Service Experience Lead

5 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. Based out of our Southampton office we are working flexibly with balance of onsite/home working.

The role of the Service Experience Lead is 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

At Kingfisher, we value the perspectives that any new team members bring, and we want to hear from you. We encourage you to apply for one of our roles even if you do not feel you meet 100% of the requirements.

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.

Interested? Great, apply now and help us to Power the Possible.

#li-bn1

Rewards & Benefits

What we offer.

Private Health Care

Opportunity to receive up to family level cover with Bupa. Join within three months of starting or at annual renewal in April. (This benefit is subject to Benefit In Kind taxation).

Kingfisher Pension Scheme

Immediate eligibility through auto-enrolment. Contribute 8% to receive a max 14% from the Company.

25 Days' Holiday

25 days per annum plus bank holidays as stated in your contract (pro rated for part time colleagues).

Staff Discount

20% discount at B&Q and Screwfix. Eligible after 3 months service.

Kingfisher Share Incentive Plan (SIP)

Share ownership in a tax efficient way. Save between £10 to £150 per month. Join at any time once three months service is reached.

Life Assurance

x4 Salary plus benefit equal to value of your Retirement Account (if an active member of KPS-MP) or x1 Salary if not active member.

Bonus

Competitive bonus scheme that aligns to work level of role.

Kingfisher Share Save

Save with the option to buy Kingfisher plc shares at the end of a 3 or 5 year period. Offered annually. Three months service is required at the annual invitation date, normally in October.

Our Behaviours

At Kingfisher, we are united by our 6 core behaviours

Be customer
focussed

Constantly improving our customer experience

Be human

Acting with humanity and care

Be curious

Thriving on learning, thinking beyond the obvious

Be inclusive

Acting inclusively in diverse teams to achieve together

Be agile

Working with trust, pace and agility

Be accountable

Championing the plan to deliver results and growth

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