Contact Centre Partner Manager

Contact Centre Partner Manager
  • Eastleigh, Hampshire
  • Fixed Term/Secondment - Fixed
  • Competitive
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About the role

12 month FTC

Up to £50,000 + Pension + BUPA + ShareSave + 6.6 weeks holiday + Hybrid Working (3 days per week in the office)

Southampton, Store Support Office

We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) 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 Contact Centre Partner Manager and you’ll be a big part of this.

Key responsibilities

Ensure that outsourced call centre operations align with business objectives, optimise performance, and achieve high standards of service delivery to support overall business success. Create and deliver the operational strategy to simplify the complex, deliver first contact resolution, identify root-cause customer failure and work with the business to reduce customer pain-points and the need for customers to contact.

Key Accountabilities / Responsibilities:

  • Vendor Management: Effectively managing relationships with third-party call centre vendors to ensure they deliver high-quality services in line with agreed-upon standards and KPIs.
  • Operational Excellence: Overseeing the outsourced contact centre operations to ensure efficiency, productivity, and optimal service delivery to meet customer needs and company objectives.
  • Cost Optimization: Finding ways to optimize costs associated with outsourced services while improving quality standards and customer satisfaction levels.
  • Quality Assurance: Use Quality assurance programme to drive continuous improvements in customer service, identify customer policy/process changes that balance business and customer needs.
  • Performance Monitoring: Tracking and analysing performance metrics to evaluate the effectiveness of outsourced operations and identify areas for improvement.
  • Issue Resolution: Addressing any escalations, conflicts, or issues that may arise with outsourced contact centre partner to ensure smooth and effective operations.
  • Strategic Planning: Working with internal stakeholders to develop strategies for leveraging outsourced contact centre services to achieve company goals and enhance overall customer experience.
  • Cross-functional working: Work with peers across B&Q to work on new demand into the contact centre – new business services, customer-facing functionality, technology to ensure the contact centre can support appropriately. Use data to work with peers on removing root-cause customer issues
  • Communication & Engagement: Pro-actively promote the contact centre performance as well as strategic/tactical updates internally. Gather feedback from different parts of the business to understand areas of improvement.
  • Culture: Work with the outsource partner to bring B&Q’s culture into our contact centre, to ensure belonging, alignment to B&Q D&I initiatives and a “one-team” mentality.

Key Business Relationships:

  • Supply Chain & Logistics
  • Retail Leadership/Colleagues
  • Finance
  • High-level Complaints team
  • Technology
  • Marketplace/Ecommerce

Required skills & experience

Required Skills & Experience:

Communication:

  • Excellent verbal/written communication, presentation and engagement abilities

Customer Service Skills:

  • Deep understanding of customer service principles and practices.
  • Ability to handle difficult situations and resolve conflicts effectively.
  • Contact Centre Operations:

Technical Skills:

  • Proficiency in contact centre software and tools (e.g., Zendesk, telephony systems, IVR).
  • Basic IT skills and understanding of call centre technologies.

Analytical Skills:

  • Ability to analyse performance metrics and data to drive improvements.
  • Strong attention to detail and accuracy.

Organizational Skills:

  • Excellent time management and multitasking abilities.
  • Ability to plan, prioritize, and coordinate tasks efficiently.

Financial Acumen:

  • Understanding of budgeting, cost control, and financial analysis.
  • Ability to manage resources efficiently to achieve financial goals.

Previous Experience in a Contact Centre:

  • Several years of experience in a contact centre management
  • Proven experience of working with third party Contact Centre providers, driving operational excellence and high levels of customer service

Experience in Customer Service:

  • Proven track record in customer service, showcasing the ability to manage customer interactions effectively.

Project Management Experience:

  • Experience in planning and executing projects, such as implementing processes and transformation programmes within a contact centre.

Experience with Performance Metrics:

  • Familiarity with key performance indicators (KPIs) for contact centres, such as average handle time (AHT), first contact resolution (FCR), and customer satisfaction scores (CSAT).

Change Management:

  • Experience managing change programmes within a contact centre and/or through a third-party provider, including introducing new procedures and ensuring buy-in.

Career progression

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.

