Team Leader

5 months ago

Doncaster, United Kingdom B&Q Full time

**About the role**

**Team Leader (Installations Support)**

**12 Month FTC**
**£26,000-£30,000 + Bonus + Pension + BUPA + ShareSave + 6.6 weeks holiday**

**39 hours per week**
**Doncaster**

We believe anyone can improve their home to make life better. From our Support office 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 an **Office Team Leader (Installations Support)**and you’ll be a big part of this.

**Key responsibilities**

To ensure our stores are supported by an expert team who understand installations at all stages. To provide a best-in-class warranty aftercare service.
- Responsible for the day-to-day management activities of the Installations Store Support Team. Including:

- Store and installer general questions and queries
- Manage all HomeFit legacy warranty claims to agreed SLA’s
- Provide great levels of information choosing advice, recommendation, or instruction
- Recognising situations falling within the critical/reportable category
- Awareness and overseeing all complaints ensuring they are owned and escalated appropriately
- Considering all decisions both commercially and through the eyes of the customer
- Coach and develop the team to ensure they are affective within B&Q’s installations environment. Provide co-ordinated management with excellent levels of support and knowledge to office and store teams
- Become the expert. Ensure that everyone understands and carries out their responsibilities with regards to legislation (e.g., gas and electrical requirements, DBS check and Consumer Rights.)
- Role model excellent leadership, building and maintaining a strong and motivated team
- Engage the team to perform every day by removing barriers and recognising their achievements and successes
- Develop the people at their best by having regular performance conversations
- Understand training gaps, strengths, and opportunities. Provide feedback to improve performance

**Required skills & experience**
- Understanding of kitchen, bathroom, and bedroom installations desirable.
- Previous experience of running a service team managing complex situations and demanding customers
- Excellent attention to detail
- Organising people: Co-ordinates others’ work and monitors their performance against objectives and deadlines. High planning skills to identify people and resources required and regularly re-evaluate
- Building relationships: Works well with others, engages with people and forms strong relationships
- Adapts quickly to new business priorities and challenges
- Communicating: Explains messages clearly, listen to others and engages people in the message being communicated. Communicates and engages effectively with customers and provides suitable solutions to any issues arising.
- Learning: Drives own development to become the expert, and learns from feedback
- Challenging: Confidently speaks up and questions ineffective ways of working and constructively articulates own views
- Working effectively: Takes ownership for work, works efficiently to meet deadlines, and uses initiative to solve problems. Ability to balance competing priorities
- Adapting and coping: Remains positive, calm, and resilient under pressure, adapts to change, and uses support networks. Embraces on-going change.

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

As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, 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.

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