Service Centre Coordinator - Maternity cover

Wickes; Northampton; On-site; GBP 27,000; Full time

Job summary

Wickes is seeking a Service Centre Coordinator for maternity cover in Northampton. The successful candidate will manage operational processes to support installers and customers, achieve SLAs, and ensure effective communication with stakeholders. Competitive benefits and a supportive working environment are offered.

Benefits

Competitive bonus

Contributory pension scheme

Discount platform including savings and cash back

Access to Employee Assistance Programme

Qualifications

• Experience of having worked within the Services Sector during or in a similar role.
• Proven track record of working in the delivery of high-quality customer service.
• Ability to work quickly, with excellent attention to detail.

Responsibilities

• Complete all daily assigned tasks within agreed SLAs.
• Respond to queries from internal and external stakeholders.
• Manage workload to ensure priority tasks are actioned timely.

Skills

Communication

Organisation

Attention to Detail

Education

Experience in the Services Sector

Job description

Service Centre Coordinator - Maternity cover

Wickes Northampton, England, United Kingdom

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Service Centre Coordinator - Maternity cover

Wickes Northampton, England, United Kingdom

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We are looking to recruit a Service Centre Coordinator to cover Maternity for 6 months. The successful candidate will effectively deliver the end-to-end operational processes within the Installer Operational Support team, achieving agreed SLAs, to support our customers, installer network and installation teams.

Key Responsibilities:

• Complete all daily assigned tasks, following the agreed processes and within agreed SLAs, including, but not limited to, allocations of orders, approval of completion notes and compliance, waste bookings and installer account maintenance.
• Ensure any manual allocations are completed within SLAs to ensure minimal disruption to the customer journey and within the agreed weeks to support delivered sales.
• Respond to any queries received from internal and external stakeholders within agreed SLAs and support them to achieve a resolution.
• Liaise with colleagues and stakeholders at key points in the process where further support is required to achieve a resolution to ensure there are no delays, achieving individual targets and departmental service level agreements via work queues.
• Ensure that close attention to detail is maintained to uphold the accuracy of all payments, deductions and work queues and ensure there is an accurate audit trail for all actions completed.
• Manage workload to ensure work queues are actioned in priority order, focusing on tasks which directly impact customers and installers first, supporting other team members where required.
• Support colleagues within Installer Development to recruit Wickes Approved Installers, ensuring compliance with legal and health and safety requirements at all times.
• Attend regular service review meetings focused on continuous improvement across the department and challenging process efficiency by identifying where potential reviews are required and suggesting ideas to improve the service.

What are we looking for:

• Experience of having worked within the Services Sector during or within a similar role.
• Proven track record of working in the delivery of high-quality customer service.
• Experience of working across different teams and understanding a variety of roles and responsibilities.
• Strong verbal and written communication skills and the ability to communicate with a range of internal and external stakeholders.
• Excellent planning and organisation skills and the ability to prioritise and complete multiple tasks to agreed timescales.
• Willingness to take responsibility, own tasks and deliver on time.
• Ability to work quickly, with excellent attention to detail, a high level of accuracy and a methodical approach, even under pressure.

What can we offer you?

You’ll be supported with fantastic learning and development and have the opportunity to grow and develop your career with us.

We’ll also equip you with a benefits package that includes

• Competitive bonus
• Contributory pension scheme
• Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle to work scheme

Our widely recognised wellbeing strategy is something we’re proud of at Wickes. As part of this, we offer a range of health and wellbeing benefits and support, including an Employee Assistance Programme, financial education & loans, and access to parental, menopause and fertility support.

By giving you the support you need to do well at work, and the flexibility to make life work for you. We are giving you a career that doesn’t put your life on hold. Where you can be yourself, do your best work, and make a positive difference every day.

We recognise the value of bringing our teams together to collaborate, support each other and build on our amazing culture. We are also encouraging our teams to work flexibly, with a blend of remote / office working.

About Us:

Wickes is a multi-channel retailer operating in the home improvement market. With 50 years in industry, Wickes now generates revenue in excess of £1.6bn across 230 stores delivered by 8,000+ colleagues.

But it is the Wickes culture that we are really proud of. It's a collaborative, down to earth, fun and inclusive environment where people feel part of a winning team. All our colleagues come from different backgrounds, but what we all have in common is a determination to succeed and a passion for being the best we can be. If that sounds like you, we’ll make you feel right at home.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Contract

Job function

• Job function

  Customer Service and Administrative

• Industries

  Retail

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