Service Experience Lead

2 weeks ago


Southampton, United Kingdom Kingfisher Full time

Overview:
We’re Kingfisher, A team made up of over 78,000 passionate people who bring Kingfisher - and all our other brands: B&Q, Screwfix, Brico Depot, Castorama and Koctas - to life. That’s right, we’re big, but we have ambitions to become even bigger and even better. We want to become the leading home improvement company and grow the largest community of home improvers in the world. And that’s where you come in.

At Kingfisher our customers come from all walks of life, and so do we. We want to ensure that all colleagues, future colleagues, and applicants to Kingfisher are treated equally regardless of age, gender, marital or civil partnership status, colour, ethnic or national origin, culture, religious belief, philosophical belief, political opinion, disability, gender identity, gender expression or sexual orientation.

The role of the Service Experience Lead is to ensure that colleagues requiring support from Group Tech have an excellent experience. The critical element is for our colleagues to be happy, whilst receiving the service they require in a quick, effective manor, via one of our multiple contact points. In addition, this role strives to reduce costs without impacting experience.

What's the job?:

- Redefine the colleague IT support experience by identifying opportunities for continuous improvement using all current & future tooling, gathering requirements, building stories and sprints aligned to colleagues needs.
- Proven problem solver able to interpret detailed business requirements into technical solutions.
- Advising colleagues/customers of feasibility and risks of potential solutions and support creation of initiatives.
- Comfortable working using an Agile methodology, estimating work within sprints, identifying blockers, handling and monitoring workload, building and prioritising backlogs through user & stakeholder feedback.
- Lead the sprint planning sessions, daily standups and sprint reviews ensuring the timely delivery of assigned stories, testing completed and released in accordance with the agile processes.
- Liaise with support teams and service desks where necessary to ensure the Virtual agent tool integrates with other colleague facing tools to ensure a smooth colleague support journey.
- Drive the automation requirements to ensure we get the best Virtual Agent / colleague contact support for our colleagues in real time, fixing their issues and requests anytime of the day.
- Monitor usage and value ensuring reporting requirements and measures are in place to measure the colleague experience.
- Aim to reduce the number of service desk and support team contacts by exposing and developing our auto self-heal and AI (Artificial Intelligence) tooling.
- Working with 3rd party vendors and the wider developers on what the future/ “good” looks like.
- Ensuring successful delivery of services in-line with the service operations objectives and key results.
- Being an evangelist within the Service operations chapter, using Viva, SharePoint, Teams to show-case: team successes, new services and capabilities to both the IT and wider business community.
- Promote and participate in team events, weekly, monthly, and quarterly planning sessions across product group and wider Service teams.

What you'll bring:
**Be Customer Focused** - **constantly improving our customers’ experience**:

- I listen to my customers
- I use available data to help make decisions

**Be Human - acting with humanity and care**:

- I do the right thing
- I am respectful

**Be Curious - thrive on learning, thinking beyond the obvious**
- I build and share new ideas
- I try new things and share my learnings

**Be Agile - working with trust, pace and agility**:

- I have courage to be creative
- Done is better than perfect, I aim for 80/20

**Be Inclusive - acting inclusively in diverse teams to work together**
- I embrace allyship
- I have self-awareness and a desire to learn

**Be Accountable - championing the plan to deliver results and growth**
- I own my actions
- I understand the Kingfisher plan and how it relates to my role

In return, we offer an inclusive environment, where what you can achieve is limited only by your imagination We encourage new ideas, actively support experimentation, and strive to build an environment where everyone can be their best self. Find out more about Diversity & Inclusion at Kingfisher here

We also offer a competitive benefits package and plenty of opportunities to stretch and grow your career.

**#li-bn1**:



  • Southampton, United Kingdom Apleona HSG Facility Management Full time

    Advert Text Hard Services Site Lead Location – Within daily commute of Winchester, SO21 2JN Hours – Monday - Friday, 37.5 hours per week Company Benefits: Life assurance  Employee discounts via Perkbox Cycle to work Access to a virtual GP and access to a health & wellbeing app Training & Development & plenty more Are you...


  • Southampton, United Kingdom Apleona UK Full time

    The details for the selected vacancy are shown below. Advert Text Hard Services Site Lead Location – Within daily commute of Winchester, SO21 2JN Hours – Monday - Friday, 37.5 hours per week Company Benefits: Life assurance Employee discounts via Perkbox Cycle to work Access to a virtual GP and access to a health & wellbeing app Training &...


  • Southampton, United Kingdom Carnival UK Full time

    We recognise the value in having people with a variety of backgrounds, experience, and skills in our business. That means the role requirements here should be seen as a guide, not a checklist. If you have more, less, or different experiences, but relevantskills, we’d love to hear from you. We work flexibly and will support you to find a healthy balance of...


  • Southampton, United Kingdom Zappie Communications Ltd Full time

    At Zappie, we're not just a telecoms company; we're a rapidly growing startup revolutionising the communication landscape in the UK. Join us on this exciting journey where innovation, growth, and a vibrant work culture are at the heart of what we do. We are looking for motivated, like-minded people who excel in a target driven environment to join our team as...


  • Southampton, United Kingdom Zappie Communications Ltd Full time

    Job DescriptionAt Zappie, we're not just a telecoms company; we're a rapidly growing startup revolutionising the communication landscape in the UK. Join us on this exciting journey where innovation, growth, and a vibrant work culture are at the heart of what we do. We are looking for motivated, like-minded people who excel in a target driven environment to...


