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- Tasks: Lead outsourced teams and enhance customer experience through data-driven improvements.
- Company: Join a diverse team at B&Q, committed to inclusivity and operational excellence.
- Benefits: Enjoy a competitive salary, generous holiday, wellness perks, and an award-winning pension scheme.
- Why this job: Make a real impact on customer service while thriving in a fast-paced environment.
- Qualifications: Experience in outsourced customer service and strong analytical skills required.
- Other info: Hybrid role with opportunities for travel and professional growth.
The predicted salary is between 30000 - 42000 £ per year.
Elevate Customer Experience Through Operational Excellence. Lead the performance of our outsourced teams, solve problems quickly, and use data to make improvements every day. You’ll work closely with internal teams and our BPO partner to keep service running smoothly, build capability, and help shape the future of our customer experience. You’ll support others in understanding how our operation works and where they can contribute to making things better for customers. This role is a great fit for someone who enjoys fast moving environments and improving how things work.
Team & Reporting
- Team: Customer Service & Experience
- Reports to: Customer Services Senior Manager
Details
- Salary: From £50,000
- Location: Hybrid role – minimum 1 day in SSO per month + travel to our Cape Town partner site where required
What’s the job?
Putting yourself in the shoes of our Customers. Support oversight of BPO performance; use data to identify issues and contribute to operational improvements that improve our customer experience. The rest of the details, we can talk through at interview!
What We Need
Experience with outsourced Customer Service operations; analytical collaborator who works well in fast paced environments. The rest of the details, we can talk through at interview!
What’s in it for me?
As part of a great team, you’ll be valued for who you are. We’re committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.
We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more!
So we can support you during the application or interview process, please contact for any recruitment adjustments.
Partnership Operations Manager (Customer Service & Experience) employer: B&q
Contact Detail:
B&q Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Partnership Operations Manager (Customer Service & Experience)
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at B&Q or similar companies. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by understanding the customer experience landscape. Brush up on your knowledge of outsourced operations and think of examples where you've improved processes or solved problems.
✨Tip Number 3
Show your analytical side! Be ready to discuss how you've used data to drive improvements in past roles. This will resonate well with the team looking for someone who thrives in fast-paced environments.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining our awesome team at StudySmarter.
We think you need these skills to ace Partnership Operations Manager (Customer Service & Experience)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with outsourced customer service operations. We want to see how your skills align with the role of Partnership Operations Manager, so don’t hold back!
Show Your Analytical Side: Since this role involves using data to drive improvements, include examples of how you've used data in past roles. We love seeing candidates who can think critically and solve problems quickly!
Be Yourself: We value diversity and authenticity, so let your personality shine through in your application. Share what makes you unique and how you can contribute to our team culture at StudySmarter.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. It’s the easiest way for us to keep track of your application and get back to you quickly!
How to prepare for a job interview at B&q
✨Know Your Numbers
Since this role involves using data to drive improvements, make sure you brush up on relevant metrics and KPIs related to customer service operations. Be ready to discuss how you've used data in past roles to identify issues and implement solutions.
✨Understand the BPO Landscape
Familiarise yourself with the basics of Business Process Outsourcing (BPO) and how it relates to customer service. Think about your experiences working with outsourced teams and be prepared to share specific examples of how you’ve collaborated effectively with them.
✨Showcase Your Problem-Solving Skills
Prepare to discuss real-life scenarios where you’ve had to solve problems quickly in a fast-paced environment. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your analytical skills.
✨Emphasise Team Collaboration
This role requires working closely with internal teams and partners. Be ready to talk about how you’ve successfully collaborated with others in previous positions, and how you can contribute to building capability within the team.
