Query SELECT `session_id` FROM `user_session_data_storage` WHERE `session_id` = ? : 
Statement could not be executed (HY000 - 145 - Table './db05/user_session_data_storage' is marked as crashed and should be repaired)
Query INSERT INTO `user_session_data_storage` SET `last_activity` = NOW(), `session_id` = ? : 
Statement could not be executed (HY000 - 145 - Table './db05/user_session_data_storage' is marked as crashed and should be repaired)
Customer Care Team Leader - Nights. Job in Hemel Hempstead , United Kingdom in Asos.com. Nelest.com
Home  |  Contact  |  About Us
|   Register  |  Sign In

Customer Care Team Leader - Nights

col-narrow-left   

Job ID:

22915

Location:

Hemel Hempstead 

Job function:

Business Development, Sales
col-narrow-right   

Posted:

03.10.2016

Employment Type:

Full time

Industry:

Retail, Tech / Software
col-wide   

Title:

Customer Care Team Leader - Nights

Job Description:

It goes without saying our customers mean the world to us. That's why we try our best to get it right for each one, first time, every time. But, of course, they need to know we're here for them if they ever need help, advice, support, and sometimes, just a chat!

We're on-hand 24/7. From email to social media, we're on-hand to offer care to all our customers from around the globe. From reviewing orders to making sure customers are protected when they shop with us, it's about making the whole customer journey as seamless as it can be.

As a team, we're energetic and we embrace change. In fact, we seek it. We have to so that we can support the incredible rate of business growth.

The role

Leading a team of Customer Care Advisors. You will also work closely with other teams within Customer Care including Knowledge & Optimisation, Real Time, Profit Protection and Customer Experience.

Responsibilities include but are not limited to:

  • Coaching and developing your team to ensure they take ownership and use their judgement to make real time decisions and changes that are in line with the business objectives and priorities
  • Ensuring customers queries are answered with the aim of a first time resolution and are responded to within our agreed response time
  • To ensure the best Customer Care experience is given to all customers
  • To achieve KPI's whilst maintaining excellent quality
  • You will work with your colleagues across Customer Care to identify and highlight trends in any customer queries
  • Work closely with our Customer Care Knowledge & Optimisation Team ensuring your team efficiently handle translation requests for advisor & customer FAQ's and training and process documents
  • Work with our Implementation Team to support testing new and existing Customer Care processes
  • Drive on-going language support for our outsource centre to quality monitor advisor responses and CSAT results
  • Setting clear objectives and ensuring appropriate levels of engagement, feedback and development to continuously improve individuals contribution within the context of their existing job role
  • Conduct weekly quality checks on your teams work and manage the feedback process to aid Advisor development and improve service on a continuous basis
  • Review and understand key Customer Care reports and be able to feedback key messages from this to your team
  • Conduct and document effective monthly and annual performance reviews with your team
  • Carry out return to work interviews after sickness absence
  • Conduct first stage disciplinary meetings with People Team (HR) support as necessary but focus on regular quality intervention to minimise the need
  • Facilitate regular meetings with your team to ensure that they are aware of Department and business priorities
  • Monitor and sign off overtime worked by your team
    • Act as an escalation point for your team on unresolved customer issues and flag business and potentially contentious issues to senior management
    • Ensure all relevant legislations, regulation and policies are complied with
  • In particular ensure that the handling of all customer contacts are DPA and PCI compliant and that customer care decisions comply with consumer laws
    • Responding to requests from the Real Time team reallocate resources where necessary and address productivity concerns
    • Contribute to the development of the Customer Care department, fully participate in management meetings and provide open and honest feedback to the Customer Care Leadership team about opportunities and support required
    • Any other activities or responsibilities as reasonably set out by the Customer Care Leadership Team.

Job Requirements:

Essential Experience

  • Proven Team Leader experience gained in a people management capacity within a contact centre environment
  • Demonstrable experience of managing multiple workflows to a set of targeted KPI's
  • Performance and quality management experience
  • Used to working in a high volume, fast paced, ever changing environment
  • Proven ability to multi-task a number of sometimes conflicting priorities
  • Key Skills

  • Strong knowledge of the variety of technologies and channels used at the customer interface
  • Operational understanding of a contact centre environment and strong commercial awareness
  • Passion for working as part of a team
  • Proven people management skills with the ability to lead and motivate your team and act as a role model at all times
  • Self-motivated, flexible and able to adapt to changing circumstances
  • Strong customer focus and willingness to promote service excellence within the team
  • Ability to recognise when an issue is escalating and act on this in an appropriate way
  • Excellent written and verbal communication skills with the ability to communicate well with staff at all levels
  • Good time management and organisational skills
  • Ability to make the right decisions under pressure
  • Professional and committed approach to work
  • Constructive approach to giving feedback and ideas to improve the customer experience
  • We really love hearing from you but before applying please ask yourself the following


