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Service Experience Developer, Southampton
Client: Kingfisher Location: Southampton, United Kingdom Job Category: Other EU work permit required:
Yes Job Reference: 3e8c1fe8d9f5 Job Views: 57 Posted: 22.01.2025 Expiry Date: 08.03.2025 Job Description:
Overview We’re Kingfisher, a team made up of over 78,000 passionate people who bring Kingfisher - and all our other brands: B&Q, Screwfix, Brico Depot, Castorama and Koctas - to life. We aim to become the leading home improvement company and grow the largest community of home improvers in the world. At Kingfisher, our customers come from all walks of life, and so do we. We ensure that all colleagues, future colleagues, and applicants 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. Based out of our Southampton office, we work flexibly with a balance of onsite/home working. What's the job
The role of the Service Experience Developer will be to ensure that colleagues requiring support from Group Tech have a quick, seamless, and great experience. The critical element is for our colleagues to be happy and to have their service requirements dealt with quickly and effectively using our multiple contact points. This role strives to reduce costs without impacting experience. Familiar with AI and chat bot technology, knowledge of ServiceNow including virtual agent, access control and performance dashboards. Redefine the colleague IT support experience by finding opportunities for continuous improvement using all current & future tooling, analysing data and proposing solutions. Provide technical support through Incident, Request, Problem and Change-derived workloads, in-line with OKRs. Liaise with support teams and service desks to ensure the Virtual agent tool integrates with other colleague-facing tools for a smooth support journey. Ensure timely delivery of assigned stories, testing completed and released in accordance with agile processes. Comfortable working using Agile methodology, estimating work within sprints, quickly identifying blockers, and ensuring testing is completed and released in accordance with agile processes. Drive automation requirements to ensure the best Virtual Agent/colleague contact support in real-time. Monitor usage and value ensuring reporting requirements and measures are in place to measure the colleague experience. Aim to reduce the number of service desk and support team contacts by developing auto self-heal and AI tooling. Work with 3rd party vendors and developers on future service improvements. Ensure successful delivery of services in-line with Service Operations and AMS OKRs. Be an evangelist within the Service Operations and AMS chapter, using Viva, SharePoint, and Teams to showcase team successes, new services and capabilities. Promote and participate in team events, weekly, monthly, and quarterly planning sessions across product groups and wider Service teams. What you'll bring
Be Customer Focused – constantly improving our customers’ experience I listen to my customers. I use available data to help make decisions. Be Human – acting with humanity and care I do the right thing. I am respectful. Be Curious – thrive on learning, thinking beyond the obvious I build and share new ideas. I try new things and share my learnings. Be Agile – working with trust, pace, and agility I have courage to be creative. Done is better than perfect; I aim for 80/20. Be Inclusive – acting inclusively in diverse teams to work together I embrace allyship. I have self-awareness and a desire to learn. Be Accountable – championing the plan to deliver results and growth I own my actions. I understand the Kingfisher plan and how it relates to my role. At Kingfisher, we value the perspectives that new team members bring, and we encourage you to apply for one of our roles even if you do not feel you meet 100% of the requirements. In return, we offer an inclusive environment, where what you can achieve is limited only by your imagination! We encourage new ideas, actively support experimentation, and strive to build an environment where everyone can be their best self. We also offer a competitive benefits package and plenty of opportunities to stretch and grow your career. Interested? Great, apply now and help us to Power the Possible. Rewards & Benefits
What we offer: Private Health Care:
Opportunity to receive up to family level cover with Bupa. Join within three months of starting or at annual renewal in April. (This benefit is subject to Benefit In Kind taxation). Kingfisher Pension Scheme:
Immediate eligibility through auto-enrolment. Contribute 8% to receive a max 14% from the Company. 25 Days' Holiday:
25 days per annum plus bank holidays as stated in your contract (pro-rated for part-time colleagues). Staff Discount:
20% discount at B&Q and Screwfix. Eligible after 3 months service. Kingfisher Share Incentive Plan (SIP):
Share ownership in a tax-efficient way. Save between £10 to £150 per month. Join at any time once three months service is reached. Life Assurance:
x4 Salary plus benefit equal to the value of your Retirement Account (if an active member of KPS-MP) or x1 Salary if not an active member. Bonus:
Competitive bonus scheme that aligns to the work level of the role. Kingfisher Share Save:
Save with the option to buy Kingfisher plc shares at the end of a 3 or 5 year period. Offered annually. Three months service is required at the annual invitation date, normally in October. Our Behaviours
At Kingfisher, we are united by our 6 core behaviours: Be customer focused:
Constantly improving our customer experience. Be human:
Acting with humanity and care. Be curious:
Thriving on learning, thinking beyond the obvious. Be inclusive:
Acting inclusively in diverse teams to achieve together. Be agile:
Working with trust, pace, and agility. Be accountable:
Championing the plan to deliver results and growth.
