Customer Service Delivery Manager

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We are looking to recruit two Customer Service Delivery Managers to lead our Customer Services Team based in our Northampton site. The primary purpose of this role is to oversee and optimise customer service operations through strong leadership, problem-solving, and analytical skills.

Location: Northampton: The role will initially be working 5 days on site until probation period has been completed.
Working Pattern: Mon-Fri, including rotational Saturdays.

Key Responsibilities:

• Lead, motivate, and develop a high-performing team of customer service advisors.
• Set clear performance expectations, monitor team performance, and provide regular feedback and coaching.
• Identify and implement process improvements to enhance efficiency and customer satisfaction.
• Optimise resource allocation and manage staffing levels to meet business needs.
• Ensure adherence to quality standards and resolve customer issues promptly and effectively.

What are we looking for:

• Strong leadership and motivational skills to inspire and guide the team.
• Excellent verbal and written communication skills to interact effectively with customers and team members.
• Ability to analyse complex problems and develop creative solutions.
• Strong organisational and time management skills to prioritise tasks and meet deadlines.
• Proficiency in relevant software and systems.
• A strong commitment to customer satisfaction.
• Ability to recruit, train, and develop team members

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'll also equip you with a benefits package that includes:

• Competitive bonus
• Save-as-you-earn scheme
• Contributory pension scheme
• Colleague discount
• 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.

We recognise the value of bringing our teams together to collaborate, support each other and build on our amazing culture. We are also encouraging our teams to work flexibly, with a blend of remote / office working.

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 the Wickes culture that we are really proud of. 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. If that sounds like you, we'll make you feel right at home.

Vacancy Reference #

Please contact us here if you require any adjustments within the application process. If you require any reasonable adjustments at the interview stage you will have an opportunity to inform us when we invite you to interview. Please note, this link is only for reasonable adjustments required - general enquiries, or direct CV applications cannot be accepted via this form.