Installations Executive Complaints Team Leader

Overview

Permanent – From £32,000 - £35,000 + Pension + PMI+Share Save + 6.6 weeks holiday + Office working (4 days per week in the office)

Location:

Doncaster Installations Office

We believe anyone can improve their home to make life better. From our Doncaster Installations Office we equip our stores, people, and the whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as an Installations Executive Complaints Team Leader and you’ll be a big part of this.

This role is instrumental in supporting our installations customers when they need us the most. It involves understanding the root‑cause of complaints, making recommendations to prevent future recurrence, managing the Installations Executive Complaints team, working with the Quality & Aftercare Manager, and ensuring our most escalated cases are managed and resolved effectively while balancing customer and business needs.

• Responsible for the day‑to‑day management activities of the Installations Executive Complaints Team.
• Ensure 100% SLA compliance with all communication including telephone calls, emails, and letters.
• Provide great levels of customer service and complaint management.
• Recognise situations falling within the critical/reportable category.
• Keep awareness and oversee all complaints, ensuring they are owned and escalated appropriately.
• Consider all decisions both commercially and through the eyes of the customer.
• Coach and develop the team to ensure they are effective within B&Q’s installations environment.
• Work with the Quality & Aftercare Manager on establishing root‑cause complaints drivers, working cross‑functionally and providing reporting to stakeholders to drive continuous improvement.
• Role model excellent leadership, building and maintaining a strong and motivated team.
• Engage the team to perform every day by removing barriers and recognising their achievements and successes.
• Develop the people at their best by having regular performance conversations.
• Understand training gaps, strengths, and opportunities. Provide feedback to improve performance.

• Showrooms and store colleagues
• Installations Team
• Installers
• External partners
• Customer Management Centre & Executive complaints team
• Colleagues within Supply Chain, Logistics and Commercial
• Retail Leadership Team, Store Managers, and their Colleagues
• PR, social media, and Marketing

• Previous experience of running a service team managing complex complaints and demanding customers.
• Customer focused; understands the needs of internal and external customers, responds promptly, and ensures the customer is at the forefront of their thinking.
• Organising people:
  Co‑ordinates others’ work and monitors their performance against objectives and deadlines. High planning skills to identify people and resources required and regularly re‑evaluate.
• Building relationships:
  Works well with others, engages with people and forms strong relationships.
• Adapts quickly to new business priorities and challenges.
• Communicating:
  Explains messages clearly, listens to others and engages people in the message being communicated. Communicates and engages effectively with customers and provides suitable solutions to any issues arising.
• Learning:
  Drives own development to become the expert, and learns from feedback.
• Challenging:
  Confidently speaks up and questions ineffective ways of working and constructively articulates own views.
• Working effectively:
  Takes ownership for work, works efficiently to meet deadlines, and uses initiative to solve problems. Ability to balance competing priorities.
• Adapting and coping:
  Remains positive, calm, and resilient under pressure, adapts to change and uses support networks. Embraces ongoing change.
• Experience of dealing with complex problems and creating simple solutions.
• Ideally from a Complaints/call handling leadership background.
• Installations experience beneficial but not essential.

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…