About the role
Permanent
From £32,000 - £35,000 + Pension + PMI+ ShareSave + 6.6 weeks holiday + Office working (4 days per week in the office)
Doncaster Installations Office
We believe anyone can improve their home to make life better. From our Docaster Installations Office, 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 Installations Executive Complaints Team Leader and you’ll be a big part of this.
Role Purpose: This role is instrumental in us supporting our installations customers when they need us the most. Understanding the root-cause of complaints and making recommendations to prevent future reoccurrence. Managing the Installations Executive Complaints team, working with the Quality & Aftercare manager, ensuring our most escalated cases are managed and resolved effectively, balancing customer and business needs.
Key responsibilities
Key Accountabilities / Responsibilities:
• Responsible for the day-to-day management activities of the Installations Executive Complaints Team.
• Ensure 100% SLA compliance with all communication incl. telephone calls, emails, and letters.
• Provide great levels of customer service and complaint management.
• Recognising situations falling within the critical/reportable category
• Awareness and overseeing all complaints ensuring they are owned and escalated appropriately.
• Considering all decisions both commercially and through the eyes of the customer
• Coach and develop the team to ensure they are affective within B&Q’s installations environment.
• Work with the Quality & Aftercare Manager on establishing root-cause complaints drivers, working cross functionally and provide reporting to stakeholders to drive continuous improvement.
• Role model excellent leadership, building and maintaining a strong and motivated team.
• Engage the team to perform every day by removing barriers and recognising their achievements and successes.
• Develop the people at their best by having regular performance conversations.
• Understand training gaps, strengths, and opportunities. Provide feedback to improve performance.
Key Business Relationships:
• Showrooms and store colleagues
• Installations Team
• Installers
• External partners
• Customer Management Centre & Executive complaints team
• Colleagues within Supply Chain, Logistics and Commercial
• Retail Leadership Team, Store Managers, and their Colleagues
• PR, social media, and Marketing
Required skills & experience
Required Skills & Experience:
• Previous experience of running a service team managing complex complaints and demanding customers
•Customer focused; understands the needs of internal and external customers, responds promptly, and ensures
the customer is at the forefront of their thinking.
• Organising people: Co-ordinates others’ work and monitors their performance against objectives and deadlines. High planning skills to identify people and resources required and regularly re-evaluate.
• Building relationships: Works well with others, engages with people and forms strong relationships.
• Adapts quickly to new business priorities and challenges.
• Communicating: Explains messages clearly, listen to others and engages people in the message being communicated. Communicates and engages effectively with customers and provides suitable solutions to any issues arising.
• Learning: Drives own development to become the expert, and learns from feedback
• Challenging: Confidently speaks up and questions ineffective ways of working and constructively articulates own views
• Working effectively: Takes ownership for work, works efficiently to meet deadlines, and uses initiative to solve problems. Ability to balance competing priorities.
• Adapting and coping: Remains positive, calm, and resilient under pressure, adapts to change and uses support networks. Embraces on-going change.
• Experience of dealing with complex problems and creating simple solutions.
• Ideally from a Complaints/call handling leadership background.
• Installations experience beneficial but not essential.
What's in it for me?
As part of a great team, you’ll be valued for who you are. We’re committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.
We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more!
So we can support you during the application or interview process, please contact recruitment@b-and-q.co.uk for any recruitment adjustments.
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.
If you require any additional support or adjustments to help you make an application, please contact us at recruitment@b-and-q.co.uk.
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 150 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 their 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.
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.
Ready to apply?
Step 1:
Apply via bandqcareers.com
Step 2:
We'll contact you for a phone interview
Step 3:
We’ll carry out a face to face or online interview (and we may request a 2nd interview if the role you're applying for is more complex).
Step 4:
We’ll contact you with feedback, and maybe even a job offer.
Check out our FAQs for more information about interviewing at B&Q.