Jobs Asos – Customer Care Team Leader In Watford

Overview

Position Title: Customer Care Team Leader

Company: ASOS.com

Location: Watford, UK

Job Description:

You’re a key leader of an empowered model office team – who have a continuous improvement mindset & own it for our customers. You’ll be responsible for coaching and driving performance in a live environment, creating value for our customers and ASOS, whilst delivering first contact resolution. You’ll help identify areas of improvement through coaching and feedback, to deliver a high performing team across all Operational KPIs with the aim to drive a customer-obsessed culture. You’ll be looking for ways to improve your team performance and personal development by engaging in regular reviews with the support from your Operations Manager. The way you’re behaving incorporates an understanding of our Leadership Skills and ASOS Values – Authentic, Brave, Creative and Disciplined. Your core role will help deliver the Customer Care strategy, but in addition to that you will also support it through organising a combination of online and offline testing of new processes & initiatives before roll-out.

Responsibilities:

• Working collaboratively with stakeholders, identifying and sharing trends to help continuously improve ASOS customer experience
• Managing your own development and supporting others to maximise team potential
• Driving a high-performance culture within your team and peer group, through role modelling and effective performance management
• Supporting CC digital care global roll out by supporting the learning and testing of new processes, technologies and initiatives
• Responsible for the day-to-day management of a team of EN Model Office Advisors
• Empowering and coaching advisors to deliver a customer experience that we’re proud of
• Using performance data to identify areas for improvement, diagnose root causes of under-performance, identifying action to improve customer experience
• Required to support with other reasonable requests in line with the business needs
• Communicating clearly and concisely, tailoring messages appropriately, validating that they have landed as intended in your team
• Responsible for the delivery of your team’s KPI’s, such as CRR and tNPS

Requirements:

• Organisational and time management skills, who can prioritise tasks and complete work on time
• Clear and concise communication to customers and colleagues
• Ability to multi-task several and sometimes conflicting priorities
• Experience collaborating effectively to continually improve customer and advisor experiences
• Passion, drive & a customer-obsessed mindset
• A passion to want to be an ambassador for the ASOS brand, positively applying to our values and behaviours
• Experience of leading a team in a Customer Service environment
• Approachable leadership skills who builds a relationship of trust
• Confidence to work towards targets in a high pressure environment with a good attention to detail
• The flexibility to work shifts which change on a weekly basis (including some weekends and/or evenings)
• The Ability to work in a fast paced, ever changing environment
• Experience of coaching a team to be able to deliver against performance metrics
• Experience managing HR issues effectively.
• Flexibility, a self-starter mindset and ability to adapt to changing circumstances