledge Mapping Lead (Hybrid)

B&Q Limited; Eastleigh; Hybrid; GBP 19,000 - 32,000; Full time

Benefits offered by this job

Pension

PMI

ShareSave

Hybrid working

6.6 weeks holiday

Job summary

B&Q Limited in Southampton is seeking a Process & Journey Mapping Executive to create and maintain the Customer Services knowledge base, SOPs and process maps across the contact centre. The role collaborates with the Knowledge, Content and Process Lead and stakeholders to drive improvements, ensures updates are adopted, and supports training and quality initiatives.

Experience with SharePoint, Zendesk or SAP CRM is desirable; a customer service background and strong communication skills are

Qualifications

• Proven experience creating and maintaining SOPs, Knowledge Content and Process Maps.
• Background in a customer service environment, with contact centre experience preferred.
• Experience with knowledge bases and SharePoint sites.
• Experience with Zendesk, SAP CRM; Salesforce as a plus.
• Excellent written and verbal communication and presentation skills.
• Analytical, methodical mindset capable of simplifying complex information.

Responsibilities

• Own the creation and maintenance of the Customer Services knowledge base.
• Ensure SOPs, Knowledge Content and Process Maps reflect reality, are audited regularly and current.
• Conduct reviews of existing SOPs, Knowledge Content and Process Maps to identify inefficiencies and improvements.
• Work with Knowledge, Content and Process Lead and stakeholders to gather input and sign-off on process creation and change.
• Ensure clear communication of updated Knowledge, Content and Process to Customer Service Partners for adoption and alignment with training, change, quality and operations.
• Support workshops and focus groups, gathering feedback to keep processes fit for purpose.
• Maintain relevant knowledge bases (CRM, SharePoint etc.).
• Regularly review training materials to ensure processes are clearly documented.
• Collaborate with Quality and Compliance Executive to identify and implement process improvements from audits or complaints.

Skills

Customer Service

Communication skills

Problem-solving

Analytical thinking

Presentation skills

Tools

Zendesk

SAP CRM

Salesforce

SharePoint

Visio

Job description

B&Q Limited in Southampton is seeking a Process & Journey Mapping Executive to create and maintain the Customer Services knowledge base, SOPs and process maps across the contact centre. The role collaborates with the Knowledge, Content and Process Lead and stakeholders to drive improvements, ensures updates are adopted, and supports training and quality initiatives.

Experience with SharePoint, Zendesk or SAP CRM is desirable; a customer service background and strong communication skills are