Job Description

We're looking for a Technical Assurance Manager to join our team.

You'll ensure all Wickes installation orders and products comply with all installation processes, procedures, and adhere to manufacturer guidelines, British Standards, and all legal and Health & Safety regulations. Identify training needs and develop training materials that keep Wickes at the forefront of industry best practices and legislative compliance.

What you'll be doing:

Evaluate new and existing Wickes Kitchen and Bathroom products to confirm they meet all installation requirements, focusing on health and safety. Mitigate poor workmanship and business risk (financial/reputational) by sharing findings with key stakeholders.
Lead a Technical QA framework that reports on product failures and costs. Share findings and recommendations with theCommercial and QA teams that support supplier discussions, whether that's product/instruction development or supplier rebates for remedial works.
Proactively generate department wide communication and training material relating to product updates, technical libraries, new product launches, and impending product changes. Use AI tools (Gemini) to assist in personalising the content based on each department's specific requirements and existing knowledge.
Review, update, and ensure customer Terms and Conditions are robust and fully aligned with Installation processes. Utilise the T&Cs to constantly develop supporting warranty procedures that create fairness when reviewing customer claims.
Lead department monitoring and updates for changes to relevant legislation, British Standards, and industry body regulations (e.g., Gas Safe, NICEIC) for Kitchen and Bathroom installations.
Collaborate with the Wickes Stay Safe team to ensure relevant Installation Health & Safety policies are in place, underpinning a comprehensive Risk Register and Health and Safety committee.
Champion the Voice of the Customer by analysing the end-to-end customer journey, converting key insights into actionable improvements, and embedding a customer-centric focus across Installations to achieve customer excellence.
Lead investigations on critical product failures, using data and customer complaints to identify the root cause and determine remedial actions, engaging key stakeholders and suppliers to implement necessary product changes to mitigate business risk.
Drive positive individual performance and personal development for the Installation Standards Specialist through regular coaching, objective setting, and the identification of career growth opportunities.

What we're looking for:

Ideally you'll have a qualification or certification in Engineering, Construction Management, or a related technical field and a qualification or certification in project management, e.g. PRINCE2, PMP.
You'll have project experience, you are adept at taking ownership of your own work streams and can
demonstrate flexibility when required. We are also looking for the following
Proven experience in a technical management role within the retail, installation, or home improvement industry.
Hands-on experience in managing end-to-end installation or construction processes and working with contractors.
Strong track record in improving technical processes, compliance frameworks, and service delivery
standards. Managing and influencing third-party suppliers. Strong interpersonal and communication skills, including effective listening, to build strong working relationships quickly.
Effective communication and interpersonal skills, with the ability to influence stakeholders at all levels. Proven ability to manage demands and relationships with stakeholders and third party suppliers.
Ability to assess and mitigate business risks.
Demonstrated ability to develop and deliver successful blended training programs.
Manages and prioritises workload effectively, deciding on the best course of action.
Ability to balance technical needs with customer-centric service
delivery.
A minimum of two years of experience in the technical review of products and installations is
required.
Deep understanding of technical installation processes within the home improvement sector, e.g. kitchens, bathrooms.
Knowledge of compliance, quality standards, and regulations, e.g. building codes, health and safety
legislation.
Understanding of customer service principles and customer satisfaction metrics, operating procedures and processes.

What can we offer you?

You'll be supported with fantastic learning and development and have the opportunity to grow and develop your career with us. We also have an early careers network to support you if you're in your first few years of your career.
We'll also equip you with a benefits package that includes:
Competitive bonus
Save-as-you-earn scheme
Private Medical and Life Assurance
Enhanced contributory pension scheme
Colleague discount
Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle to work scheme
Our widely recognised wellbeing strategy is something we're proud of at Wickes. As part of this, we offer a range of health and wellbeing benefits and support, including an Employee Assistance Programme, financial education & loans, and access to parental, menopause and fertility support.
You'll work from our Support Centre in Watford, where our XXXX team are based, along with our other support functions. We recognise the value of bringing our teams together to collaborate, support each other and build on our amazing culture. We are also encouraging our teams to work flexibly, with a blend of remote / office working.

About Us:

Wickes is a multi-channel retailer operating in the home improvement market. With 50 years in industry, Wickes now generates revenue in excess of 1.6bn across 230 stores delivered by 8,000+ colleagues.
But it is the Wickes' culture that is considered its best kept secret; it's a collaborative, down to earth, fun and inclusive environment where people feel part of a winning team. All our colleagues come from different backgrounds, but what we all have in common is a determination to succeed and a passion for being the best we can be. If that sounds like you, we'll make you feel right at home.

Please contact us here if you require any adjustments within the application process. If you require any reasonable adjustments at the interview stage you will have an opportunity to inform us when we invite you to interview. Please note, this link is only for reasonable adjustments required - general enquiries, or direct CV applications cannot be accepted via this form