Merchant Support Associate

6 months ago


Eastleigh, United Kingdom B&Q Full time

**About the role**

**Merchant Support Associate - Marketplace**

**Permanent Contract**

**£45,000.00 - £50,000.00 per annum + Bonus + Pension + BUPA + ShareSave + 6.6 weeks holiday + Hybrid Working Southampton, Store Support Office**

We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as **Merchant Support Associate** and you’ll be a big part of this.

**Key responsibilities**

As the Merchant Support Associate you will act as the primary interface between B&Q and our business partners. You will be responsible for providing timely and accurate operational support to Merchants selling on the B&Q platform via our Merchant Support team. Driven by the ambition to consistently deliver an outstanding experience to our business partners, you will be in the front line to respond to complex operational queries, utilising knowledge of B&Q and Marketplace operations to support Merchants in resolving issues and minimising their impact on Merchant performance. You will analyse performance data to identify and document key operational bottlenecks, trends in issue reasons and opportunities to prevent upcoming risks, working in cooperation with other departments to improve current process, build new ways of working and improve the operation processes in place. You will be comfortable with ambiguity, with a can-do, problem solving approach to operational issues, delivering great customer service to our Merchants.

- Directly communicating with Sellers to unpick operational problems, utilising knowledge, expertise and internal relationships to ensure timely resolution or escalation, and communicating promptly on progress.
- Represents the Marketplace as the direct Seller contact for Seller Support.
- Maintains a positive and professional demeanour always portraying the company in a positive light and effectively managing sensitive issues.
- Learn how our business operates from the ground up, becoming an expert in areas of operation that touch Marketplace to build the knowledge and skills to support Seller queries
- Contribute to the continuous improvement of the marketplace model. Identifying recurring issues and propose initiatives/process solutions to resolve.
- Utilise data and reporting to streamline marketplace operations, customer service tools and internal processes and projects.
- Provide regular reporting overviews to stakeholders, highlighting key trends and opportunities for improvement, collaborating with business functions to design solutions to resolve recurring issues and prevent the risk of future operational issues occurring.
- Constitutes and updates internal documentation.
- Ensure service levels hit the required team success metrics to deliver great Seller experience.

**Required skills & experience**
- Effective troubleshooting skills, a great problem solver with the ability to take system problem and structure an action plan.
- Easily approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers.
- Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
- You feel at ease while you are explaining complex situations to different stakeholders
- Self-motivated and eager to learn
- Experience using service desk software and designing SOPs
- Responsiveness, adaptability and flexibility

**What's in it for me?**

As well as a competitive salary, our benefits package includes an award-winning pension scheme, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more

As part of a great team, you’ll be supported to grow and encouraged to explore new career directions within the business and the wider group. And, because you’ll be inspiring great things for our customers and the whole business, you’ll do work worth caring about.

We want to ensure that all employees, future employees and applicants to all Kingfisher companies 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.



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