Toyou Service Experience Team Leader - Leeds, United Kingdom - ASDA

ASDA

Verified Company

Leeds, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Advert

About this Role

Asda toyou is the fastest growing Click & Collect and Return drop off parcel service in the UK operating in over 600 Asda stores.

We are looking to recruit a Service experience team leader to join this fast growing and focused team with all the benefits of working at Asda.

This role will be based in ToYou headoffice (Rochdale).

This position is a leadership role and will be accountable in leading the Service Experience Team, monitoring and influencing 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.

What the role entails

Responsible for ensuring parcels flow end to end ontime for collection and returns using vehicle tracking technology
Leadership and accountability of the Service Experience Team's performance, including monthly one to one's, rotas, absence and holiday management.
Recovering and resolving issues ensuring there is no customer impact and where impact unavoidable for clear communication to be sent in a timely manner.
Management and Escalation of noncompliance and performance across the end to end solution ensuring all SLA's are met
Subject matter expert, responsible for spotting trends and working with stores, depots and NSC for driving improvement
Developing training materials and training for the Service Experience Team from being a new starter to be a SME.
Responsible for ensuring parcels flow end to end ontime for collection and returns using vehicle tracking technology

Analytical approach required to complete 'running of the business' reports and compliance.

How you'll do it
Knowledge.

Analytical approach
Excellent customer service skills
Flexible leadership styles
A good working knowledge of Microsoft systems is preferable
An understanding of the ALS network and / or store operations would be helpful

Communicating and Influencing.

Leadership of the team
Coaching and Training of team members
Excellent communication and prioritisation skills
Engagement with the toyou network coordinators (TNC's) and NSC DM's to continuously focus on improving Service to Customers
Engagement with other business units across the business to support the performance and growth of toyou

Freedom to Think and Act.

The role requires a strong ability in problem solving
Accountable for 'out of hours' operational decision making and handover to the TNC's and the wider toyou team with clear and concise communications.

Experience

Whilst generally working days are Monday to Friday, there may be some requirement for some flexibility
Must have the ability to travel within our retail, logistics and client network

Who you'll work with

Retail colleagues
Spoke and Fulfilment centre colleagues
South Elmsall Management Team and Colleagues
George, Internal and 3rd party clients

- toyou Network Co-ordinators
- toyou Retail Operations Team

Client Relationship Team (internal and External)

Your Benefits

Alongside a competitive salary, you'll get lots of other great benefits too, including 10% off your Asda shopping, incentive schemes, a pension scheme, bonus scheme and discounts across a range of services and activities, from airport parking to theme parks and cinemas.