Our Stores are where we demonstrate our purpose face-to-face. If you share this objective and your satisfaction lies in enabling customers to bring their ideas and projects to life, this is the place for you. Joining our store team means working in a co-creation environment where we live our company values and purpose alongside our customers. Will you join us? We introduce you to it here in this video That’s why we need you as a **Regional Centralization Services Advisor**, to carry out activities ensuring the best customer experience regarding centralized installation management—excluding cases covered by the multi-residence or integral renovation PRL model—as well as responding to customer requirements originating from the national RCO or RCO requests sent by stores concerning installation and transportation services for regional stores. **Key Responsibilities** ------------------------- **Customer Service-Related** Responding to customer complaints received via RCO, whether at the central RCO level or through stores. Receiving, tracking, and resolving them. Coordinating between customers, installers, carriers, and stores. First contact with the customer must occur within 24 hours; resolution of incidents must be completed within 48 hours. For complex incidents or those dependent on goods arrival, daily status tracking will be performed until resolution. Urgent incidents must be handled immediately. Notifying customers of date changes due to scheduling errors or product unavailability in installation management. Charging for on-site extras at customer homes; handling calls or emails regarding customer extras and expansions while the installer is at the customer’s home. Actively listening to the customer voice to define priorities and improvement plans. Direct contact with the installer at the customer’s home. **Measurement and Installation Management-Related** Managing regional centralization emails and calls to address needs from customers, stores, or regional installers. Reviewing Field Service dashboards: Unscheduled jobs, unsigned jobs, orders dated prior to today. Checking for installation schedule overlaps. Requesting quotes from installers. **Installer-Related** Training installers on tool usage, communication protocols, and providing support for operational questions or management issues. Maintaining an up-to-date installer calendar. Managing installer documentation. Sending upcoming measurement and installation assignments to installers one week in advance. Requesting quotes. Requesting measurements and installations scheduled prior to today. Managing billing and payments to installers or measurers. Executing manual payments and charging installers for execution errors or merchandise damage. Contacting installers to monitor status, progress, and completion of pending incidents. **Store-Related** Training store staff on regional centralization and RCO operations. Liaising with each store’s Installation Leader for potential manual payments or incident resolutions. Executing manual payments. Coordinating with store logistics teams regarding timely merchandise shipments and home-delivery transportation incidents. Collaborating with stores on incidents that cannot be resolved centrally. Managing VAD incidents. **Incident Management-Related** Tracking incident origins and classifying them to address root causes and prevent recurrence. Rescheduling installations due to date errors or product unavailability. Creating SVOs with appointments and product replacements, tracking them until resolution. Monitoring incidents where appointments have been scheduled for resolution and closure. Providing information to the EGI team for complaint responses. **Quality and After-Sales-Related** Product replacements or direct exchanges post-installation due to hidden defects. Managing interactions with SATs. ### **What We Offer?** #### **Our Purpose** At Leroy Merlin, we have a purpose that gives meaning to who we are and everything we do—a guiding principle representing our commitment to you and to the planet. Everything we offer aims to inspire you to create better living environments. Because we’re certain of one thing: if we commit to it, changing the world is within our hands—and yours. Social Action is one of Leroy Merlin Spain’s fundamental pillars, adding value not only to our company but also to the community. Through various initiatives—including renovation and refurbishment projects, donations, solidarity products, corporate volunteering, and our "Dignified Homes" Grant Program—we contribute to building a better world and society. #### **Enjoy Benefits! As a Leroy Merlin Employee** As a Leroy Merlin Spain employee, you’ll have access to over 70 benefits and advantages, categorized into six groups—all designed to deliver the best possible experience as part of this great team. You’ll also benefit from Leroy Merlin’s Flexible Compensation and Benefits Policy, including opportunities to become a company shareholder, health insurance, childcare support, meal vouchers, and diverse discounts with major commercial partners, among others. You’ll receive a fixed salary plus participation in company results and profits. #### **Grow Your Career!** Train and develop yourself within a multinational company! You’ll find an excellent work environment and enjoy autonomy to decide and act, participating in decision-making and cross-functional projects. ##### **A Place for Everyone** Diversity Management is a core pillar of our corporate philosophy. It is therefore included in our Diversity Charter—a commitment code promoted by the Foundation for Diversity and supported by Spain’s Ministry of Health, Social Policy and Equality. This reaffirms our commitment to respecting the right to inclusion for all individuals and recognizing the benefits brought by cultural, demographic, and social diversity. Leroy Merlin España, S.L.U. declares its commitment to establishing and developing policies that integrate gender equality without any form of discrimination, as well as promoting and supporting measures to achieve effective equality within our organization. We uphold the principle of gender equality across all areas of our activity and within the framework of our Organization’s Social Responsibility. If you want to pursue the work you love, our door is open to you. Here, we recognize no barriers. **YOUR TALENT HAS NO LIMITS** If you’d like to learn more about our Purpose, values, initiatives, and current job openings, please visit our Corporate Employment Website: Leroy Merlin Spain. **CHANGING OUR WORLD IS IN OUR HANDS!**
David Muñoz
Indeed · HR
David Muñoz
Indeed · HR
