Address
SalaryJob Title
Customer Support Team Leader
Location
Asda House
Employment Type
Full time
Contract Type
Fixed Term (Fixed Term)
Hours Per Week
37.5
Salary
Competitive salary plus benefits.
Category
Non Technical
Closing Date
14 April 2024 “Everything about Asda”
We are a values-led organisation. As such we encourage everyone to be open and honest. We work creatively and collaboratively, valuing everyone’s input.
Our collaborative culture, the size of our business and our belief in the empowerment of the individual means opportunities at Asda are abundant.
We conduct £300m worth of transactions every week. Our website handles over 2 million transactions a month. We have more than 145,000 dedicated Asda colleagues ensuring that our customers are at the heart of everything we do.
“Everything you’ll love”
- Minimum 24 days annual leave per year plus 8 bank holidays – Making sure you take time for your self and switch off
- 4 weekly pay – which means you get an extra payday a year
- Digital GP and Wellbeing sessions – Asda genuinely cares so we create a culture where our people can perform at their best, the physical health and mental wellbeing of all our people is very important to us
- Discount off your shopping at Asda and George - with extra discounts running throughout the year – really makes a difference, saving the colleagues an average of £700 a year
- Career development and apprenticeship and graduate schemes - we want our colleagues to excel and grow with our business. (Link to grad scheme on Asda page) Free city centre parking – you can also use it outside working hours
Plus, much more!
“That’s more like it”
“Find your role”
We are recruiting for a Customer Support Team Leader on a 6 Month FTC.
As a Team Leader, you will be responsible for managing a team of colleagues, providing clear and concise direction, support and guidance to the team through effective coaching, leadership and setting of SMART objectives. You will manage performance through regular, effective reviews, addressing performance issues according to Asda performance management procedures.
Your role
- Lead and inspire a team of colleagues to deliver excellent levels of individual/team performance and customer satisfaction - working closely with the team, motivating and coaching them
- Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs
- Ensure training and development plans are maintained for all colleagues
- Support the Operations Manager to highlight operational risks and areas for improvement
- Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
- Work with peer group to identify and deliver positive change and business efficiencies
- Glean insight from the data presented to showcase trends, and/or areas of opportunity
"Let's find out about you”
- You will have a proven record of delivering excellent customer service and have worked within a team environment.
- Retail experience would be advantageous but not essential.
- Previous experience within an escalation customer complaint environment.
- The role requires a customer focused mentality with extensive experience of working in customer complaints environment.
- You will use your autonomy to make sound decisions, effectively serving the customer through a positive outlook and 'win/win' attitude.
- A sound knowledge of all areas of the business is essential.
- Strong people skills – engaging, communicating and mentoring team to succeed.
- Stakeholder management – effectively communicate with multiple business areas, challenging appropriately.
- Demonstrates an ability to spot process improvement opportunities.
- Analytical mindset - with the ability to interpret data and make informed decisions.
- Leadership experience.
“Find your everything at Asda” - bringing brighter living within everyone’s reach.
We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join Asda.
Work Where it Works
Our hybrid way of working gives you the choice to work where it works. This enables you to chose where you’ll be the most effective. It offers a mix of working from home and in an office environment that works best for you and your team.
You will also get an excellent benefits package including;-
Discretionary company bonus- Company pension up to 7% matched
- 10% colleague discount, free parking and many additional rewards.
We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves
