Operations Manager - Customer Care - 12 month FTC
Location
Watford, Hertfordshire | United Kingdom
Job description
We’re ASOS, the online retailer for fashion lovers all around the world.
We exist to give our customers the confidence to be whoever they want to be, and that goes for our people too. At ASOS, you’re free to be your true self without judgement, and channel your creativity into a platform used by millions.
But how are we showing up? We’re proud members of Inclusive Companies, are Disability Confident Committed and have signed the Business in the Community Race at Work Charter and we placed 8th in the Inclusive Top 50 Companies Employer list.
Everyone needs some help showing up as their best self. Let our Talent team know if you need any adjustments throughout the process in whatever way works best for you.
Job Description
About the Role
As Operations Manager for our Language Teams, you will drive the best possible operational performance through a team of up to 8 Team Leaders across customer care and complaints, to ensure that our customers receive a consistently high level of service across all channels and markets. Through effective change and people leadership, you will help develop our Leavesden location into a Centre of Customer Excellence. You and your teams will be dedicated to creating a customer first culture, resolving queries first time, every time and in turn delighting our ASOS customers.
About the Team
At ASOS, we are committed to delivering amazing products and fashion inspiration to our customers globally. Occasionally, our customers’ needs a little help with this and that is where our Customer Operations team come in. Whenever our customers need our help, we are there for them- whether that is to help them track an order, offer advice about a product or help them get shopping. Quite simply, we’re always focused on providing exceptional service to our customers.
As a team, we speak multiple languages and are constantly pioneering new channels to ensure this happens. We believe in empowering our people and work together to continually develop and improve the customer experience.
The Details
- Be accountable for the Operational KPIs, including First Contact Resolution, Customer Satisfaction, Quality and Productivity.
- Contribute to the CC strategy by acquiring and maintaining a broad ASOS understanding, commercial awareness and external market knowledge.
- Lead change whilst understanding the risks and benefits of the change agenda.
- Ensure that change is embedded, and that impact is measured and managed through inspirational leadership and working closely with the wider CC leadership teams.
- Identify and drive Continuous Improvement, and encourage this mindset across your teams.
- Collaborate in broader change efforts, initiatives and projects, building partnerships with other teams such as Customer Change, Planning, People Experience (HR), Customer Experience and MI, as well teams based in our head office.
- Create a high-performance culture, holding your teams to account for their results, coaching effectively, developing key talent, and empowering others to create self-managing teams
- Be accountable for the consistent delivery of the people experience across your teams, including reward, recognition, engagement, attendance and retention
- Collaborate with the Head of Customer Operations and other Operations Managers, own and drive the delivery of the talent plan for the operation, including talent identification, succession planning and technical skills development
- Drive a culture of professionalism, respect, and inclusion, where every ASOSer feels able to live their purpose and be their best self
- Support our culture by championing Diversity, Equity & Inclusion strategies.
You will also oversee and manage the complaints function and strategy whilst:
- Providing insights on complaints root cause to key stakeholders to drive continuous improvement and reduce complaints volumes,
- Using complaints data to identify improvement opportunities and work collaboratively with key stakeholders,
- Understanding current UK and EU legislation and the impact that this has on complaint handling, and making quick and effective decisions to support resolution in line with these legislations,
- Escalating complaints that pose a risk to brand reputation and to de-escalate these quickly and effectively,
- Acting as a key point of contact for both internal and external stakeholders in relation to complaints received across the business.
Qualifications
About You
- Proven experience working as an Operations Manager in a large scale contact centre environment
- Experience with people management and excellent stakeholder engagement
- Track record of delivering high team and process performance against multiple KPIs
- Experience in delivering change that has led to an improvement in customer or advisor experience, and cost efficiencies
- An understanding of continuous improvement methods
- The ability to handle and interpret large amounts of operational data to make recommendations
- The ability to flex your management style to drive performance across teams with varying levels of experience and capability
- A strategic and analytical mindset
- An ability to work at pace with a problem-solving orientation, and the ability to manage competing priorities
Additional Information
BeneFITS’
- Employee discount (hello ASOS discount!)
- ASOS Develops (personal development opportunities across the business)
- Employee sample sales
- Access to a huge range of LinkedIn learning materials
- 25 days paid annual leave + an extra celebration day for a special moment
- Discretionary bonus scheme
- Private medical care scheme
- Flexible benefits allowance - which you can choose to take as extra cash, or use towards other benefits
Why take our word for it? Search #InsideASOS on our socials to see what life at ASOS is like.
Job tags
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