Service Experience Lead

3 months 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**:

  • Service Experience Lead

    3 months 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...

  • Service Experience Optimization Lead

    2 weeks ago

    Southampton, Southampton, United Kingdom Kingfisher Full time

    About Kingfisher Kingfisher is a leading global home improvement company, renowned for its diverse portfolio of brands including B&Q, Screwfix, Brico Depot, Castorama, and Koctas. With over 78,000 passionate individuals across the globe, we strive to cultivate the largest community of home improvers worldwide. The Role: Service Experience Optimization...

  • Service Experience Engineer

    1 week ago

    Southampton, Southampton, United Kingdom Kingfisher Full time

    About KingfisherKingfisher is a leading global home improvement company, operating renowned brands like B&Q, Screwfix, Brico Depot, Castorama, and Koctas. Our mission is to empower individuals to create their dream homes through exceptional products and services.We foster a diverse and inclusive workplace where everyone feels valued and respected. Our...

  • Patient Experience Clinical Lead

    3 months ago

    Southampton, United Kingdom University Hospital Southampton NHS Foundation Trust Full time

    The Experience of Care team at University Hospital Southampton (UHS) are looking for a innovative and inspiring clinical leader to lead the Patient Experience agenda, an opportunity to drive change and ensure the patient's voice is an integral component of the care we give at UHS. We are looking for an experienced clinical leader with a focus and passion for...

  • Service Experience Developer

    2 months 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...

  • Service Development Officer

    1 week ago

    Southampton, United Kingdom Service Care Solutions Full time

    Service Development Officer Duration: Initially 3 months Hours: 37 hours a week Rate: £28 umbrella an hour Southampton City Council are currently looking for a Service Development Officer to join their Integrated Commissioning Unit. As a Service Development Officer you will: Assist in the development of a clear integrated approach to commissioning...

  • Brand Ambassador

    3 months ago

    Southampton, United Kingdom Fizz experience Full time

    '''Duties''' - Represent and promote the brand in a positive and professional manner - Engage with potential customers to create brand awareness and generate interest - Conduct product demonstrations and provide information about the brand's products or services - Distribute promotional materials and samples to target audiences - Attend events, trade shows,...

  • Lead Communications Strategist

    1 week ago

    Southampton, United Kingdom Service Care Solutions Full time

    Position Title: Lead Communications Strategist Compensation: £20.31 P/H Weekly Hours: 37 HoursEmployment Type: Temporary OngoingLocation: Southampton, SO14Commencement:ASAPWork Schedule: Monday - Friday | 09:00am - 17:00pm Are you dedicated to fostering effective communication and enhancing public perception? Join Service Care Solutions as a Lead...

  • Service Experience Developer

    3 months 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...

  • IT Service Operations Lead

    2 weeks ago

    Southampton, Southampton, United Kingdom Spectrum IT Recruitment Full time £60,000

    IT Service Operations Lead - Hybrid Working - Competitive SalaryThe IT Service Operations Lead is tasked with ensuring that users experience top-notch IT services and application uptime. This position involves overseeing the management and performance of outsourced IT infrastructure and service desk operations. The role is crucial in guaranteeing that IT...

  • IT Service Operations Lead

    2 weeks ago

    Southampton, Southampton, United Kingdom Spectrum IT Recruitment Full time £60,000

    IT Service Operations Lead - Hybrid Working - Competitive Salary The IT Service Operations Lead is tasked with guaranteeing that users experience top-notch IT services and application uptime. This position involves overseeing the management and efficiency of outsourced IT infrastructure and service desk operations. The role is crucial in ensuring that IT...

  • IT Service Operations Lead

    1 week ago

    Southampton, United Kingdom Spectrum IT Recruitment Full time

    IT Service Operations LeadOverview:The IT Service Operations Lead is tasked with guaranteeing that users experience top-notch IT services and that application uptime is maintained. This position involves overseeing the management and performance of outsourced IT infrastructure and service desk operations. The role is crucial in ensuring that IT services...

  • Senior Service Lead

    2 months ago

    Southampton, United Kingdom Dorset HealthCare University NHS Foundation Trust Full time

    Are you an experienced clinician looking for a new challenge? The Steps to Wellbeing service are looking for a Senior Service Lead to join our outstanding rated trust. As a Senior Service Lead you will provide strategic and operational leadership and be responsible for leading, managing and implementing the specification for the NHS Talking Therapies...

  • IT Services Operations Lead

    2 weeks ago

    Southampton, Southampton, United Kingdom Syntech Recruitment Ltd Full time £60,000 - £65,000

    Position Title: IT Services Operations Lead Reporting To: IT Department Head Work Arrangement: Hybrid model with in-office presence Compensation: Competitive salary based on experience Objective: The IT Services Operations Lead plays a crucial role in the organization, ensuring that users receive top-notch IT support and that applications remain accessible....

  • Hard Services Site Lead

    3 months ago

    Southampton, United Kingdom Apleona Full time

    **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 dedicated to...

  • Hard Services Site Lead

    3 months ago

    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...

  • Community Service Oversight Manager

    1 week ago

    Southampton, United Kingdom Service Care Solutions Full time

    Position Overview:Service Care Solutions is a prominent recruitment agency specializing in the Probation sector across the nation. We are currently seeking Community Payback Supervisors to oversee community service initiatives.Location:SouthamptonService Type:Community PaybackWorking Hours:37 hours per weekContract Duration:OngoingCompensation:£18 - £20.07...

  • Community Service Oversight Manager

    1 week ago

    Southampton, United Kingdom Service Care Solutions Full time

    About the Role:Service Care Solutions is a premier recruitment agency specializing in the Probation sector across the nation. We are seeking dedicated individuals for the position of Community Payback Supervisor.Location:SouthamptonService Type:Community PaybackWorking Hours:37 hours per weekContract Duration:OngoingCompensation:£18 - £20.07 per hour...

  • Community Service Oversight Coordinator

    1 week ago

    Southampton, United Kingdom Service Care Solutions Full time

    Position Overview:Service Care Solutions is a prominent recruitment agency specializing in the Probation sector across the nation. We are seeking dedicated individuals for the role of Community Payback Supervisor.Key Details:LOCATION: SouthamptonSERVICE: Community PaybackHOURS: 37 hours per weekDURATION: OngoingPAY RATE: £18 - £20.07 per hour (Dependent on...

  • Automation Services Lead

    2 weeks ago

    Southampton, Southampton, United Kingdom Trant Full time

    We are seeking an experienced Technical Services Manager to oversee our Systems Integration and Automation division. This role will be pivotal in guiding a team of Automation Engineers and managing essential functions such as pre-contract evaluations, proposal development, resource management, and equipment selection.Primary Responsibilities:Leading and...