Process & Procedures Administrator - Support Centre

Location Birmingham
Salary: £26-30k dependant on experience
Job ref: 087336
Published: 17 days ago


As a Process & Procedures administrator you will be responsible for creating, reviewing, and optimizing our operational processes and procedures, with a strong focus on operational efficiencies and customer service excellence. Ensuring Store operations are easy to follow and help our colleagues provide outstanding service to our customers.

About Us

Fancy developing your career with the UK’s fastest growing builders’ merchant? We’re on the lookout for enthusiastic and ambitious individuals with a ‘can do’ attitude to help us serve the nation’s tradespeople.

We won’t pretend it’s not hard work and at times a challenging environment however you’ll be working with some great people and in return we offer a first-class rewards package.

We’re growing year-on-year with no signs of slowing down. With new branches opening their doors nationwide, this is your chance to be a part of our exciting journey and build your career with Selco.

We pride ourselves on being an equal opportunities employer and are committed to creating a work environment that is diverse, inclusive and welcoming to all. Our aim is for Selco colleagues to be a true representation of all sections of society. We are committed to the Health and Safety of our Colleagues being our top priority.

Key Responsibilities

Process Creation and Review:

  • Regularly review and update existing processes to ensure they meet current business needs and industry standards.
  • Develop, document, and implement new operational processes and procedures.
  • Collaborate with Support centre departments to gather information and insights for process improvement.
  • Implement best practices

Operational Efficiency:

  • Identify areas for operational improvements & efficiency that are aligned with Selco’s Strategic goals
  • Analyse tasks and recommend process enhancements to reduce costs and improve productivity.
  • Monitor the effectiveness of implemented changes and adjust as necessary.
  • Subject matter expert in store operations

Customer Service Focus:

  • Ensure that all processes and procedures are customer-centric, aiming to enhance the customer experience.
  • Work closely with the Store Operations (Store Network) to understand customer needs and feedback.

Documentation and Training:

  • Create comprehensive process documentation & briefing documents for colleagues.
  • Conduct training/briefing sessions to ensure colleagues are prepared for the change in procedures.
  • Brief Store Operations teams on pending projects.
  • Brief the Operational Change Steering group on processes and procedures that have been reviewed
  • Maintain an up-to-date repository of all store Operation process and procedure documents (Including Warehouse repository)

Compliance and Standards:

  • Ensure all processes comply with legal requirements and are aligned with Grafton group policies.
  • Regularly audit processes to ensure adherence to standards and identify areas for improvement.

Forward-Thinking Initiatives:

  • Stay updated with industry trends and advancements to propose innovative solutions.
  • Participate in projects aimed at digital transformation and modernisation of store operations.
  • Foster a culture of continuous improvement and forward-thinking within the organisation.

Carry out any other duties that may be required to support the needs of the business.

Skills & Experience

  • Proven experience in process creation, review, and optimisation, preferably within a builder’s merchant or related industry.
  • Strong analytical and problem-solving skills.
  • Excellent written and verbal communication skills.
  • Ability to work collaboratively with cross-functional teams.
  • Strong attention to detail and organizational skills.
  • Experience in training and development of staff.
  • Innovative and forward-thinking approach to operational improvements.


  • Free health cash plan, making it easy for you and your family to get the healthcare you need and claim back the costs.
  • Profit Based bonus scheme, up to £175 per month.
  • Discounts and offers at thousands of retailers, cinemas, restaurants, amusement parks and gyms.
  • Generous staff discount on all products sold in store.
  • Competitive company pension scheme.
  • Cycle to work scheme.
  • Holiday Buying.
  • Free life assurance.
  • Share save scheme.
  • Support through relevant Apprenticeship scheme