Corrective Action Coordinator Job at Wickes (Northampton)

Job Description

It’s a busy time for Wickes at the moment and we are looking for additional support in our Corrective Action Team. Role Purpose: To effectively deliver the end-to-end operational processes within the Corrective Action Team to achieve agreed SLAs, supporting internal and external stakeholders to resolve customer concerns and supporting our installer network.

Job Responsibility

Complete all daily assigned tasks, following the agreed processes and within agreed SLAs, including, but not limited to, review of new tickets, allocation of jobs to installers, stakeholder communication and customer contact
To allocate Corrective Action work to Installers within SLAs. Ensuring that Installers are provided with all relevant information and monitoring the completion of work to ensure the customer's remedial works are completed promptly
To determine the stock that is required for the customer's remedial works and process the stock order to ensure the customer's journey is not delayed
Respond to any queries received from internal and external stakeholders within agreed SLAs and support them to achieve a resolution
Liaise with colleagues and stakeholders at key points in the process where further support is required to achieve a resolution to ensure there are no delays, achieving individual targets and departmental service level agreements
Ensure that close attention to detail is maintained to uphold the accuracy of all work queues and ensure there is an accurate audit trail for all actions completed
Manage workload to ensure work queues are actioned in priority order, focusing on tasks which directly impact customers and installers first, supporting other team members where required
Attend regular service review meetings focused on continuous improvement across the department and challenging process efficiency by identifying where potential reviews are required and suggesting ideas to improve the service

Requirements

Proven track record of working in the delivery of high-quality service
Ability to work collaboratively in a fast-changing and flexible environment
Working across multiple IT systems
Using your own initiative, working at pace to tight deadlines
Working across different teams and understanding a variety of roles and responsibilities
Taking ownership of own streams whilst demonstrating flexibility when required
Delivers results consistently
Strong literacy skills
Strong verbal and written communication skills and the ability to communicate with a range of internal and external stakeholders
Excellent planning and organisation skills and the ability to prioritise and complete multiple tasks to agreed timescales
Willingness to take responsibility, own tasks and deliver on time
Ability to work quickly, with excellent attention to detail, a high level of accuracy and a methodical approach, even under pressure
Ability to use your own initiative and take proactive actions to resolve problems
Able to work as part of a team
Committed to continued personal development
Data Protection
Customer service principles, models and best practices
Operating procedures and processes
KPIs and target-based activities
Self-motivated
Intrinsic learner - always seeks to improve
Positive outlook and can-do attitude
Friendly and approachable
Respectful
Humble and authentic
Tenacious - wants to do their best every day
Reliable and steadfast

What we offer

Competitive bonus
Save-as-you-earn scheme
Private Medical and Life Assurance
Enhanced contributory pension scheme
Colleague discount
Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle to work scheme
Employee Assistance Programme
financial education & loans
access to parental, menopause and fertility support

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Corrective Action Coordinator

Job Description

Job Responsibility

Requirements

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