Customer Services Transformation Manager (24 months FTC)

• Open to Job Share, Full Time or Part Time – Fixed

From £80,000+ Pension + PMI +ShareSave+ 6.6 weeks holiday+ Hybrid Working (2 days per week in the office)

Southampton, Store Support Office

We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) 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 Customer Services Transformation Manager and you’ll be a big part of this.

Role Purpose: The Customer Services Transformation Manager will own development and delivery of strategic transformation within Customer Services focused on (1) simplifying our how customers contact us, (2) transforming how we connect and manage customer service contacts across B&Q, and (3) developing a ‘Right First Time’ approach Customer Service, focused on improving Customer Satisfaction (CSAT) and First-Contact Resolution (FCR). Taking ownership to transform how we handle customers contact, the role will support the Director of Customer Services in empowering and supporting all business functions to provide effortless customer service every time. By working closely with stakeholders across B&Q, our Business Process Outsourcing (BPO) provider and Kingfisher, this role will take accountability to deliver a customer service offering that is simple, accessible and low effort where and when customers want it. Successful delivery of this transformation will help us improve customer and colleague experience, reduce operational costs and provide useable data to inform future strategic developments. The Transformation Manager will oversee the design, development and delivery a ‘Right First Time’ program across the business to deliver effortless customer service every time.

We want to ensure that all employees, future employees and applicants to all Kingfisher companies 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.

If you require any additional support or adjustments to help you make an application, please contact us atrecruitment@b-and-q.co.uk .

Training &development

Learn & Develop at B&Q

When you join B&Q, we want you to be all you can be. From the minute you walk through our doors to the exciting moment you make that next career move, we\’re here to help you make the most of every opportunity. Thanks to our friendly learning system, Leo, we make sure you always have the support you need to take on every challenge and fit your learning around your life. Here, we know that the best way to grow is together.

Flexible learning with Leo

Leo is your every day, on the go learning and development partner. Helping you build the knowledge you need now and in the future. With Leo, you can access training and content, anywhere, anytime and on any device. You can even influence the type of training on offer by rating and recommending content, and letting us know what we can do to improve. Award-winning and featuring over 150 different learning activities – like short videos, articles, workshops and webinars – think of Leo as your 24/7 training pal, designed to help you make the most of your B&Q career journey.

Developing in role

Learning never stops at B&Q. Whether you\’ve been in your role for one day or five years, there\’s always something to be curious about. It\’s why we\’re always creating learning opportunities and experiences that\’ll give you the chance to develop your skills. Like our First Line Manager programme: a course that helps our newest line managers build their confidence and management skills. Or our Leadership Development programme that challenges our more experienced leaders to reflect on and adapt their approach for our ever-evolving ways of working.

Building expertise and know-how

We believe anyone can learn the technical skills to do their job with excellence. It\’s all about attitude and behaviour here. So, if you\’re passionate about customer service and design, we\’ll teach you how to create beautiful kitchens. If you\’re someone who loves being outdoors, we\’ll help you learn about our garden ranges. And, if you\’re someone who just loves what we do but doesn\’t know where to start, we\’ll help you find the perfect role for you to grow into.

Accelerated Development Talent Programmes

Whatever goal you\’re working to at B&Q, we want to help you get there. We do this by designing a number of programmes which help you to practice your skills and learn new ones, gain valuable experiences, learn from others and jump on opportunities that are right for you. From leaders taking their first steps into management to those simply looking for a new challenge, we\’re there to make sure you achieve your ambitions.

Induction

At B&Q, we want every new colleague to understand our values, our customers, and how we work together to achieve our purpose. That’s why we’ve designed an induction programme that’ll give you real insight into our business, our culture and help you feel included from day one. For your first few weeks on the job you’ll work with your team and line manager, mixing online learning with practical tasks, to grow your knowledge a little every day.

Take a touraround ouroffice

Our Store Support Office sits within B&Q House and supports our colleagues and stores right across the UK and Ireland. In our bespoke, modern and eco-friendly building just north of Southampton, you’ll find a friendly team of talented people in a huge range of roles.

Explore ourstore support office

Facilities

In B&Q house, you’ll enjoy an onsite gym, a subsidised Costa, a canteen and restaurant, prayer room, plus open plan and cosy work spaces, an outdoor picnic area, and bike sheds for those who cycle in.

Sustainability

B&Q House has a biomass boiler, solar panels and a rainwater harvesting system. Our building also makes use of upcycled and recycled furniture and fittings, and features natural ventilation, heat retention and CO2 management, all via our very own weather station on the roof.

Ready to apply?

Step 1:

Apply via bandqcareers.com

Step 2:

We\’ll contact you for a phone interview

Step 3:

We’ll carry out a face to face or online interview (and we may request a 2nd interview if the role you\’re applying for is more complex).

Step 4:

We’ll contact you with feedback, and maybe even a job offer.

Check out ourFAQs for more information about interviewing at B&Q.

• Open to Job Share, Full Time or Part Time – Fixed

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