Resolution Team Lead

B&q; Southampton; On-site; GBP 36,000 - 40,000; Full time

Benefits offered by this job

Pension

PMI

ShareSave

Holiday allowance

Hybrid work

Job summary

B&Q is seeking a Resolutions Team Lead at our Southampton Store Support Office. The role combines leadership of the Resolution Team with coaching and performance management, handling complex customer issues and multi-channel recovery.

The posting notes a hybrid working arrangement (1 day per week in the office), with a salary from £36,000 to £40,000 plus pension, PMI, ShareSave and generous holiday. Shift pattern: Mon–Sat, 8am–8pm with some Sundays.

Qualifications

• Experience leading a customer service team or contact centre.
• Excellent communication and coaching skills.
• Ability to resolve complex issues quickly with minimal escalation.

Responsibilities

• Lead day-to-day operations of the Resolution Team across channels.
• Coach and develop Resolution Advisors to improve performance.
• Manage escalations and ensure compliance with processes and audits.

Skills

Leadership

Coaching

Customer service

Problem solving

People management

Job description

• Open to Job Share, Full Time or Part Time - 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.

We want to ensure that all employees, future employees and applicants to all Kingfisher companies are treated equally regardless of age, gender, marital or civil partnership status, colour, ethnic or national origin, culture, religious belief, philosophical belief, political opinion, disability, gender identity, gender expression or sexual orientation.

Training & development

Learn & Develop at B&Q

When you join B&Q, we want you to be all you can be. From the minute you walk through our doors to the exciting moment you make that next career move, we're here to help you make the most of every opportunity. Thanks to our friendly learning system, LEO, we make sure you always have the support you need to take on every challenge and fit your learning around your life. Here, we know that the best way to grow is together.

Flexible learning with LEO

LEO is your every day, on the go learning and development partner. Helping you build the knowledge you need now and in the future. With LEO, you can access training and content, anywhere, anytime and on any device. You can even influence the type of training on offer by rating and recommending content, and letting us know what we can do to improve. Award-winning and featuring over 500 different learning activities - like short videos, articles, workshops and webinars - think of LEO as your 24/7 training pal, designed to help you make the most of your B&Q career journey.

Developing in role

Learning never stops at B&Q. Whether you’ve been in your role for one day or five years, there’s always something to be curious about. It's why we’re always creating learning opportunities and experiences that'll give you the chance to develop your skills. Like our First Line Manager programme: a course that helps our newest line managers build their confidence and management skills. Or our Leadership Development programme that challenges our more experienced leaders to reflect on and adapt their approach for our ever-evolving ways of working.

Building expertise and know-how

We believe anyone can learn the technical skills to do your job with excellence. It's all about attitude and behaviour here. So, if you're passionate about customer service and design, we'll teach you how to create beautiful kitchens. If you're someone who loves being outdoors, we'll help you learn about our garden ranges. And, if you're someone who just loves what we do but doesn't know where to start, we'll help you find the perfect role for you to grow into.

Accelerated Development Talent Programmes

Whatever goal you're working to at B&Q, we want to help you get there. We do this by designing a number of programmes which help you to practice your skills and learn new ones, gain valuable experiences, learn from others and jump on opportunities that are right for you. From leaders taking their first steps into management to those simply looking for a new challenge, we're there to make sure you achieve your ambitions.

Induction

At B&Q, we want every new colleague to understand our values, our customers, and how we work together to achieve our purpose. That’s why we’ve designed an induction programme that’ll give you real insight into our business, our culture and help you feel included from day one. For your first few weeks on the job you’ll work with your team and line manager, mixing online learning with practical tasks, to grow your knowledge a little every day.

Take a tour around our office

Our Store Support Office sits within B&Q House and supports our colleagues and stores right across the UK and Ireland. In our bespoke, modern and eco-friendly building just north of Southampton, you’ll find a friendly team of talented people in a huge range of roles.

Explore our store support office

Facilities

In B&Q house, you’ll enjoy an onsite gym, a subsidised Costa, a canteen and restaurant, prayer room, plus open plan and cosy work spaces, an outdoor picnic area, and bike sheds for those who cycle in.

Sustainability

B&Q House has a biomass boiler, solar panels and a rainwater harvesting system. Our building also makes use of upcycled and recycled furniture and fittings, and features natural ventilation, heat retention and CO2 management, all via our very own weather station on the roof.

• Open to Job Share, Full Time or Part Time - Permanent