Customer Care Improvement Advisor

Job description

The Role -Customer Care Improvement Advisor

Hemel Hempstead

ASOS is a unique and forward thinking organisation which understands how great process, data and outstanding customer service drives its business forward. Our approach is to gain competitive advantage and efficiency through the deep understanding of our customers’ activities and our business functions. To achieve this we operate a world class Business customer care operation 24/7; this new role will be part of a model team who will identify opportunities for improvement, analyse issues and work cross functionally with our Customer Care operational teams to deliver constant improvement.

The role - a brief summary:

To spot trends and areas for development or training - and initiate training ideas and process improvements

Gather feedback, working closely with the Team Leaders to understand how behaviours and team issues impact on delivery of optimum performance

Analyse the blockers to improvement and identify issues with systems and process - and find practical and commercial solutions

Be a 'Super Advisor’ - delivering outstanding results to show what 'best in class’ looks like and then cascade learnings to inspire others to the achieve same levels of excellence

Work cross-functionally within Customer Care and the wider business to bring to life the findings and solutions

Your experience:

Proven experience in a customer service role with responsibility for standards and best practice behaviours

Able to demonstrate ability to multi-task conflicting (and often multiple) priorities

Used to working in a high volume, fast paced and ever changing commercial environment

Have evidence of continuous achievement of kpis in your current role

Show us your ability to spot trends and raise and influence stakeholders

Your Skills & attributes

Operational understanding of a contract centre desirable

Strong analytical ability - focused on providing feedback and data

Self-motivated, Self-aware, Flexible and adaptable to a changing platform

Outstanding written and verbal communication skills at all levels

Can make right decisions under pressure

Professional, committed and well organised