#J-18808-Ljbffr
Client: Kingfisher Location: Southampton, United Kingdom Job Category: Other EU work permit required:
Yes Job Reference: 3e8c1fe8d9f5 Job Views: 57 Posted: 22.01.2025 Expiry Date: 08.03.2025 Job Description:
Overview We’re Kingfisher, a team made up of over 78,000 passionate people who bring Kingfisher - and all our other brands: B&Q, Screwfix, Brico Depot, Castorama and Koctas - to life. We aim to become the leading home improvement company and grow the largest community of home improvers in the world. At Kingfisher, our customers come from all walks of life, and so do we. We ensure that all colleagues, future colleagues, and applicants 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. Based out of our Southampton office, we work flexibly with a balance of onsite/home working. What's the job
The role of the Service Experience Developer will be to ensure that colleagues requiring support from Group Tech have a quick, seamless, and great experience. The critical element is for our colleagues to be happy and to have their service requirements dealt with quickly and effectively using our multiple contact points. This role strives to reduce costs without impacting experience. Familiar with AI and chat bot technology, knowledge of ServiceNow including virtual agent, access control and performance dashboards. Redefine the colleague IT support experience by finding opportunities for continuous improvement using all current & future tooling, analysing data and proposing solutions. Provide technical support through Incident, Request, Problem and Change-derived workloads, in-line with OKRs. Liaise with support teams and service desks to ensure the Virtual agent tool integrates with other colleague-facing tools for a smooth support journey. Ensure timely delivery of assigned stories, testing completed and released in accordance with agile processes. Comfortable working using Agile methodology, estimating work within sprints, quickly identifying blockers, and ensuring testing is completed and released in accordance with agile processes. Drive automation requirements to ensure the best Virtual Agent/colleague contact support in real-time. Monitor usage and value ensuring reporting requirements and measures are in place to measure the colleague experience. Aim to reduce the number of service desk and support team contacts by developing auto self-heal and AI tooling. Work with 3rd party vendors and developers on future service improvements. Ensure successful delivery of services in-line with Service Operations and AMS OKRs. Be an evangelist within the Service Operations and AMS chapter, using Viva, SharePoint, and Teams to showcase team successes, new services and capabilities. Promote and participate in team events, weekly, monthly, and quarterly planning sessions across product groups and wider Service teams. What you'll bring
Be Customer Focused – constantly improving our customers’ experience I listen to my customers. I use available data to help make decisions. Be Human – acting with humanity and care I do the right thing. I am respectful. Be Curious – thrive on learning, thinking beyond the obvious I build and share new ideas. I try new things and share my learnings. Be Agile – working with trust, pace, and agility I have courage to be creative. Done is better than perfect; I aim for 80/20. Be Inclusive – acting inclusively in diverse teams to work together I embrace allyship. I have self-awareness and a desire to learn. Be Accountable – championing the plan to deliver results and growth I own my actions. I understand the Kingfisher plan and how it relates to my role. At Kingfisher, we value the perspectives that new team members bring, and we encourage you to apply for one of our roles even if you do not feel you meet 100% of the requirements. In return, we offer an inclusive environment, where what you can achieve is limited only by your imagination! We encourage new ideas, actively support experimentation, and strive to build an environment where everyone can be their best self. We also offer a competitive benefits package and plenty of opportunities to stretch and grow your career. Interested? Great, apply now and help us to Power the Possible. Rewards & Benefits
What we offer: Private Health Care:
Opportunity to receive up to family level cover with Bupa. Join within three months of starting or at annual renewal in April. (This benefit is subject to Benefit In Kind taxation). Kingfisher Pension Scheme:
Immediate eligibility through auto-enrolment. Contribute 8% to receive a max 14% from the Company. 25 Days' Holiday:
25 days per annum plus bank holidays as stated in your contract (pro-rated for part-time colleagues). Staff Discount:
20% discount at B&Q and Screwfix. Eligible after 3 months service. Kingfisher Share Incentive Plan (SIP):
Share ownership in a tax-efficient way. Save between £10 to £150 per month. Join at any time once three months service is reached. Life Assurance:
x4 Salary plus benefit equal to the value of your Retirement Account (if an active member of KPS-MP) or x1 Salary if not an active member. Bonus:
Competitive bonus scheme that aligns to the work level of the role. Kingfisher Share Save:
Save with the option to buy Kingfisher plc shares at the end of a 3 or 5 year period. Offered annually. Three months service is required at the annual invitation date, normally in October. Our Behaviours
At Kingfisher, we are united by our 6 core behaviours: Be customer focused:
Constantly improving our customer experience. Be human:
Acting with humanity and care. Be curious:
Thriving on learning, thinking beyond the obvious. Be inclusive:
Acting inclusively in diverse teams to achieve together. Be agile:
Working with trust, pace, and agility. Be accountable:
Championing the plan to deliver results and growth.
#J-18808-Ljbffr
