Shared Services Lead (Contact Centre)

Do you have a strong Shared Services background, with the ability to work across large teams to embed a new Service Management Framework?

Your Role  

Our brand new Service Management Team has been created to drive the successful design and implementation of the Service Delivery Model within the functional area of Asda Business Services.  Specifically, our Customer Services/Customer Contact Centre area.

Asda Business Services is an innovative area of business growth and development, supporting Asda to deliver it’s strategic objectives.

Customer Contact Centre (or, Omnichannel Customer Support) is one area of the ABS function delivering value for Asda and it’s customers, and we are embarking on a journey to implement Service Management across the board – so it’s the perfect time to help us shape this aspect of our Service Model and leave your mark on the way we do business.

The Service Management Delivery Lead role ensures the successful implementation and ongoing use of the Service Delivery Model within the functional area of Asda Business Services. The role holder will work with the functional service delivery model leader and leadership teams in implementing the services and the required delivery and management capabilities (people, process and technology) that are needed to operate and provide the services effectively. 

About You 

• Sound understanding of the Service Management Framework e.g. service definitions, process documentation, service agreements & measurement, service charging mechanism, interaction models, workflows, escalation models, governance etc 
• Experience of process improvement techniques
• Ability to communicate with stakeholders in a clear and concise manner.
• Ability to influence stakeholders to deliver the Service Delivery model.
• Proven customer service orientation and continuous improvement mindset 

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.