Retail store escalation pathway

• Lead the dedicated escalation pathway for Retail stores, giving stores a clear route for complex customer issues that cannot be resolved locally.
• Support store colleagues with guidance, ownership and timely updates on escalated customer cases.
• Identify repeat store escalation themes and share insight with Retail Operations, Logistics, Customer Service and relevant support functions.
• Ensure store escalations are resolved without unnecessary movement into executive complaint channels unless risk thresholds are met.
• Build trust with Retail by providing clear ownership, practical solutions and consistent communication.

Quality, consistency and decision support

• Carry out regular case reviews, quality checks and coaching interventions.
• Ensure resolution outcomes are fair, commercially balanced, well documented and aligned to B&Q policies and delegated authority.
• Provide decision support on complex operational scenarios and customer remedies.
• Approve resolution actions or remedy proposals within agreed authority levels.
• Identify gaps in process, judgement, handoffs or documentation and take action to improve consistency.

Escalation, risk management and handoff control

• Identify cases that require escalation to Executive Complaints, Complaints Specialists, Legal, PR, Quality or the Complaints Manager.
• Ensure handoffs are clear, timely and supported by accurate case history, customer impact, actions taken and recommended next steps.
• Maintain separation between operational resolution and corporate complaint handling, while ensuring customers and stores experience one joined-up B&Q response.
• Personally manage a small number of complex, urgent or high-impact operational resolution cases where leadership ownership is required.

Insight and continuous improvement

• Identify recurring failure points across fulfilment, delivery, supply chain, supplier, marketplace, retail and aftersales journeys.
• Share insight with the Complaints Manager and relevant business owners to reduce repeat issues and improve customer experience.
• Support local process improvement activity that improves speed to resolution, reduces rework and improves store confidence.
• Contribute to performance reporting, root-cause commentary and lessons learned activity.

What we need:

• Experience leading, coaching and developing colleagues within customer service, contact centre, retail support, logistics, fulfilment or operational resolution environments.
• Proven ability to resolve complex customer issues, managing escalations and collaborating across multiple teams to drive positive outcomes.
• Strong people leadership and coaching skills, with experience improving performance, capability and service quality.
• Excellent operational judgement, workload planning and decision-making skills, able to prioritise effectively in a fast-paced environment.
• Confident stakeholder manager with strong influencing, communication and relationship-building skills.
• Highly effective written communicator, capable of handling sensitive customer cases with clarity, professionalism and empathy.
• Analytical and solution-focused, with a pragmatic approach to problem solving and continuous improvement.
• Customer-focused, resilient and accountable, comfortable taking ownership of complex challenges and delivering results under pressure.
• Commercially aware and collaborative, balancing customer needs with operational and business objectives.

What's in it for me?

At B&Q, we're building more than great homes – we're building great careers.

When you join us, you'll be part of a supportive, inclusive business where your ideas matter, your development is invested in, and your wellbeing is genuinely important.

Here's what you can expect:

🏡 Flexible & Hybrid Working - Work in a way that helps you perform at your best, balancing business needs with personal commitments.

📈 Career Growth & Development - Access learning, development and career opportunities across one of the UK's leading retail organisations.

💰 Competitive Reward Package - A competitive salary, pension and a range of financial benefits.

🛒 Colleague Discounts - Enjoy discounts across B&Q and the wider Kingfisher Group.

❤️ Health & Wellbeing Support - Access wellbeing resources, health support and employee assistance programmes designed to help you thrive.

🌴 Time Away From Work - Generous holiday entitlement and family-friendly policies that support life both inside and outside work.

🤝 A Place Where You Belong - We're committed to creating an inclusive workplace where everyone feels valued, respected and empowered to be themselves.

🌍 Make a Difference - The work you do will have a direct impact on our customers, colleagues and business.

Eligibility To Work

Please note that B&Q does not currently offer visa sponsorship for this role. Applicants must have the right to work in the UK at the time of application and throughout their employment.

Accessibility & Disability Confident

At B&Q, we're committed to creating an inclusive recruitment experience for everyone.

If you require any additional support or reasonable adjustments to help you complete your application or throughout the recruitment process, please let us know.

If you would like to be considered under the Disability Confident Scheme, please contact us at recruitment@b-and-q.co.uk. If you meet the minimum criteria for the role, we'll consider your application in line with our Disability Confident commitments.