Field Installations Manager

Wickes; Bristol; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Competitive bonus

Save-as-you-earn scheme

Private Medical and Life Assurance

Enhanced contributory pension scheme

Colleague discount

Discount platform including savings

Job summary

Wickes is recruiting for a Field Installations Manager to cover Bristol on a permanent basis. You will lead our network of Wickes Approved Installers, developing strong relationships to maximise profitability while ensuring high quality and service levels.

You will manage installer performance, compliance with H&S, and SLAs, while driving customer satisfaction and brand protection across multiple projects.

Qualifications

• Degree educated preferred but not essential.
• Experience with best practice implementation.
• Experience managing performance.
• Experience with CRM software.
• Experience working with on-site installations and subcontractors.
• Experience improving SOPs and the overall service provided to customers.
• Knowledge of Domestic Installation industry.
• Knowledge of Apprenticeship programmes.
• Strong communication and negotiation skills.
• Ability to juggle multiple projects at a time, while maintaining attention to detail.

Responsibilities

• Negotiate & administer cost controls ensuring deductions are applied appropriately when required.
• Ensure all installer service level agreements are executed to business standards.
• Ensure installers comply with the required legal and H&S legislation; remaining compliant at all times.
• Ensure there is coverage & utilisation within the installer network to meet the required volume of installations alongside all other complex drivers to meet our delivered sales targets.
• Lead, develop and retain a team of installers ensuring maximum productivity and customer service.
• Ensure that installers are customer focussed and sufficiently motivated to achieve levels of performance and improve customer satisfaction rates in line with agreed SLAs and company measures e.g. VOC.
• Mitigate customer dissatisfaction and risk to the brand through managing robust relationships across all stakeholders.
• Act as a point of reference/escalation for customer complaint resolution, achieving resolution within set timescales.
• Ensure that installers comply with accepted installation standards via a mix of auditing methodology e.g. structure site visits, 121 meetings & reviewing performance]

Skills

Verbal communication

Written communication

Negotiation

Presentation

Stakeholder engagement

Time management

Attention to detail

Risk assessment

Interpersonal skills

Confidential data handling

Self-motivation

Education

Bachelor's degree or equivalent

Tools

CRM software

Google Workspace

Job description

We are recruiting for a Field Installations Manager to join us on a permanent basis covering Bristol!

Role Purpose

To lead our network of Wickes Approved Installers creating and developing strong relationships ensuring profitability is maximised and quality & service levels meet and exceed our customers expectations.

What you will be doing

• Negotiate & administer cost controls ensuring that deductions are applied appropriately when required
• Ensure all installer service level agreements are executed to business standards
• Ensure installers comply with the required legal and H&S legislation; remaining compliant at all times
• Ensure there is coverage & utilisation within the installer network to meet the required volume of installations alongside all other complex drivers to meet our delivered sales targets
• Lead, develop and retain a team of installers ensuring maximum productivity and customer service
• Ensure that installers are customer focussed and sufficiently motivated to achieve levels of performance and improve customer satisfaction rates in line with agreed SLAs and company measures e.g. VOC
• Mitigate customer dissatisfaction and risk to the brand through managing robust relationships across all stakeholders
• Act as a point of reference/escalation for customer complaint resolution, achieving resolution within set timescales
• Ensure that installers comply with accepted installation standards via a mix of auditing methodology e.g. structure site visits, 121 meetings & reviewing performance

What we are looking for

• Degree educated preferred but not essential
• Demonstrable experience of working within best practice and implementation
• Experience of successfully managing performance
• Experience with CRM software
• Experience working with on site installations and subcontractors
• Experience of improving SOPs and the overall service provided to customers
• Previous experience working in the kitchen, bathroom, bedroom, flooring or tiling or other related installation industry
• Understanding of Part P, Gas Safe, Asbestos regulations etc
• Experience of using Google platform e.g. sheets, docs, slides, forms
• Effective verbal and written communication skills
• Excellent listening, negotiation and presentation abilities
• Ability to juggle multiple projects at a time, while maintaining attention to detail
• Effective customer service and interpersonal skills for dealing with different types of customers
• Ability to assess and mitigate risk for the business
• Ability to prioritise and organise a demanding workload, adapting to fit the changing needs of the business
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of the organisation
• Ability to handle data confidentially
• Knowledge of sourcing strategies (recruitment)
• Knowledge of appropriate operating procedures and processes
• KPIs and target based activities
• Knowledge of Domestic Installation industry
• Knowledge of Apprenticeship programmes
• Continuous improvement mindset
• Safety conscious
• Quality conscious and methodical approach to work, with excellent attention to detail
• Personal ethics aligned to Wickes principles
• Self motivated
• Ambition and drive to help the apprenticeship programme

Benefits & Development

• Competitive bonus
• Save-as-you-earn scheme
• Private Medical and Life Assurance
• Enhanced contributory pension scheme
• Colleague discount
• Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle to work scheme

We also offer a wide range of health and wellbeing benefits and support, including an Employee Assistance Programme, financial education & loans, and access to parental, menopause and fertility support.

EEO Statement

We are 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.