At a Glance
- Tasks: Lead and coach a dynamic team to resolve customer issues efficiently.
- Company: Join B&Q, a leading retail organisation focused on home improvement.
- Benefits: Enjoy flexible working, competitive salary, generous holiday, and great discounts.
- Other info: Be part of an inclusive culture where your ideas truly matter.
- Why this job: Make a real impact by solving complex customer challenges every day.
- Qualifications: Experience in customer service leadership and problem-solving required.
The predicted salary is between 36000 - 40000 £ per year.
Permanent
From £36,000 - £40,000 + Pension + PMI +Share Save + 6.6 weeks holiday + Hybrid Working (1 day per week in the office)
- Southampton, Store Support Office
- (Shift patterns - Monday-Saturday, 8am-8pm + some Sundays)
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
Resolutions Team Lead and you’ll be a big part of this.
Overview
Role Purpose
The Resolution Team Lead is responsible for the day-to-day leadership, coaching and performance management of the Resolution Team, ensuring complex customer issues are resolved quickly, consistently and without unnecessary corporate escalation .
The role provides the operational leadership layer for frontline, omnichannel problem-solving across customer contact channels, retail store escalations, fulfilment, delivery, supply chain and aftersales issues.
It enables Resolution Advisors to use broad operational autonomy to fix complex customer problems at pace, while maintaining a clear audit trail and proportionate escalation routes.
The role is distinct from Executive Complaints leadership.
Executive Complaints handles high-level escalations, PR risks, and legal or regulatory threats.
The Resolution Team focuses on practical, cross-channel operational recovery before a case becomes a corporate, executive or regulatory complaint.
What's the job?
- Team leadership and colleague development
- Lead, coach and develop Customer Resolution Advisors and Resolution Admins, creating a capable and confident operational resolution team.
- Run regular 1:1s, team huddles, performance conversations and development reviews.
- Support recruitment, onboarding, knowledge transfer and capability building across resolution processes and systems.
- Manage attendance, wellbeing, engagement and day-to-day colleague performance in line with B&Q expectations.
- Create a culture of ownership, pace and practical problem-solving that avoids passing complex customer issues between teams.
- Operational resolution and workload management
- Allocate, prioritise and balance resolution workloads across Advisors and Admins.
- Monitor queue health, ageing cases, customer commitments, store escalation volumes and operational risk.
- Ensure complex fulfilment, delivery, replacement, refund, supplier, stock and aftersales issues are progressed within agreed timeframes .
- Maintain effective operational coverage across channels and store escalation routes, flagging resourcing or capacity risks to the Complaints Manager.
- Act as first-line leadership support where cases are blocked, require cross-functional intervention or need rapid operational recovery.
- Retail store escalation pathway
- Lead the dedicated escalation pathway for Retail stores, giving stores a clear route for complex customer issues that cannot be resolved locally.
- Support store colleagues with guidance, ownership and timely updates on escalated customer cases.
- Identify repeat store escalation themes and share insight with Retail Operations, Logistics, Customer Service and relevant support functions.
- Ensure store escalations are resolved without unnecessary movement into executive complaint channels unless risk thresholds are met.
- Build trust with Retail by providing clear ownership, practical solutions and consistent communication.
- Quality, consistency and decision support
- Carry out regular case reviews, quality checks and coaching interventions.
- Ensure resolution outcomes are fair, commercially balanced, well documented and aligned to B&Q policies and delegated authority.
- Provide decision support on complex operational scenarios and customer remedies.
- Approve resolution actions or remedy proposals within agreed authority levels.
- Identify gaps in process, judgement, handoffs or documentation and take action to improve consistency.
- Escalation, risk management and handoff control
- Identify cases that require escalation to Executive Complaints, Complaints Specialists, Legal, PR, Quality or the Complaints Manager.
- Ensure handoffs are clear, timely and supported by accurate case history, customer impact, actions taken and recommended next steps.
- Maintain separation between operational resolution and corporate complaint handling, while ensuring customers and stores experience one joined-up B&Q response.
- Personally manage a small number of complex, urgent or high-impact operational resolution cases where leadership ownership is required .
- Insight and continuous improvement
- Identify recurring failure points across fulfilment, delivery, supply chain, supplier, marketplace, retail and aftersales journeys.
- Share insight with the Complaints Manager and relevant business owners to reduce repeat issues and improve customer experience.
- Support local process improvement activity that improves speed to resolution, reduces rework and improves store confidence.
- Contribute to performance reporting, root-cause commentary and lessons learned activity.
- What We Need
- Experience leading, coaching and developing colleagues within customer service, contact centre, retail support, logistics, fulfilment or operational resolution environments.
- Proven ability to resolve complex customer issues, managing escalations and collaborating across multiple teams to drive positive outcomes.
- Strong people leadership and coaching skills, with experience improving performance, capability and service quality.
- Excellent operational judgement, workload planning and decision-making skills, able to prioritise effectively in a fast-paced environment.
- Confident stakeholder manager with strong influencing, communication and relationship-building skills.
- Highly effective written communicator, capable of handling sensitive customer cases with clarity, professionalism and empathy.
- Analytical and solution-focused, with a pragmatic approach to problem solving and continuous improvement.
- Customer-focused, resilient and accountable, comfortable taking ownership of complex challenges and delivering results under pressure.
- Commercially aware and collaborative, balancing customer needs with operational and business objectives.
What's in it for me?
At B&Q, we're building more than great homes – we're building great careers.
When you join us, you'll be part of a supportive, inclusive business where your ideas matter, your development is invested in, and your wellbeing is genuinely important.
- Here's What You Can Expect
- Flexible & Hybrid Working - Work in a way that helps you perform at your best, balancing business needs with personal commitments.
- Career Growth & Development - Access learning, development and career opportunities across one of the UK's leading retail organisations.
- Competitive Reward Package - A competitive salary, pension and a range of financial benefits.
- Colleague Discounts - Enjoy discounts across B&Q and the wider Kingfisher Group.
- Health & Wellbeing Support - Access wellbeing resources, health support and employee assistance programmes designed to help you thrive.
- Time Away From Work - Generous holiday entitlement and family-friendly policies that support life both inside and outside work.
- A Place Where You Belong - We're committed to creating an inclusive workplace where everyone feels valued, respected and empowered to be themselves.
- Make a Difference - The work you do will have a direct impact on our customers, colleagues and business.
- Eligibility To Work
- Please note that
B&Q does not currently offer visa sponsorship for this role . Applicants must have the right to work in the UK at the time of application and throughout their employment.
Accessibility & Disability Confident
At B&Q, we're committed to creating an inclusive recruitment experience for everyone.
If you require any additional support or reasonable adjustments to help you complete your application or throughout the recruitment process, please let us know.
- If you would like to be considered under the
- Disability Confident Scheme
, please contact us at recruitment@b-and-q. co. uk . If you meet the minimum criteria for the role, we'll consider your application in line with our Disability Confident commitments.
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Resolution Team Lead in Eastleigh employer: B&q
B&Q Stirling is an excellent employer that prioritises both customer satisfaction and employee well-being. With competitive pay, an award-winning pension scheme, and generous holiday allowances, we foster a supportive work culture that encourages growth and teamwork. Join us in creating a positive shopping experience while developing your skills in a dynamic retail environment.
StudySmarter Expert Advice🤫
We think this is how you could land Resolution Team Lead in Eastleigh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at B&q. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like B&q before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Resolution Team Lead in Eastleigh
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to B&q:Your cover letter is your chance to shine! Tell us why you want to work at B&q specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at B&q!
How to prepare for a job interview at B&q
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
