Service Centre Coordinator

The focus of this role will be to effectively support the DIFM proposition; liaise between internal and external customers, third party suppliers, our network of stores and distribution teams to successfully action any requests in support of the installation service.

**Key Accountabilities**:
**Responsibilities will include but will not be restricted to**:
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 focussed 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**:
Wickes’ culture is second to none; it's a collaborative, down to earth, fun and exclusive 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 will make you feel right at home.

Vacancy Reference #44920