Proactive Support Team Leader

Want to play your part in growing a new service line, delivering real value to customers in a business with millions of transactions every day?

Look no further – This role is all about driving a seamless customer experience for Asda customers – leading the efforts to proactively identify opportunities and manage communication/resolution when things aren’t quite right with our customers shopping experience

Your Role  

This position sits within Omnichannel Customer Support and is responsible for driving the operational delivery of service and issue resolution within our customer retention and loyalty programme. Driving positive business change through leading, supporting, directing and developing a team with a focus on contact handling efficiency and customer rescue.

In this exciting new role, you’ll stay close to the customer needs, helping the team to provide an essential service to our external customers. You’ll pro-actively review and implement new processes to improve control, service, financial accuracy or efficiency within the team, all with the objective of delivering best in class customer experience.

Key responsibilities will include; managing the daily workflow to ensure all service levels are achieved and ‘blockers to success’ highlighted, managing colleague adherence and absence in their team through timely delivery of HR policies and monitoring the team’s performance to ensure both collective and individual development needs are identified, and specific and relevant coaching and development plans are delivered.

About You 

• The role requires a customer focused mentality ideally with previous experience of leading a team in Customer Retention environment.
• An appetite to coach and support a team of individuals to allow them to make sound decisions, effectively serving the customer through a positive outlook
• You will achieve results through being pro-active and forward-thinking and sharing information back to the business.
• Able to communicate at a senior level with diplomacy, creditability and confidence.
• Evidence taking an autonomous approach, thinking creatively as you help to deliver strategic goals, using your experience and guided by broader principles and guidance from the senior leadership team

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 a benefit 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.