Installations Executive Complaints Team Leader

Permanent

From 32000 - 35000 Pension PMIShareSave 6.6 weeks holiday Office working (4 daysper 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 theyll love. Join us as an Installations Executive Complaints Team Leaderand youll 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 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&Qs 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:

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.

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.