Overview
Permanent
£26,023 + Pension + PMI + ShareSave + 6.6 weeks holiday + Hybrid Working (4 days per week in the office/ 1 WFH)
*39-hours per week with occasional Saturday WFH shifts, as part of rota.
Doncaster (Installations Support Office)
We believe anyone can improve their home to make life better. From our Doncaster Installations Support Office, 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 Quality & Aftercare Administrator and you’ll be a big part of this.
Role Purpose: Supporting our Installations Teams, store colleagues, and customers to resolve escalated and complex issues and assisting in monitoring and improving the quality of our Installations proposition through investigative problem solving and information gathering.
What's the job?
Store and Colleague Relationships
* Assist installations support colleagues with analysis of escalated warranty claims and customer issues.
* Actively support colleagues with quality and aftercare process queries.
* Assist the Quality & Aftercare manager with training and administrative tasks relating to quality and aftercare.
* Proactively share best practice, process changes and functional updates with support colleagues.
* Understand colleague, external partner and installer feedback and share it with the team to improve our service.
* Support store colleagues with key tasks relating to quality & aftercare:
* Closing call best practice.
* Induction best practice.
* Collate and present management information reports.
Customer Relationships
* Undertake the triage and assessment of customer claims and issues.
* Liaise with internal colleagues and installers to facilitate the successful resolution of escalated warranty claims and customer issues.
* Update service records on CRM, IMS, and external partner sites for relevant customers.
* Review, interpret and present customer and installer data to understand root cause and improve quality.
* Utilise data to explore and suggest process improvements.
Installer Relationships
* Undertake installer quality checks with both installers and external partners.
* Provide installers and store colleagues with feedback following quality check completion.
* Proactively monitor installer quality utilising feedback from NPS surveys and support colleagues.
* Support and engage installers to always give a good service.
* Adhere to all policies & procedures relevant to your role.
* You may be required to undertake other duties from time to time as we may reasonably require.
What we need:
Required Skills & Experience:
* Experience of dealing with complex problems and creating simple solutions.
* Excellent communication skills, both written and verbal, across all levels of an organisation.
* A keen eye for detail and recording data with accuracy.
* Effective communication skills across multiple channels.
* Customer focused; understands the needs of internal and external customers, responds promptly, and ensures the customer is at the forefront of their thinking.
* Working with others; builds effective relationships with peers outside own team, to provide the best solutions for our customers, not afraid to tackle conflict or confront others when problems occur.
* Installations experience beneficial but not essential.
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 recruitment@b-and-q.co.uk for any recruitment adjustments.
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