Contact Centre Manager - Nights | Watford | ASOS Careers

The role: Contact Centre Manager - Nights

Location: Leavesden, North Watford

Working hours: 8pm - 7am, 4 nights on and 4 nights off

Reporting to the Head of Customer Operations, you would be a key member of the contact centre operations teams; inspiring, motivating and developing people to deliver outstanding 1:1 customer care. You will coach and develop your direct reports, support them to do the same with theirs and ensure this approach flows down through the organisation. Your first priority is quality customer satisfaction, but you will balance this with the need to run a truly efficient operation and to be constantly seeking opportunities to add value to ASOS operationally.

Scale of the role:

Ultimately responsible for large scale teams of Hertfordshire (Watford) and London based advisors dealing on a 1:1 basis with customer enquiries coming through a wide variety of contact channels. Advisors and their Team Leaders work on a shift basis to cover contacts 24x7 365 days a year. Team numbers vary based on customer demand but you will be expected to manage up c.6 direct reports (Performance Managers) who will in turn manage up to 7 direct reports (Team Leaders) who will themselves be responsible for up to 10 customer care advisors.

Key responsibilities:

Responsible for line and performance management of the operation in resolving customer enquiries and escalations and evaluating our business results and identifying opportunities for improvement and growth.

• Quality and customer satisfaction measures are achieved, evaluated using your information management systems experience and constantly improved.
• Empowering teams to take ownership and use their judgement to provide personalised responses to resolve enquiries as quickly as possible and in a way that appropriately balances the needs of all stakeholders
• 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
• The Operation adds value to ASOS by ensuring the customer voice is captured in a way that can be clearly communicated to the organisation to drive improvements and loyalty
• Development and succession plans are in place and executable at any point to ensure no breaks in consistency or support available.
• Innovative thinking to drive up productivity levels and customer satisfaction in new ways and ensuring ASOS stays current with new technologies and social media developments to match our customers preferred method of contact.
• As a member of the Customer Care leadership team you will also be responsible for working collaboratively to ensure that all areas of Customer Care are working effectively, supporting colleagues where necessary.
• You will represent your area as well of those of your colleagues in the Customer Care management team as appropriate in meetings with other teams across ASOS

Key attributes:

• HAVING A PASSION FOR OUR CUSTOMERS: making the customer the deciding factor for success
• STRATEGIC AND EVALUATIVE:constantly reviewing our results and output with an excellent understanding of driving success using data and statistics
• ENERGISING FOR ACTION: creating an environment that inspires those around us
• LEADING THE WAY: creating a compelling and defining vision and goals, providing a personal example for people to follow
• INFLUENCING OTHERS: communicating with impact and effectiveness, actively listening to understand and adapt where necessary
• EMBRACING CHANGE: leading or supporting change - being flexible and adaptable, rising to the challenge and focussing on the opportunities rather than the barriers
• DELIVERING A WINNING PERFORMANCE: making the tough decisions needed to succeed in all we do and having the courage to honestly communicate those decisions
• PEOPLE DEVELOPMENT: empowering others to make informed decisions in confidence and with support, mentoring, coaching and developing your teams to a high performing standard

Customer Care is a 24x7 operation, 365 days a year so you will understand that you may be expected to flex days and time of day, especially during in peak trading; the hours are a 37.5 shift pattern across a 6 am to midnight pattern, (Monday to Sunday).

What we are looking for: The attributes above clearly outlines our expectations of this role, so if you can demonstrate the leadership skills sought and importantly have well-established senior management experience in a large scale customer contact centre operation - ideally with international exposure, then please apply with your current CV and a covering letter with the details of your current package - we look forward to hearing from you!