Resolution Team Lead

B&Q Limited; Eastleigh; Hybrid; GBP 36,000 - 40,000; Full time

Benefits offered by this job

Pension

ShareSave

PMI

Hybrid working 1 day in the office

Job summary

B&Q Limited is seeking a Resolutions Team Lead in Southampton (hybrid). You will lead and develop a frontline Resolution Team, coaching staff to resolve complex customer issues quickly with minimal cross-team handoffs. The role requires strong leadership, stakeholder management and a focus on improving service quality.

The position supports hybrid working, with 1 day per week in the office, and offers a competitive package including a pension, PMI and ShareSave benefits.

Qualifications

• Experience leading, coaching and developing colleagues in customer service environments.
• Proven ability to resolve complex customer issues and manage escalations across teams.
• Strong leadership, communication and performance coaching skills.

Responsibilities

• Lead, coach and develop the Resolution Team and Admins to create a capable operational resolution team.
• Run regular 1:1s, team huddles and performance reviews to drive improvement.
• Support recruitment, onboarding and knowledge transfer across resolution processes.
• Manage attendance, wellbeing and day-to-day performance in line with expectations.
• Create a culture of ownership and practical problem-solving to avoid cross-team handoffs.
• Allocate and balance workloads; monitor queue health and ageing cases.
• Ensure fulfilment, delivery, refunds and aftersales issues progress within timeframes.
• Maintain coverage across channels and escalation routes; flag capacity risks.
• Act as first-line leadership support for blocked cases or rapid recovery.
• Lead store escalation pathway and guide stores on complex issues.
• Identify recurring escalation themes and share insights with Retail Ops and Logistics.
• Ensure store escalations are resolved without unnecessary moves to executive channels.
• Carry out regular case reviews, quality checks and coaching interventions.
• Provide decision support on complex operational scenarios and remedies.
• Authorize resolution actions within authority levels.
• Identify gaps in processes and drive improvements.

Skills

Team leadership

Customer service

Stakeholder management

Job description

Overview

Permanent

From £36,000 - £40,000 + Pension + PMI +ShareSave+ 6.6 weeks holiday+ Hybrid Working (1 day per week in the office)

Southampton, Store Support Office

(Shift patterns - Monday-Saturday, 8am-8pm + some Sundays)

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 a Resolutions Team Lead and you’ll be a big part of this.

Role Purpose:The Resolution Team Leadis responsible forthe day-to-day leadership, coaching and performance management of the Resolution Team, ensuring complex customer issues are resolved quickly, consistently and without unnecessary corporate escalation.The role provides the operational leadership layer for frontline, omnichannel problem-solving across customer contact channels, retail store escalations, fulfilment, delivery, supplychainand aftersales issues. It enables Resolution Advisors to use broad operational autonomy to fix complex customer problems at pace, whilemaintaininga clear audit trail and proportionate escalation routes. The role is distinct from Executive Complaints leadership. Executive Complaints handles high-level escalations, PR risks, and legal or regulatory threats. The Resolution Team focuses on practical, cross-channel operational recovery before a case becomes a corporate,executiveor regulatory complaint.

What's the job?

Team leadership and colleague development

• Lead,coachand develop Customer Resolution Advisors and Resolution Admins, creating a capable and confident operational resolution team.

• Run regular 1:1s, team huddles, performanceconversationsand development reviews.

• Support recruitment, onboarding, knowledge transfer and capability building across resolution processes and systems.

• Manage attendance, wellbeing,engagementand day-to-day colleague performance in line with B&Q expectations.

• Create a culture of ownership,paceand practical problem-solving thatavoids passingcomplex customer issues between teams.

Operational resolution and workload management

• Allocate,prioritiseand balance resolution workloads across Advisors and Admins.

• Monitor queue health, ageing cases, customer commitments, store escalationvolumesand operational risk.

• Ensure complex fulfilment, delivery, replacement, refund, supplier,stockandaftersalesissues are progressed within agreedtimeframes.

• Maintain effective operational coverage across channels and store escalation routes, flagging resourcing or capacity risks to the Complaints Manager.

• Act as first-line leadership support where cases are blocked, require cross-functional intervention or need rapid operational recovery.

Retail store escalation pathway

• Lead the dedicated escalation pathway for Retail stores, giving stores a clear route for complex customer issues that cannot be resolved locally.

• Support store colleagues with guidance,ownershipandtimelyupdates on escalated customer cases.

• Identifyrepeat store escalation themes and shareinsightwith Retail Operations, Logistics, CustomerServiceand relevant support functions.
• Ensure store escalations are resolved without unnecessary movement into executive complaint channels unless risk thresholds are met.
• Build trust with Retail by providing clear ownership, practicalsolutionsand consistent communication.

Quality, consistency and decision support

• Carry out regular case reviews, qualitychecksand coaching interventions.

• Ensure resolution outcomes are fair, commercially balanced, well documented and aligned to B&Q policies and delegated authority.

• Provide decision support on complex operational scenarios and customer remedies.

• Approveresolutionactions or remedy proposals within agreed authority levels.

• Identifygaps in process, judgement,handoffsor documentation andtake action to improveconsistency.

Escalation, riskmanagementand handoff control

• Identifycases that require escalation to Executive Complaints, Complaints Specialists, Legal, PR, Qualityor the Complaints Manager.

• Ensure handoffs are clear,timelyand supported byaccuratecase history, customer impact, actions taken and recommended next steps.

• Maintain separation between operational resolution and corporate complaint handling, while ensuring customers and stores experience one joined-up B&Q response.

• Personally manage a small number of complex, urgent or high-impact operational resolution cases where leadership ownership isrequired.

Insight and continuous improvement

• Identifyrecurring failure points across fulfilment, delivery, supply chain, supplier, marketplace,retailand aftersales journeys.

• Share insight with the Complaints Manager and relevant business owners to reduce repeat issues and improve customer experience.

• Support local process improvement activity that improves speed to resolution, reducesreworkand improves store confidence.

• Contribute to performance reporting, root-cause commentary and lessons learned activity.

What we need:

• Experience leading, coaching and developing colleagues within customer service, contact centre, retail support, logistics, fulfilment or operational resolution environments.
• Proven ability to resolve complex customer issues, managing escalations and collaborating across multiple teams to drive positive outcomes.
• Strong people leadership and coaching skills, with experience improving performance, capability and service quality.
• Excellent operational judgement, workload planning and decision-making skills, able to prioritise effectively in a fast-paced environment.
• Confident stakeholder manager with strong influencing, communication and relationship-building skills.
• Highly effective written communicator, capable of handling sensitive customer cases with clarity, professionalism and empathy.
• Analytical and solution-focused, with a pragmatic approach to problem solving and continuous improvement.
• Customer-focused, resilient and accountable, comfortable taking ownership of complex challenges and delivering results under pressure.
• Commercially aware and collaborative, balancing customer needs with operational and business objectives.

What's in it for me?

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.