B&Q
Installations Partner (Region 14 - South East - Gillingham to Eastbourne)
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B&Q Store Installations Partner – Permanent Role
Overview
Location: Field-Based (South East) Contract: Permanent Salary: £40,000 – £50,000 + Pension + Professional Membership Insurance (PMI) + ShareSave + 6.6 weeks’ holiday + CAR PROVIDED License Required: Full driving license (field-based work across the South East)
From our Southampton Store Support office (SSO), B&Q equips our merchants, staff, and business with the tools to help millions of customers transform their homes. As an Installations Partner, you’ll play a vital role in shaping our installations service strategy by supporting, educating, and coaching senior leadership teams.
Role Purpose
Partner with Regional Managers to deliver B&Q’s installations service plan, focusing on educating and coaching store leadership teams to enhance performance and customer satisfaction.
Key Responsibilities
Stores & Team Leadership
- Collaborate with Regional Managers and Unit Managers to implement the installations service strategy.
- Build strong partnerships within regional teams to drive cross-functional alignment.
- Use data and insights to identify trends in operational performance and capitalise on regional opportunities.
- Resolve customer issues and HLC complaints to protect B&Q’s financial health, brand reputation, and customer trust.
- Work with the installations support team to efficiently resolve all installation warranty claims.
- Ensure store-level processes are adhered to consistently, auditing for compliance and best practice.
- Create training content and deliver coaching sessions to build store teams’ technical knowledge and confidence.
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Installers & Staff Development
- Support data-driven recruitment, development, and retention of high-quality, external installers.
- Listen to installer feedback, proactively address concerns, and develop initiatives to improve service quality.
- Identify capacity limitations in installers and work with regions to meet business and demand targets.
- Troubleshoot potential capacity shortfalls with rapid-response recruitment solutions.
Proposition & Operational Efficiency
- Lead the development of technical capabilities of installation teams, proposing solutions to refine service delivery.
- Partner with Regional Managers to implement improvements in the installations proposition.
Key External Relationships
- Regional & Store Managers
- External Installers
- Quality & Aftercare Team
- Electrical Governing Bodies & Gas Safe Register
- Service Providers & Dispute Resolution Organisations
- Legal Team
Requirements
Essential Skills & Experience
- Deep industry knowledge of home installations industry
- Proficiency in dispute resolution processes
- Proven track record in resolving complaints and customer issues
- Strong problem-solving abilities
- Outstanding communication skills
- Financial/operational acumen and business strategy mindset
- Experience in leading change initiatives
- Commitment to coaching and developing talent (both remote and in-person)
- Sharp analytical skills with attention to detail
- Swimmingly proficient in Microsoft Office, Teams, and SharePoint
- Highly organised, proactive, and accountable
- Exceptional engagement and influencing skills
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Benefits & Culture
B&Q values everyone for what they bring. As part of this inclusive environment, you’ll benefit from:
- A diverse and representative team with equal opportunities and belonging for all.
- Networking groups (e.g., Colleague Allies, ERGs) that foster community among teams.
- Wellness & support benefits including:
- Competitive pension scheme (up-front packages)
- B&Q ShareSave Plan options
- 6.6 weeks’ paid holiday + protocol flexibility
- Employee Assistance Programme for mental health and lifestyle support
- Shopping discounts and discounted events
- Payroll giving opportunities
We’re here to support your application or interview. If you need adjustments for accessibility, email: recruitment@b-and-q.co.uk
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