Job Title
Service Experience Team Leader
Location
G Connect Doc
Employment Type
Full time
Contract Type
Permanent
Hours Per Week
37.5
Salary
Competitive salary plus benefits.
Category
Technical
Closing Date
13 April 2025
About the Role:
Are you passionate about delivering efficient services and exceptional customer experiences? At ASDA, we are seeking a dedicated Service Experience Team Leader to join our Toyou team and make a meaningful impact. In this role, you will manage a dynamic team, ensuring the efficient delivery of services across one or more of our core business functions. Your leadership will ensure compliance with agreed standards, achieve key performance indicators (KPIs) and service level agreements (SLAs), and continuously improve quality and productivity.
Key Responsibilities:
* Oversee and allocate team members tasks, ensuring efficient resource management and seamless task switching where needed.
* Guarantee all work is cleared daily, maintaining agreed service levels and managing contact queues effectively.
* Ensure compliant daily management of work/contact queues, utilising resource sharing/load balancing to avoid overruns and ensure same-day completion without exceeding overtime expectations.
* Regularly analyse management information, including call and ticket systems and compliance to work standards, taking immediate corrective action where necessary.
* Monitor and inform Senior Management of any actual or emerging threats to meeting daily production goals, escalating unresolved issues early to prevent failures.
* Plan team capacity to maintain a well-trained, capable team able to manage expected volumes while supporting collective work completion.
* Manage team availability and utilisation efficiently to prevent resource constraints or underutilisation, escalating issues to Senior Management with proposed solutions.
* Coordinate and plan inter-team training to foster collaboration and enhance team skills.
* Drive continuous improvement in customer outcomes, satisfaction, quality, and productivity.
* Demonstrate leadership, commercial awareness, and alignment with company goals in all aspects of the role.
Specification:
We are looking for a motivated individual with:
* Strong interpersonal, motivational, and communication skills.
* Exceptional organisational and planning capabilities.
* The ability to influence, persuade, and represent a management perspective confidently.
* Proven skills in delivering results both individually and through effective team management.
* Flexibility to adapt to change and a proactive attitude toward work.
* High proficiency in computer literacy and numeracy.
* A talent for coaching and improving customer service skills.
* A team-building mindset that fosters collaboration across departmental teams.
* Strong verbal communication skills to deliver impactful messages to both individuals and teams.
* The ability to analyse issues, generate options, and propose data-backed solutions effectively.
* A productive, solution-oriented approach to decision-making in a busy environment.
Everything you'll love:
To ensure we balance moments where we know we need to collaborate together and the need for flexibility, Asda has a hybrid way of working with a minimum of 3 days a week in one of our Home Offices. Over and above this, each area of Asda may have additional requirements which may require spending more days in the office, visiting suppliers, stores or depots.
You will also get an excellent benefits package including:
* Discretionary company bonus.
* Company pension up to 7% matched.
* 15% colleague discount in store and online.
* Free access to wellbeing services such as Wagestream, 24/7 virtual GP, counselling, health and dental cash plans and a 24/7 employee assistance helpline, alongside discounts across a range of services and activities, from airport parking to theme parks and cinemas.
* Asda Allies Inclusion Networks – helping colleagues to make sure everybody is included and that our differences are recognised and celebrated.
* Excellent parental leave policies, including maternity & adoption leave, paternity leave, shared parental leave, neonatal care leave, and support for those doing fertility treatments.
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.
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