Role Description To partner the Regional Managers to support the delivery of B&Q's installations service strategy in supporting, educating and coaching store leadership teams. Key Accountabilities / Responsibilities - Work in partnership with Regional Managers and Unit Managers to successfully implement the B&Q installations plan. - Form strong relationships/partnerships within your regional teams. - Have regular discussions with Regional Managers and Unit Managers using data and insights to help identify trends in installation performance and respond to regional opportunities. - Support stores to resolve customer issues and HLC complaints, protecting B&Q finance, brand, and customers. - Work with our installations support team to effectively resolve all installation warranty claims. - Review and ensure correct processes are in place consistently in stores. - Provide content for quality training tools and deliver training and dedicated coaching to build confidence and knowledge in stores. - Support stores with data-led insight for the sourcing, recruitment, development, and engagement of quality installers. - Help build installer relationships, regularly listening to feedback and developing plans to improve our service. - Identify capacity opportunities and offer support to recruit, develop, and engage quality installers. - Work closely with regions to ensure installer capacity meets future demand and business targets. - Develop the technical knowledge and capabilities of the store and installations support team. - Propose and support the delivery of solutions to improve the installation proposition in conjunction with regional managers. Key Business Relationships - Regional Managers - Store Management Teams - Store Showroom Teams - Installers (external) - Legal - Quality & Aftercare team - Electrical Governing Bodies (external) - Gas Safe Register (external) - Installations service providers & Dispute resolution organisations (external) Qualifications - In-depth knowledge of the installation industry - Dispute resolution processes awareness - Experience of dealing with customer issues and complaints - Ability to identify and solve problems - Excellent communication skills - Financial and business acumen - Leading change - Coaching and developing colleagues (remote/in person) - Excellent analytical skills - Good level of skill in Microsoft Office / Teams / SharePoint - Organised and efficient - Takes responsibility - Excellent level of engagement and influencing skills - Excellent level of attention to detail Benefits - Competitive salary - Award-winning pension scheme - Bonus - ShareSave options - 6.6 weeks holiday - Payroll giving - Employee Assistance Programme - Shopping discounts - Colleague wellbeing benefits - And lots more!

• Deliver professional and timely support to residents via chat, email, and resident portal channels. • Act as the primary liaison for resident inquiries, concerns, and service-related requests. • Receive, document, and coordinate maintenance requests with internal departments. • Resolve apartment-related concerns, complaints, and general service inquiries. • Investigate and address billing discrepancies. • Maintain accurate records of customer interactions and case updates within CRM systems. • Utilize SAP and internal platforms to monitor and manage service tickets. • Conduct follow-ups to ensure complete issue resolution and resident satisfaction. • Escalate complex concerns to the appropriate teams when necessary. • Consistently meet service-level expectations related to response times and quality.

Role Description We are seeking a motivated and experienced Customer Success Manager to support a UK-based employer in driving customer satisfaction and long-term retention. This role is ideal for a South African professional who is organised, proactive, and confident working with UK teams remotely. - Manage and support a portfolio of customers through their onboarding and lifecycle journey - Handle customer concerns, feedback, and escalations with empathy and efficiency - Communicate effectively with internal teams and external stakeholders across time zones - Maintain accurate records of customer interactions, health scores, and success plans - Use relevant tools such as customer success platforms, CRM systems, and helpdesk software - Support the wider team with renewal forecasting, reporting, and customer advocacy initiatives - Identify opportunities to expand accounts and improve overall customer outcomes Qualifications - 2+ years of experience in customer success, account management, or a related field - Excellent written and verbal communication skills in English - Strong organisational skills with the ability to manage multiple customer accounts simultaneously - Proficient in CRM or customer success platforms and Microsoft Office or Google Workspace - Able to work independently and manage your own time effectively - High attention to detail and a proactive approach to problem-solving - Experience working with UK-based clients or employers is advantageous - Must have a reliable laptop, stable internet connection, and a quiet working environment Requirements - Salary: R30,000/month - 100% Remote

• Develop and Maintain Relationships to structure strategic partnerships with key customer decision-makers, understanding their organizational business objectives, and keeping them educated on emerging industry trends. • Lead Contract Strategy and Renewal by partnering with the Account Executive and the customer to identify contract gaps, negotiate pricing and service level agreements (SLAs), and execute the renewal process to drive customer retention. • Manage Customer Experience and Compliance by researching escalated service and billing issues, executing ad-hoc requests (like reports or audits) in accordance with service level agreements, and ensuring adherence to Federal, State, and Local laws, as well as Iron Mountain policies.