Operations Support Lead - 9 month FTC

Posted 17 July by ASOS Featured

Op Support Lead

Day shifts

Monday to Sunday shifts anywhere between 6am and midnight

About the team:

Operations Support works as a conduit between Customer Care and the wider business for issue and incident management. The team is 24x7 and aims to keep operations across all sites in the know with the latest updates on any issues or incidents which may be impacting our advisors or customers.

Through tracking and reporting on issues impacting the operation, the Ops Support team acts as the voice of Customer Care to drive change and in turn improve the customer journey and customer care advisor experience!

Success is:

  • Working in the background, ensuring all issues are managed with minimal disruptions to the Operation
  • Ensuring the customer is not impacted by any issues or disruptions at any time, thinking creatively to solve issues before they become evident to our customers
  • Proactively communicating with Operations and our customers as necessary
  • Using the data to pick up trends quickly so they can be dealt with quickly before they become issues

The Role:

  • Responsible for managing on-shift issues, ensuring any issues impacting operations, our advisors and customers are identified and rectified as soon as possible. The issue may be cascaded from other parts of the business, escalated from Operations or identified through data
  • Responsible for validating the issue, understanding the impact and investigating the root cause through data and analysis, and speaking with stakeholders across the business
  • Responsible for ensuring the relevant teams are connecting and working towards resolving the issue at hand and communicating out to the Operations with any progress
  • Responsible for logging and following the issue until resolution
  • Responsible for monitoring the different API feeds into the CRM tool and identifying any exceptions to the norm so they can be managed to avoid escalations

Necessary experience:

  • Good knowledge of contact centre operations, and an understanding of why customer service is so important
  • Experience of working with stakeholders at all levels across the business
  • Can demonstrate being a self-starter, flexible and able to adapt to changing circumstances
  • Ability to analyse data and articulate insights confidently to provide recommendations and next steps backed with data and evidence

Desired Experience:

  • Ability to identify and articulate the impact (people, process and technology) of any changes to the operation

Responsibilities:

  • Working closely with the Technology, Logistics, Marketing, Buying & Merchandising and Delivery Solution Teams to ensure that systems are up and working, orders go out correctly and are delivered on time. Working to identify if something has gone wrong, and supporting any issue to resolution
  • Ensuring that all contacts from advisors or other internal teams are captured and routed to the correct teams and individuals to support quick, easy and positive resolution for our customers
  • Optimising the functionality available within our systems to ensure we are routing all incoming queries correctly and efficiently
  • Checking that all live feed data loads run correctly and are available to support customer query resolution and effective management of the operation
  • Making the most of opportunities to resolve queries proactively, prioritising issue resolutions where the most customers are impacted
  • Supporting the Implementation team after deployments of new functionality
  • Escalating and co-ordinating technology impacting incidents and working with operational stakeholders to roll out mitigating continuity opportunities to ensure that customer impact is minimal
  • Carrying out root cause analysis and identifying trends that are pain points for our customers at any stage of the customer journey. Working with the right department either within Customer Care or wider ASOS to resolve
  • Collating and distributing customer-impacting issues to the correct business areas, and ensure that they are resolved in a timely fashion

Reference: 35649021

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