29 days ago
  • Level Senior
  • Professions Customer Services Manager
  • Type Full Time
  • Location London, United Kingdom

Description

Our customers are at the heart of everything we do, which means that we try to get things right for them first time, every time. We're 24/7, we're multi-channel and we're truly global. All of this means that we strive to make our customer's journey with us something we're proud of. We're an energetic, friendly bunch and we thrive in our ever-changing business. Whether we're reviewing orders, making sure customers are protected when they shop with us or whether it's having a chat with a customer seeking that perfect outfit, we enjoy being a part of the ASOS journey and being a part of its success.
The Role
  • Lead and manage a team of Customer Care Advisors to ensure that customers receive a continuous high level of service across all channels and markets.
  • Work well with others to deliver a high performing team across all operational objectives.
  • Communicate clearly and concisely and is actively engaging within their team as well as with wider teams.
  • Understand and use performance information, including productivity, quality, CSAT and adherence reports to monitor performance both historic and in real time; using this information to identify development opportunities and set actions to help improve the customer experience.
Responsibilities As a Customer Care Core Team Leader you will:
  • Develop your team to deliver exceptional service at all times through coaching and performance management. Identifying opportunities to support and improve performance through improvement or development plans.
  • Understand and use all performance information, including productivity, quality, CSAT and adherence reports to monitor performance both historic and in real time; using this information to identify development opportunities and set actions to help improve the customer experience.
  • Use the balance scorecards to support advisors in balancing both quality of responses and time to resolution.
  • Ensure your team is kept up to date through regular communication and validate that messages have landed as intended.
  • Carry out ER meetings in alignment with documented people processes.
  • Conduct and effectively document all monthly and annual performance reviews with your team.
  • Act as an escalation point for your team on unresolved customer issues.
  • Deliver strong organisation & time management, prioritising tasks, completing within agreed timelines.
  • Identify issues and trends impacting customer operations. Work with your PM and relevant stakeholders to resolve and/or escalate.
  • Implement strong diplomacy skills, ensuring you are approachable and able to inspire & motivate your team, but still implement management instructions.
Required Experience
  • Native or Fluent in the language of the role you are applying to
  • Leadership, supervision and management of a team.
  • Working within a customer facing environment.
  • Ability to work in a high volume, fast paced, ever changing environment.
  • Proven ability to multi-task a number of sometimes conflicting priorities.
Desired Experience
  • Previous experience of working as a Team Leader in a Contact Centre environment.
  • Experience of managing HR issues effectively.

Closing Date

21st April 2019

People who have worked with ASOS