Process & Journey Mapping Executive (Customer Service & Experience)

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

Overview

Permanent

Up to £32,000 + Pension + PMI +ShareSave+ 6.6 weeks holiday+ Hybrid Working (1/2 days per week in the office)

Southampton, Store Support Office

We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as an Process & Journey Mapping Executive and you’ll be a big part of this.

Role purpose: In this role you will play a pivotal role in creating a centralised knowledge and policy base for all Customer Service operational processes. You will create and maintain all Standard Operating Procedures (SOPs), Knowledge Content and Process Maps across Customer Services to help develop knowledge, supporting the Knowledge, Content and Process Lead in building and maintaining an accurate centralised knowledge base that supports delivering effortless customer service every time by supporting colleagues in delivering accurate, effortless solutions to customer contact.

What's the job?

• Own the creation and maintenance of Customer Services knowledge base
• Ensuring SOP’s, Knowledge Content and Process Maps accurately reflect reality, are audited regularly and remain current
• Conduct reviews of existing SOP’s, Knowledge Content and Process Maps to identify inefficiencies and areas for improvements
• Work closely with Knowledge, Content and Process Lead and key stakeholders to gather input and sign-o on process creation and change
• Ensure clear communication of updated Knowledge, Content and Process as needed with Customer Service Partners to ensure adoption ensuring alignment with training, change, quality and operations.
• Support with workshops and focus groups, gathering feedback from teams on Knowledge, Content and Processes to ensure these remain fit for purpose
• Help to maintain relevant knowledge bases (CRM, SharePoint etc.)
• Regularly review training materials to ensure processes are clearly documented
• Work closely with Quality and Compliance Executive to ensure any process improvement opportunities, driven from Quality Audits or Complaints, are identified, approved and executed

Key Business Relationships:

• Departments within Customer Service
• Customer Service Partners
• Colleagues across various business functions at B&Q and Kingfisher Plc
• Finance
• Fraud / Governance

What we need:

Proven experience in a similar role, creating and maintaining SOP’s, Knowledge Content and advanced Process Maps to drive efficiencies and improve customer experience

Ideally from a Customer Service background, with strong experience of operating within a contact centre environment

Previous experience of working with outsourced contact centres would be a huge plus

Experience in working with knowledge bases and SharePoint sites

Previous experience with Zendesk and SAP CRM highly desirable, Salesforce as a plus

Excellent knowledge of Visio or other relevant process mapping software

Analytical, methodical and with the ability to simplify complex information

Strong problem-solving and decision-making abilities

Excellent written and verbal communication skills and presentation skills

What's in it for me?

What's In It For You?

At B&Q, we're building more than great homes – we're building great careers.

When you join us, you'll be part of a supportive, inclusive business where your ideas matter, your development is invested in, and your wellbeing is genuinely important.

Here's what you can expect:

Flexible & Hybrid Working - Work in a way that helps you perform at your best, balancing business needs with personal commitments.

Career Growth & Development - Access learning, development and career opportunities across one of the UK's leading retail organisations.

Competitive Reward Package - A competitive salary, pension and a range of financial benefits.

Colleague Discounts - Enjoy discounts across B&Q and the wider Kingfisher Group.

Health & Wellbeing Support - Access wellbeing resources, health support and employee assistance programmes designed to help you thrive.

Time Away From Work - Generous holiday entitlement and family-friendly policies that support life both inside and outside work.

A Place Where You Belong - We're committed to creating an inclusive workplace where everyone feels valued, respected and empowered to be themselves.

Make a Difference - The work you do will have a direct impact on our customers, colleagues and business.

Eligibility To Work

Please note that B&Q does not currently offer visa sponsorship for this role. Applicants must have the right to work in the UK at the time of application and throughout their employment.

Accessibility & Disability Confident

At B&Q, we're committed to creating an inclusive recruitment experience for everyone.

If you require any additional support or reasonable adjustments to help you complete your application or throughout the recruitment process, please let us know.

If you would like to be considered under the Disability Confident Scheme, please contact us at [e-mail]. If you meet the minimum criteria for the role, we'll consider your application in line with our Disability Confident commitments.