Customer Service Coordinator

7 months ago

Northampton, United Kingdom Wickes Full time

Wickes is a multi-channel retailer operating in the home improvement market. With 50 years in industry, Wickes now generates revenue in excess of £1.6bn across 230 stores delivered by 8,000+ colleagues. But it is our culture that is considered our best kept secret; it’s a collaborative, down to earth, fun and inclusive environment where people feel part of a winning team. All our colleagues come from different backgrounds, but what we all have in common is a determination to succeed and a passion for being the best we can be. If that sounds like you, we’ll make you feel right at home.

Our widely recognised wellbeing strategy is something we’re proud of at Wickes. As part of this, we offer a range of health and wellbeing benefits and support, including an Employee Assistance Programme, financial education & loans, and access to parental, menopause and fertility support.

By giving you the support you need to do well at work, and the flexibility to make life work for you. We are giving you a career that doesn’t put your life on hold. Where you can be yourself, do your best work, and make a positive difference every day.

About the role:
We are looking to recruit a Customer Service Coordinator on a part-time basis to join our Service Delivery Team, where they will effectively support the DIFM (Do It For Me) proposition. This will involve liaising between internal and external customers, third party suppliers, and our network of stores and distribution teams to successfully action any requests in support of the installation service.

The working hours for this role is Mon-Fri 9.30am - 2.30pm, with the expectation to be in the office every Wednesday & Thursday.

Key Accountabilities:

- Maintain communication with both internal and external stakeholders throughout the order and installation process to ensure they are fully informed of the customer and installer journeys
- Allocate orders in a timely manner to meet defined targets and provide advice about completion of work
- Ensure that installers are provided with all relevant details at allocation stage and that any instructions are issued in a timely manner
- Liaise with colleagues and stakeholders at key points in the process to ensure there are no delays and that the proposed completion dates are met
- Invoke the supplier escalation process at the appropriate point to maintain pressure on internal customers, third party suppliers, our store network and distribution teams in order to deliver on time
- Maintain accurate timely and detailed records including input to the central database functions
- Process requests to amend or cancel required works as deemed appropriate
- Attend regular service review meetings focused on continuous improvement across the department
- Track ongoing installations and report progress to management, producing timelines as required
- Resolve queries raised by internal and external customers relating to any payments,order progression or remedials
- Maintain quality documents as required, identifying where processes may need to be reviewed
- Respond at pace to all contacts and work queues to meet individual targets and departmental service level agreements.
- Minimise the delay in resolutions for any requests and work queues; seek assistance from internal and external stakeholders if necessary to achieve a speedier resolution.
- Ensure that close attention to detail is maintained to uphold accuracy of all payments, deductions and work queues.
- Ensure that the most recent installer compliance reports are used to ensure accuracy of work allocation
- Creation and provision of management reports to support the development the installer and customer journeys
- Take ownership of own work streams and ensure service standards and SLAs are upheld, whilst providing insight into the continual development of the service

What are we looking for:

- Experience of working within the Services Sector during the last 18 months or within a similar role
- Proven track record of working in the delivery of high quality customer service
- Ability to work collaboratively in a fast-changing and flexible environment
- Working across different teams and understanding a variety of roles and responsibilities
- Delivers results consistently
- Strong verbal and written communication skills and the ability to communicate with a range of internal and external stakeholders
- Excellent planning and organisation skills and the ability to prioritise and complete multiple tasks to agreed timescales
- Ability to work quickly, with excellent attention to detail, a high level of accuracy and a methodical approach, even under pressure

What can we offer you:

- Competitive bonus
- Save-as-you-earn scheme
- Contributory pension scheme
- Colleague discount
- Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle to work scheme

We recognise the value of bringing our teams together to collaborate, support each othe

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