We want to ensure that all employees, future employees and applicants to all Kingfisher companies are treated equally regardless of age, gender, marital or civil partnership status, colour, ethnic or national origin, culture, religious belief, philosophical belief, political opinion, disability, gender identity, gender expression or sexual orientation. 

If you require any additional support or adjustments to help you make an application, please contact us at recruitment@b-and-q.co.uk

Rewards &
benefits

Training &
development

Learn & Develop at B&Q

When you join B&Q, we want you to be all you can be. From the minute you walk through our doors to the exciting moment you make that next career move, we're here to help you make the most of every opportunity. Thanks to our friendly learning system, Mylo, we make sure you always have the support you need to take on every challenge and fit your learning around your life. Here, we know that the best way to grow is together. 

Flexible learning with Mylo

Mylo is your every day, on the go learning and development partner. Helping you build the knowledge you need now and in the future. With Mylo, you can access training and content, anywhere, anytime and on any device. You can even influence the type of training on offer by rating and recommending content, and letting us know what we can do to improve. Award-winning and featuring over 150 different learning activities - like short videos, articles, workshops and webinars - think of Mylo as your 24/7 training pal, designed to help you make the most of your B&Q career journey.

Developing in role

Learning never stops at B&Q. Whether you've been in your role for one day or five years, there's always something to be curious about. It's why we're always creating learning opportunities and experiences that'll give you the chance to develop your skills. Like our First Line Manager programme: a course that helps our newest line managers build their confidence and management skills. Or our Leadership Development programme that challenges our more experienced leaders to reflect on and adapt their approach for our ever-evolving ways of working.

Building expertise and know-how

We believe anyone can learn the technical skills to do their job with excellence. It's all about attitude and behaviour here. So, if you're passionate about customer service and design, we'll teach you how to create beautiful kitchens. If you're someone who loves being outdoors, we'll help you learn about our garden ranges. And, if you're someone who just loves what we do but doesn't know where to start, we'll help you find the perfect role for you to grow into. 

Accelerated Development Talent Programmes

Whatever goal you're working to at B&Q, we want to help you get there. We do this by designing a number of programmes which help you to practice your skills and learn new ones, gain valuable experiences, learn from others and jump on opportunities that are right for you. From leaders taking their first steps into management to those simply looking for a new challenge, we're there to make sure you achieve your ambitions.

Induction

At B&Q, we want every new colleague to understand our values, our customers, and how we work together to achieve our purpose. That’s why we’ve designed an induction programme that’ll give you real insight into our business, our culture and help you feel included from day one. For your first few weeks on the job you’ll work with your team and line manager, mixing online learning with practical tasks, to grow your knowledge a little every day.

 

A day in the life

Take a tour
around our
office

Our Store Support Office sits within B&Q House and supports our colleagues and stores right across the UK and Ireland. In our bespoke, modern and eco-friendly building just north of Southampton, you’ll find a friendly team of talented people in a huge range of roles.

Explore our
store support office

Facilities

In B&Q house, you’ll enjoy an onsite gym, a subsidised Costa, a canteen and restaurant, prayer room, plus open plan and cosy work spaces, an outdoor picnic area, and bike sheds for those who cycle in.

Sustainability

B&Q House has a biomass boiler, solar panels and a rainwater harvesting system. Our building also makes use of upcycled and recycled furniture and fittings, and features natural ventilation, heat retention and CO2 management, all via our very own weather station on the roof.

Why
choose us?

Why Supply Chain at B&Q?

Things move quickly at B&Q. And so do our supplies. By making sure each and every one of our 295 stores are fully stocked, we can make sure our customers get what they need, when they need it most.

Why B&Q

Ready to apply?

Step 1:

Apply via bandqcareers.com

Step 2:

We'll contact you for a phone interview

Step 3:

We’ll carry out a face to face or online interview (and we may request a 2nd interview if the role you're applying for is more complex).

Step 4:

We’ll contact you with feedback, and maybe even a job offer.

Check out our FAQs for more information about interviewing at B&Q.

Contact Centre Partner Manager

  • Eastleigh, Hampshire
  • Fixed Term/Secondment - Fixed
  • Competitive