- Work closely with the relevant business stakeholder(s), to scope and estimate enhancement requests (Problem Records, small business improvements / enhancements) to support the Screwfix multi-channel estate. - Generate business cases and cost benefit analyses and assist with the management of benefits delivery through the lifecycle.- Co-ordinate work and priorities, working closely with project managers, developers, QA testers and the business.- Specify and capture requirements, determining priorities & needs, and documenting in accordance with standards.- Manage and maintain iterative planning cycles following Agile methodology principles - 2 week iterations, daily stand-ups, stories and retrospectives.- Design and map business processes.- Design and specify potential solutions to business problems, working with the solutions / technical architects.- Assist with the selection of external vendors (product and service providers).- Effective communication and stakeholder management throughout the lifecycle.- Work closely with KITS Problem Management to manage the Problem Record stack, in order to complete systems fixes for business and customer benefit.- Project manage minor projects, liaising with the Screwfix business, KITS and 3rd party vendors. Successful rollout of Contactless and Apple Pay payment methods across the Trade Counter estate (450+ stores).- Undertake project planning and resourcing and the compilation of project documentation.- Build and maintain relationships with Screwfix business departments and KITS Service Delivery Managers.- Maintain awareness of IT and industry trends and benchmarks.

- Work closely with the relevant business stakeholder to scope & estimate enhancement requests (Business Improvement Requests - BIRs), including putting together a business case & cost benefit analysis- Co-ordinate BIR’s & priorities, working closely with Business Analysts & Project Managers- Specify & capture requirements, determining priorities & needs - Design & map business processes- Design & specify potential solutions to business problems, working with the Architects- Use of Enterprise Architect v7.1 for process mapping / modelling

- Assist the Programme Manager in co-ordinating the Business Change programme - Focal point for all programme & project information & documentation - Assist with financial controls, software licencing, raising & receipting purchase orders using CODA - Use, regulate & administer working tools Rally & the Wiki - Liaise with Business Analysts & Users to review incoming Business Improvement Requests & Business As Usual issues; agree prioritisation - Liaise with Business Analysts to collate Feasibility & Analysis studies for the production of the monthly Programme Steering presentation for the Board - Use of Agile techniques - Collate Business Change project management progress reports & prepare programme reports & presentations, up to Board level - Work with the Programme Manager to ensure that project governance controls are simple to use & are monitored - Support the Programme Manager in general administrative tasks for the Business Change department

- Assist the Development Manager in managing business change into the Contact Centre operations - Assist & support the Development Manager & Development Assistants in tasks & research for projects focused on Business improvement & change (including data capture, analysis & facilitating the Contact Centre Systems Issues log) - Carry out process reviews / modelling to make recommendations for improvements, considering cost and business benefits (including data capture, analysis, trials, roll-out & post implementation reviews) - Administrate the trial, review, recommendation & implementation of a new Customer Service team structure to the Contact Centre floor - Assist & support the seconded Development Administrator in the tasks listed above - Liaise with all areas of the business, from Agent to Directorial level - Other tasks as Development Administrator

- Research, write, produce & edit illustrated process manuals, maps & documents for Contact Centre operations (including the New Starters Training Manuals) - Produce confidential policy documents for the Head of Customer Operations, Board of Directors & parent company Kingfisher - Facilitate projects for Contact Centre Business Continuity (including disaster recovery, systems recovery & risk management processes) - Use of Microsoft Office (including Word, Visio, Outlook, Project, Excel, Power Point & Photo Editor) - Use of Triaster Process Navigator (Mapping & Analyst editions), supporting the Business Change team in producing & publishing process maps on to the Business Intranet site. - Use of Adobe Acrobat 6.0

- Capturing sales orders & managing customer enquiries- Resolving escalated customer issues- Deputising for Team Leaders in their absence- Training Sponsor for new recruits, assisting the Contact Centre Training team (including time seconded as a Trainer)

- Manage store in Managers’ absence- Support Managers on a daily basis- Cash office & administrative duties- Managing the stationery department (incl. staff, merchandising & ordering)- Sales & customer service duties- Stock room duties- Daily news duties

- Stock room duties- Cash office & administrative duties- Daily news duties