Contact Centre / Call Centre Team Leader – Global Business Services – Shared Services - Payment and Fraud Team Leader

About the role;

Asda is part of the Wal-Mart family – the largest retailer in the world. Here in the UK we’re one of the ‘Big 4’ supermarkets and renowned for our ‘Every Day Low Prices’ and ‘Asda Personality’.

Our Contact Centre business is constantly evolving, and the only constant is change itself! We have over 35 sites across the UK and we handle approx 7 million customer contacts each year throughout our entire estate of Customer Service teams.

Our Contact Centre is a welcoming and supportive environment, designed to make your working life easier. Our colleagues are our point of difference. We do things the ‘Asda way’; so we’ve made the Contact Centre an enjoyable, comfortable and invigorating place to work. Saying thank you for a job well done and celebrating both individual and team successes is a simple way to engage our colleagues and recognise a job well done.

Working closely with the Service Operations Manager – the role holder will drive the operational delivery of customer service and quality in our Leeds contact centre through leading, supporting, directing and developing a team of customer service colleagues.

The Ins and Outs;

Team Management – including general coaching and development, performance management, dealing with difficult and sensitive issues

Managing day to day team operations, as well as championing and developing a culture of change and process improvements

Daily comms and engagement with internal key stakeholders with a focus on-line services for Home Shopping and George

Day to day management of the Payment & Fraud (P&F) queues around refunds, e-vouchers, fraud, general payment issues, exception management.

Ability to identify issues within the queue management, and in turn escalate, complete investigations and work through to support fixes through to resolution

Improving the overall customer experience through our Quality Framework

Delivering the numbers – ensuring the team meet and exceed delivery of key SLA’s

Attendance of regular performance management meetings

Self-starter, being proactive and forward thinking

What you’ll need;

Previous experience of a fast paced contact centre/call centre preferred

P&F experience

Ability to communicate, engage and at times challenge our internal customers particularly our on-line proposition

A good solid analytical background, supported with great technology and system skills

The P&F team, operate between 6am and midnight 7 days a week. The successful candidate will need to have a flexible approach to working hours and weekend shifts

Team leader or general leadership and people management experience

Passionate about quality of customer service delivery

Excellent verbal and written communication skills

Ability to analyse information and propose sol

A great team player, willing to create a positive and fun culture whilst having the ability to drive and improve individual colleague performances as well as the overall team’s performance

The role will involve weekend and evening work / cover / flexible working patterns