Field Installations Manager in Coventry

Role Purpose
To lead our network of Wickes Approved Installers creating and developing strong relationships ensuring profitability is maximised and quality & service levels meet and exceed our customers expectations.

What you’ll be doing

• Negotiate & administer cost controls ensuring that deductions are applied appropriately when required.
• Ensure all installer service level agreements are executed to business standards.
• Ensure installers comply with the required legal and H&S legislation; remaining compliant at all times.
• Ensure there is coverage & utilisation within the installer network to meet the required volume of installations alongside all other complex drivers to meet our delivered sales targets.
• Lead, develop and retain a team of installers ensuring maximum productivity and customer service standards at all times.
• Ensure that installers are customer focussed and sufficiently motivated to achieve levels of performance and improve customer satisfaction rates in line with agreed SLAs and company measures eg VOC.
• Mitigate customer dissatisfaction and risk to the brand through managing robust relationships across all stakeholders.
• Act as a point of reference/escalation for customer complaint resolution, achieving resolution within set timescales.
• Ensure that installers comply with accepted installation standards via a mix of auditing methodology eg structure site visits, 121 meetings & reviewing performance.

What we’re looking for

• Degree educated preferred but not essential.
• Demonstrable experience of working within best practice and implementation.
• Experience of successfully managing performance.
• Experience with CRM software.
• Experience working with on site installations and subcontractors.
• Experience of improving SOP’s and the overall service provided to customers.
• Previous experience working in the kitchen, bathroom, bedroom, flooring or tiling or other related installation industry.
• Understanding of Part P, Gas Safe, Asbestos regulations etc.
• Experience of using Google platform e.g sheets, docs, slides, forms.
• Effective verbal and written communication skills.
• Excellent listening, negotiation and presentation abilities.
• Ability to juggle multiple projects at a time, while maintaining attention to detail.
• Effective customer service and interpersonal skills for dealing with different types of customers.
• Ability to assess and mitigate risk for the business.
• Ability to prioritise and organise a demanding workload, adapting to fit the changing needs of the business.
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of the organisation.
• Ability to handle data confidentially.
• Knowledge of sourcing strategies (recruitment).
• Knowledge of appropriate operating procedures and processes KPIs and target based activities.
• Knowledge of Domestic Installation industry.
• Knowledge of Apprenticeship programmes.
• Safety conscious.
• Quality conscious and methodical approach to work, with excellent attention to detail.
• Personal ethics aligned to Wickes principles.
• Self motivated.
• Ambition and drive to help the apprenticeship programme.

What can we offer you?

You’ll be supported with fantastic learning and development and have the opportunity to grow and develop your career with us. We also have an early careers network to support you if you’re in your first few years of your career. We’ll also equip you with a benefits package that includes:

• Competitive bonus.
• Private Medical and Life Assurance.
• Enhanced contributory pension scheme.
• Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle to work scheme.

Our widely recognised wellbeing strategy is something we’re proud of at Wickes. As part of this, we offer a range of health and wellbeing benefits and support, including an Employee Assistance Programme, financial education & loans, and access to parental, menopause and fertility support. By giving you the support you need to do well at work, and the flexibility to make life work for you. We are giving you a career that doesn’t put your life on hold. Where you can be yourself, do your best work, and make a positive difference every day.

About Us
Wickes is a multi-channel retailer operating in the home improvement market. With 50 years in industry, Wickes now generates revenue in excess of £1.6bn across 230 stores delivered by 8,000+ colleagues. But it is our culture that is considered our best kept secret; it’s a collaborative, down to earth, fun and inclusive 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.