The primary purpose of this role is to oversee and optimize customer service operations. This involves leading and motivating a high-performing team, fostering an inclusive environment, and truly bringing out the best in their people. The role is perfect for someone who brings high energy, enthusiasm, and a genuine thirst for making a difference.

Requirements

• Strong leadership and motivational skills to inspire and guide the team.
• Excellent verbal and written communication skills to interact effectively with customers and team members.
• Ability to analyze complex problems and develop creative solutions.
• Strong organizational and time management skills to prioritize tasks and meet deadlines.
• Proficiency in relevant software and systems.
• A strong commitment to customer satisfaction.
• Ability to recruit, train, and develop team members.

Responsibilities

• Lead, motivate, and develop a high-performing team of customer service advisors.
• Set clear performance expectations, monitor team performance, and provide regular feedback and coaching.
• Identify and implement process improvements to enhance efficiency and customer satisfaction.
• Optimize resource allocation and manage staffing levels to meet business needs.
• Ensure adherence to quality standards and resolve customer issues promptly and effectively.
• Balance competing priorities, juggling multiple tasks and deadlines.
• Manage team performance, motivating and coaching team members to achieve targets.
• Respond to evolving customer needs and business requirements.
• Handle difficult situations and provide effective solutions.
• Address underperformance and disciplinary matters.

Benefits

• Competitive bonus (2027 bonus period)
• Private Medical Healthcare
• Save-as-you-earn scheme
• Contributory pension scheme
• Colleague discount
• Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle to work scheme
• Employee Assistance Programme
• Financial education & loans
• Access to parental, menopause and fertility support
• Supportive learning and development opportunities
• Flexible working, with a blend of remote / office working

Application Process

• Please contact us here if you require any adjustments within the application process.
• If you require any reasonable adjustments at the interview stage you will have an opportunity to inform us when we invite you to interview.

About Wickes

Wickes is a multi-channel retailer operating in the home improvement market. With 50 years in industry, Wickes now generates revenue in excess of £1.6bn across 230 stores delivered by 8,000+ colleagues. The Wickes culture is collaborative, down to earth, fun and inclusive where people feel part of a winning team. All colleagues come from different backgrounds, but what is common is a determination to succeed and a passion for being the best.

Contact

• Please contact us here if you require any adjustments within the application process. This link is only for reasonable adjustments required - general enquiries, or direct CV applications cannot be accepted via this form.