Installations Executive Complaints Team Leader

6 months ago

Doncaster, United Kingdom B&Q Full time

**About the role**

**Installations Executive Complaints Team Leader**

**Permanent**

**37.5 hours per week**

**Up to £35,000 per annum + Bonus* + Pension + BUPA + ShareSave + 6.6 weeks holiday**

**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 a **Installations Executive Complaints Team Leader** and you’ll be a big part of this.

**Key responsibilities**

This role is instrumental in us supporting our installations customers when they need us the most. Understanding the root-cause of complaints and making
recommendations to prevent future reoccurrence. Managing the Installations Executive Complaints team, working with the Quality & Aftercare manager, ensuring our most
escalated cases are managed and resolved effectively, balancing customer and business needs.
- Responsible for the day-to-day management activities of the Installations Executive Complaints Team.
- Provide great levels of customer service and complaint management.
- 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.
- Work with the Quality & Aftercare Manager on establishing root-cause complaints drivers, working cross functionally and provide reporting to stakeholders to drive continuous improvement.
- 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**
- Previous experience of running a service team managing complex complaints and demanding customers
- Customer focused; understands the needs of internal and external customers, responds promptly, and ensures
the customer is at the forefront of their thinking.
- 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.
- Experience of dealing with complex problems and creating simple solutions.
- Ideally from a Complaints/call handling leadership background.
- Installations experience beneficial but not essential.

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

As part of a great team, you’ll be valued for who you are.We’re committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities**. **You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.

We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. 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

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