ASOS is one of the UK's top fashion and beauty destinations, expanding globally at a rapid pace. Our values are to be authentic, brave and creative, and we live and breathe these in everything we do.
Customer Care makes up almost one third of ASOS's ever expanding workforce. We're here to love our customers in the right language, through the right channel at the right time 24 hours a day, 7 days a week.
We believe our customers deserve exceptional service at all times. They are at the heart of everything we do, which means that we try to get things right first time, every time.
We're 24/7, truly global and well on our way to becoming an omnichannel Contact Centre. We're a passionate, friendly bunch and thrive in our ever-changing business.
•\tWe were voted number one in LinkedIn's 'Top Companies to work for, 2018' list
•\t95% of our customer interactions are through digital channels
•\tWe have over 150 teams in Customer Care, creating a lot of opportunities
Working hours: 37.5 hours Monday -Sunday between 6:00am and Midnight on a varied shift rota pattern.
Location: Leavesden, North Watford, WD25 7GR
Direct Reports: Yes
Leading a team of Customer Care Advisors. You will also work closely with other teams within Customer Care including Transformation, Real Time, Profit Protection and Customer Experience.
Coaching and developing your team to ensure they take ownership and use their judgement to make real time decisions and changes that are in line with the business objectives and priorities
Ensuring customers queries are answered with the aim of a first time resolution and are responded to within our agreed response time ensuring the best Customer Care experience is given
To achieve KPI's whilst maintaining excellent quality
Work with our Implementation Team to support testing new and existing Customer Care processes
Setting clear objectives and conduct weekly quality checks on your teams work and manage the feedback process to aid Advisor development and improve service on a continuous basis
Conduct and document effective monthly and annual performance reviews with your team
Review and understand key Customer Care reports and be able to feedback key messages from this to your team
Carry out return to work interviews after sickness absence
Conduct first stage disciplinary meetings with People Team (HR) support as necessary but focus on regular quality intervention to minimise the need
Facilitate regular meetings with your team to ensure that they are aware of Department and business priorities
Monitor and sign off overtime worked by your team
We'd love to meet, someone with...
Proven Team Leader experience gained in a people management capacity
Demonstrable experience of managing multiple workflows to a set of targeted KPI's
Knowledge of HR processes to include the handling of disciplinaries, grievances, investigations and return to work.
Performance and quality management experience
Used to working in a high volume, fast paced, ever changing environment
Self-motivated, flexible and able to adapt to changing circumstances
Strong customer focus and willingness to promote service excellence within the team
Ability to recognise when an issue is escalating and act on this in an appropriate way
Excellent written and verbal communication skills with the ability to communicate well with staff at all levels
Constructive approach to giving feedback and ideas to improve the customer experience
Generous salary, bonus and pension matching
Great development programmes
Amazing offices and great culture
25 days holiday plus one extra day for your birthday
Huge staff discount and regular sample sales
Life Insurance, medical care ect
And tons more...