Customer Service Experience Team Leader - Rochdale - Asda Logistics Services

Rochdale, Greater Manchester
17 Oct 2018
26 Oct 2018
Job Type
Full Time
Customer Service Experience Team Leader - Rochdale - toyou - Asda Logistics Services

About the role:

The Customer should always remain at the heart of what we do and at the forefront of your decision making. The timeliness of deliveries for collections and returns is critical to enabling the customer experience, to exceed their expectations and always provide industry leading service using the bespoke technology within our solution.

Your key role will be to lead the Service Experience Team, monitor and influence the flow of customer parcels through our network, liaising with our third party partners and internal business units to ensure a seamless service is delivered, ensuring key stakeholders are informed and engaged at all times.

The Ins and Outs:
  • Leadership and accountability of the Service Experience Team’s performance, including monthly one to ones, rotas, absence and holiday management
  • Phone call and email quality coaching of the Service Experience colleagues
  • Recovering and resolving issues ensuring there is no customer impact
  • Engagement with the toyou network coordinators (TNC’s) and National Sort Centre team to continuously focus on improving Service to Customers
  • Management and Escalation of non-compliance and performance across the end to end solution ensuring all SLA’s are met
  • Subject matter expert, responsible for developing training materials and training of super users
  • Responsible for ensuring parcels flow end to end on-time for collection and returns using vehicle tracking technology
  • Accountable for ‘out of hours’ operational decision making and handover to the TNC’s and the wider toyou team with clear and concise communications
  • ‘Out of hours’ point of contact for Clients and Operational teams
  • Analytical approach required to complete ‘running of the business’ reports and compliance
  • Spotting and acting on opportunities for lowering costs across the network (LCOM)
  • Must be flexible to work any 5 from 7 days per week, over 24 hours and have the ability to travel within our retail, logistics and client network
  • What you’ll need:
  • People Management skills
  • Coaching skills
  • Training experience
  • Problem solving ability
  • Excellent communication and prioritisation skills
  • Excellent customer service skills
  • Analytical approach
  • Flexible leadership styles
  • Driving License
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