Process & Journey Mapping Executive; Customer Service

Overview

Permanent

Up to £32,000 + Pension + PMI +Share Save+ 6.6 weeks holiday+ Hybrid Working (1/2 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 an Process & Journey Mapping Executive and you’ll be a big part of this.

Role purpose: In this role you will play a pivotal role in creating a centralised knowledge and policy base for all Customer Service operational processes. You will create and maintain all Standard Operating Procedures (SOPs), Knowledge Content and Process Maps across Customer Services to help develop knowledge, supporting the Knowledge, Content and Process Lead in building and maintaining an accurate centralised knowledge base that supports delivering effortless customer service every time by supporting colleagues in delivering accurate, effortless solutions to customer contact.

• Own the creation and maintenance of Customer Services knowledge base
• Ensuring SOP’s, Knowledge Content and Process Maps accurately reflect reality, are audited regularly and remain current
• Conduct reviews of existing SOP’s, Knowledge Content and Process Maps to identify inefficiencies and areas for improvements
• Work closely with Knowledge, Content and Process Lead and key stakeholders to gather input and sign-o on process creation and change
• Ensure clear communication of updated Knowledge, Content and Process as needed with Customer Service Partners to ensure adoption ensuring alignment with training, change, quality and operations.
• Support with workshops and focus groups, gathering feedback from teams on Knowledge, Content and Processes to ensure these remain fit for purpose
• Help to maintain relevant knowledge bases (CRM, SharePoint etc.)
• Regularly review training materials to ensure processes are clearly documented
• Work closely with Quality and Compliance Executive to ensure any process improvement opportunities, driven from Quality Audits or Complaints, are identified, approved and executed

Key Business Relationships:

• Departments within Customer Service
• Customer Service Partners
• Colleagues across various business functions at B&Q and Kingfisher Plc
• Finance
• Fraud / Governance

Proven experience in a similar role, creating and maintaining SOP’s, Knowledge Content and advanced Process Maps to drive efficiencies and improve customer experience

Ideally from a Customer Service background, with strong experience of operating within a contact centre environment

Previous experience of working with outsourced contact centres would be a huge plus

Experience in working with knowledge bases and SharePoint sites

Previous experience with Zendesk and SAP CRM highly desirable, Salesforce as a plus

Excellent knowledge of Visio or other relevant process mapping software

Analytical, methodical and with the ability to simplify complex information

Strong problem-solving and decision-making abilities

Excellent written and verbal communication skills and presentation skills

At B&Q, we're building more than great homes – we're building great careers.

When you join us, you'll be part of a supportive, inclusive business where your ideas matter, your development is invested in, and your wellbeing is genuinely important.

Flexible & Hybrid Working - Work in a way that helps you perform at your best, balancing business needs with personal commitments.

Career Growth & Development - Access learning, development and career opportunities across one of the UK's leading retail organisations.

Competitive Reward Package - A competitive salary, pension and a range of financial benefits.

Colleague Discounts - Enjoy discounts across B&Q and the wider Kingfisher Group.

Health & Wellbeing Support - Access wellbeing resources, health support and employee assistance programmes designed to help you thrive.

Time Away From Work - Generous holiday entitlement and family-friendly policies that support life both…