  • Southampton, United Kingdom Zappie Communications Ltd Full time

    At Zappie, we're not just a telecoms company; we're a rapidly growing startup revolutionising the communication landscape in the UK. Join us on this exciting journey where innovation, growth, and a vibrant work culture are at the heart of what we do. We are looking for motivated, like-minded people who excel in a target driven environment to join our team as...


  • Southampton, United Kingdom Zappie Communications Ltd Full time

    At Zappie, we're not just a telecoms company; we're a rapidly growing startup revolutionising the communication landscape in the UK. Join us on this exciting journey where innovation, growth, and a vibrant work culture are at the heart of what we do. We are looking for motivated, like-minded people who excel in a target driven environment to join our team as...


  • Southampton, United Kingdom Zappie Communications Ltd Full time

    At Zappie, we're not just a telecoms company; we're a rapidly growing startup revolutionising the communication landscape in the UK. Join us on this exciting journey where innovation, growth, and a vibrant work culture are at the heart of what we do. We are looking for motivated, like-minded people who excel in a target driven environment to join our team as...


  • Southampton, United Kingdom Zappie Communications Ltd Full time

    Job Description At Zappie, we're not just a telecoms company; we're a rapidly growing startup revolutionising the communication landscape in the UK. Join us on this exciting journey where innovation, growth, and a vibrant work culture are at the heart of what we do. We are looking for motivated, like-minded people who excel in a target driven...

  • Clinical Lead

    3 weeks ago


    Southampton, United Kingdom Priory Healthcare Full time

    Job summary We are looking for a passionate, enthusiastic individual who is looking for the opportunity to work alongside likeminded people within the Senior Management Team. Main duties of the job The Director of Clinical Services (DoCS) is a pivotal role in ensuring high quality clinical care and robust clinical governance processes within...


  • Southampton, United Kingdom KP UK Full time

    **We are looking for a Student Experience Officer to join our team** You will provide all students and visitors with an outstanding experience in Kaplan training locations. You’ll ensure all administrative tasks within the remit of Student Experience are completed efficiently, in a timely manner and to a high standard, as well as ensuring the training...


  • Southampton, United Kingdom Servpro Industries, Inc. Full time

    SERVPRO of East End and Hamptons is hiring a Production Crew Chief Competitive compensation Paid holidays/sick and personals /Vacation As the front-line representative of the SERVPRO brand, the Production Crew Chief demonstrates the company’s Here to Help customers and clients. This is done by coordinating, monitoring, and performing work activities...

  • Experience Expert

    4 weeks ago


    Southampton, United Kingdom Mortgage Decisions Full time

    Mortgage Decisions is a unique team of experienced Mortgage & Protection Advisers and Administrative Executives based in our Southampton Head Office. We are looking for a Protection Expert to work within our Southampton Head Office. Working with our panel of protection advisers, and with our extensive client bank and new mortgage leads, you will be an...


  • Southampton, United Kingdom Zappie Communications Ltd Full time

    At Zappie, we're not just a telecoms company; we're a rapidly growing startup revolutionising the communication landscape in the UK. Join us on this exciting journey where innovation, growth, and a vibrant work culture are at the heart of what we do. We are looking for motivated, like-minded people who excel in a target driven environment to join our team as...


  • Southampton, United Kingdom Zappie Communications Ltd Full time

    Job Description At Zappie, we're not just a telecoms company; we're a rapidly growing startup revolutionising the communication landscape in the UK. Join us on this exciting journey where innovation, growth, and a vibrant work culture are at the heart of what we do. We are looking for motivated, like-minded people who excel in a target driven environment to...

  • Agency Operator

    7 days ago


    Southampton, United Kingdom Clarksons Platou Full time

    **Company Overview** Offering a complete ecosystem of maritime services, including broking, finance, port services and research, Clarksons is at the heart of global shipping. Our unrivalled reach, expertise, and depth of experience, combined with leading research, enables us to partner with clients across every sector to meet the demands of the world’s...


  • Southampton, United Kingdom Millbrook Healthcare Group Ltd Full time

    We are looking for a Planning and Analysis Lead to join the Procurement Team based at our Head Office in Totton. This newly formed role will provide Planning & Analysis for the Procurement & Supply Chain function as well as supporting the MHC Group requirements. The role will be responsible for providing functional and business reporting & updates as...

  • Lead Systems Engineer

    3 weeks ago


    Southampton, United Kingdom Leonardo Full time

    Job Description: Leonardo has a fantastic opportunity for a Lead Systems Engineer to join a brand new department focussed on the development of Synthetics, Digital Products and Services that will transform the way we work across our UK division. As the Synthetics Design Lead, the successful applicant will take a leadership position in this new...


  • Southampton, United Kingdom Guillaume Masson Full time

    Customer Experience Manager - Digital - £70K- 2 days in office (London) - Consumer Industry I have partnered with a world-leading Consumer business that has a strong global reach in over 10 markets. This is a brand-new role to the business where you will play a crucial part in transforming the customer experience for all consumers and businesses across...

  • Paediatric Nurse Lead

    3 weeks ago


    Southampton, United Kingdom Nurseplus UK Ltd Full time

    Paediatric Nurse Lead Location: Southampton Job Type: Permanent, Full-Time or Part-Time or Job-Share Considered, Hybrid Salary: £44,000 to £47,000 (Depending on Experience) + Car Allowance Job Ref: SOUTHAMPTON/PNL/99 Here at Nurseplus, we are currently looking to hire a Paediatric Nurse Lead based in the Southampton Region. Nurseplus is a temporary...