Our Stores are where we demonstrate our purpose face-to-face. If you share this objective and find fulfillment in enabling customers to bring their ideas and projects to life, this is the place for you. Joining our store teams means working in a co-creation environment where we live our company’s values and purpose together with 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 possible customer experience regarding centralized installation management—excluding cases covered by the multi-residence or integral renovation PRL model—as well as responding to customer requests originating from the national RCO or RCOs sent by stores concerning installation and transportation services for regional stores. **Key Responsibilities** ------------------------- **Customer-facing responsibilities** Responding to customer complaints received via RCO, whether at the central RCO level or from stores. Reception, tracking, and resolution. Coordination among customer/installer/carrier/store. First contact with the customer must occur within 24 hours; incident resolution must be completed within 48 hours. For complex incidents—or those dependent on merchandise arrival—daily status tracking will be conducted until resolution. Urgent cases must be handled immediately. Notifying customers of date changes due to scheduling errors or product unavailability in installation management. Charging for on-site extras for customers; handling calls or emails regarding customer extras and extensions while the installer is at the customer’s home. Actively listening to the customer’s voice to establish priorities and improvement plans. Direct contact with the installer at the customer’s home. **Responsibilities related to measurement and installation management** Managing regional centralization email and phone inquiries to address needs from customers, stores, or regional installers. Reviewing Field Service dashboards: non-scheduled, unsigned, or orders dated prior to today. Checking for overlapping installations. Requesting quotes from installers. **Responsibilities related to installers** Training installers on tool usage, communication, and providing support for operational questions or management issues. Maintaining up-to-date installer calendars. Managing installer documentation. Assigning upcoming measurement and installation tasks to installers one week in advance. Requesting quotes. Requesting measurements and installations scheduled before today. Managing billing and payments to installers or measurers. Executing manual payments and charging installers for execution errors or damaged goods. Contacting installers to track status, progress, and completion of pending incidents. **Responsibilities related to stores** Training store staff on regional centralization and RCO operations. Liaising with each store’s Installation Leader for potential manual payments or incident resolutions. Processing manual payments. Coordinating with store logistics for timely merchandise shipments and addressing home delivery transport incidents. Collaborating with stores on incidents that cannot be resolved through centralization. Managing VAD incidents. **Responsibilities related to incident management** Tracking incident origins and categorizing them to address root causes and prevent recurrence. Re-scheduling installations due to date errors or product shortages. Creating SVOs—including appointments and product replacements—and tracking them to resolution. Monitoring incidents where appointments have been scheduled for resolution and closure. Providing information to the EGI team for complaint responses. **Responsibilities related to quality and after-sales service** Product replacements or direct exchanges following installation due to hidden defects. Coordination with SATs. ### **What We Offer** #### **Our Purpose** At Leroy Merlin, our purpose 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 firmly believe 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 diverse initiatives—including renovation and adaptation projects, donations, solidarity products, corporate volunteering, and our "Dignified Homes" Grant Program—we contribute to building a better world and society. #### **Benefit! As a Leroy Merlin Employee** As a Leroy Merlin Spain employee, you’ll have access to over 70 benefits and advantages, grouped into six categories—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, nursery assistance, meal vouchers, and various discounts with major commercial partners, among others. You’ll receive a fixed salary plus participation in company results and profits. #### **Grow!** Train and grow within a multinational company! You’ll enjoy an excellent work environment and 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 code of commitment promoted by the Foundation for Diversity and supported by the Ministry of Health, Social Policy and Equality. This reaffirms our commitment to respecting the right to inclusion for all people and recognizing the benefits offered 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 every area 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 don’t recognize 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
