Customer Services Transformation Manager (24 months FTC)

FTC (24 months)

From 80000 Pension PMI ShareSave 6.6 weeks holiday Hybrid Working (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 theyll love. Join us as a Customer Services Transformation Manager and youll be a big part of this.

Role Purpose: The Customer Services Transformation Manager will own development and delivery of strategic transformation within Customer Services focused on (1) simplifying our how customers contact us (2) transforming how we connect and manage customer service contacts across B&Q and (3) developing a Right First Time approach Customer Service focused on improving Customer Satisfaction (CSAT) and First-Contact Resolution (FCR). Taking ownership to transform how we handle customers contact the role will support the Director of Customer Services in empowering and supporting all business functions to provide effortless customer service every time. By working closely with stakeholders across B&Q our Business Process Outsourcing (BPO) provider and Kingfisher this role will take accountability to deliver a customer service offering that is simple accessible and low effort where and when customers want it. Successful delivery of this transformation will help us improve customer and colleague experience reduce operational costs and provide useable data to inform future strategic developments. The Transformation Manager will oversee the design development and delivery a Right First Time program across the business to deliver effortless customer service every time.

Key Accountabilities / Responsibilities:

Design and develop an transformational approach to (1) simplify B&Qs customer service offering to provide low effort services where and when customers want it (2) connecting all customer contact across multiple channels and teams to improve our understanding of customer service experience and business impact and (3) oversee the development a Right First Time program to ensure B&Qs approach to managing customer contact empowers and supports all business functions to provide effortless customer service every time removing reasons for contact at root cause.
In conjunction with the Director of Customer Services work cross functionally across multiple geographical locations to develop a centralised Customer Service strategy for B&Q
Ensure activity is driven from both business and technical angles in a joined-up approach.
Establish and facilitate effective cross-functional working groups (including senior Steering meetings) to support successful transformation delivery
Define and develop the transformation strategy focusing on business readiness directing efforts as needed and
managing risks and issues to ensure transformation is delivered
Collaborate with other members of the Customer Service function to deliver transformation aligned to wider Customer Service and B&Q strategic priorities.
Work closely with Finance to provide clarity about project costs and support the Customer Service Director with key decisions related to benefits and costs associated to the transformation
Develop capability within the B&Q business around agile ways of working and operational excellence

Required to work effectively with key stakeholders responsible for the implementation of projects including but not
limited to:
B&Q Board Members and B&Q/Group Steering Committee members to update on progress and seek key
decisions
Directors of business functions
Heads of business functions
Kingfisher Technology and Digital colleagues for Delivery and Service
Customer Service colleagues both internal B&Q and external BPO colleagues

Required Skills & Experience:

Experience in delivering complex transformation across Customer Service operations within the retail sector
Experience in Customer Service Operations with understanding of 3rd party and BPO structures
Experience working across multiple contact channels: telephony chat email social etc.
Experienced in Operational Excellence/Continuous Improvement methodologies
Experience working with Product and Technology teams to delivery complex technology transformation
Collaborative in approach resilient under pressure and clarity in thinking and communications
Excellent verbal/written communication presentation and engagement abilities being able to provide clear and concise operational updates (both verbally and written)

Technical understanding of Contact Centre operations and supporting technology
Proven experience in delivering complex transformation within Customer Service
Training or certification in Project Management and Agile methodology (Preferable)

Other Requirements:
Expectation is a hybrid of home working and time on-site which could either be the Stores Support Office (Eastleigh) Logistics/Stores network
BPO at time of hire is based in Cape Town South Africa ability to be able to travel to Cape Town (significant notice would be provided)

As part of a great team youll be valued for who you are.Were 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 for any recruitment adjustments.