    Company Info
    Asos.com

    London, United Kingdom

    Phone:
    Web Site: www.asos.com

    Company Profile

    Company Info


    Asos.com
    London, United Kingdom
    Phone:
    Web Site: www.asos.com

    Customer Care Team Leader - Nights

    col-narrow-left   

    Job ID:

    22915

    Location:

    Hemel Hempstead 

    Job function:

    Business Development, Sales
    col-narrow-right   

    Posted:

    03.10.2016

    Employment Type:

    Full time

    Industry:

    Retail, Tech / Software
    col-wide   

    Title:

    Customer Care Team Leader - Nights

    Job Description:

    It goes without saying our customers mean the world to us. That's why we try our best to get it right for each one, first time, every time. But, of course, they need to know we're here for them if they ever need help, advice, support, and sometimes, just a chat!

    We're on-hand 24/7. From email to social media, we're on-hand to offer care to all our customers from around the globe. From reviewing orders to making sure customers are protected when they shop with us, it's about making the whole customer journey as seamless as it can be.

    As a team, we're energetic and we embrace change. In fact, we seek it. We have to so that we can support the incredible rate of business growth.

    The role

    Leading a team of Customer Care Advisors. You will also work closely with other teams within Customer Care including Knowledge & Optimisation, Real Time, Profit Protection and Customer Experience.

    Responsibilities include but are not limited to:

    • Coaching and developing your team to ensure they take ownership and use their judgement to make real time decisions and changes that are in line with the business objectives and priorities
    • Ensuring customers queries are answered with the aim of a first time resolution and are responded to within our agreed response time
    • To ensure the best Customer Care experience is given to all customers
    • To achieve KPI's whilst maintaining excellent quality
    • You will work with your colleagues across Customer Care to identify and highlight trends in any customer queries
    • Work closely with our Customer Care Knowledge & Optimisation Team ensuring your team efficiently handle translation requests for advisor & customer FAQ's and training and process documents
    • Work with our Implementation Team to support testing new and existing Customer Care processes
    • Drive on-going language support for our outsource centre to quality monitor advisor responses and CSAT results
    • Setting clear objectives and ensuring appropriate levels of engagement, feedback and development to continuously improve individuals contribution within the context of their existing job role
    • Conduct weekly quality checks on your teams work and manage the feedback process to aid Advisor development and improve service on a continuous basis
    • Review and understand key Customer Care reports and be able to feedback key messages from this to your team
    • Conduct and document effective monthly and annual performance reviews with your team
    • Carry out return to work interviews after sickness absence
    • Conduct first stage disciplinary meetings with People Team (HR) support as necessary but focus on regular quality intervention to minimise the need
    • Facilitate regular meetings with your team to ensure that they are aware of Department and business priorities
    • Monitor and sign off overtime worked by your team
      • Act as an escalation point for your team on unresolved customer issues and flag business and potentially contentious issues to senior management
      • Ensure all relevant legislations, regulation and policies are complied with
    • In particular ensure that the handling of all customer contacts are DPA and PCI compliant and that customer care decisions comply with consumer laws
      • Responding to requests from the Real Time team reallocate resources where necessary and address productivity concerns
      • Contribute to the development of the Customer Care department, fully participate in management meetings and provide open and honest feedback to the Customer Care Leadership team about opportunities and support required
      • Any other activities or responsibilities as reasonably set out by the Customer Care Leadership Team.

    Job Requirements:

    Essential Experience

  • Proven Team Leader experience gained in a people management capacity within a contact centre environment
  • Demonstrable experience of managing multiple workflows to a set of targeted KPI's
  • Performance and quality management experience
  • Used to working in a high volume, fast paced, ever changing environment
  • Proven ability to multi-task a number of sometimes conflicting priorities
  • Key Skills

  • Strong knowledge of the variety of technologies and channels used at the customer interface
  • Operational understanding of a contact centre environment and strong commercial awareness
  • Passion for working as part of a team
  • Proven people management skills with the ability to lead and motivate your team and act as a role model at all times
  • Self-motivated, flexible and able to adapt to changing circumstances
  • Strong customer focus and willingness to promote service excellence within the team
  • Ability to recognise when an issue is escalating and act on this in an appropriate way
  • Excellent written and verbal communication skills with the ability to communicate well with staff at all levels
  • Good time management and organisational skills
  • Ability to make the right decisions under pressure
  • Professional and committed approach to work
  • Constructive approach to giving feedback and ideas to improve the customer experience
  • We really love hearing from you but before applying please ask yourself the following

    Copyright © 2016 NELEST.COM All rights reserved