Customer Care Team Leader Italian (Days) | Watford | ASOS Careers

14 Sep 2017
12 Oct 2017
Contract Type

Customer Care Team Leader - Italian

Where is it based: Leavesden, North Watford

The hours: Different rotated shifts between 6am and Midnight Monday - Sunday

What's in it for you...
  • Generous salary, bonus and pension matching
  • Great development programmes
  • Amazing offices and great culture
  • 25 days holiday plus one extra day for your birthday
  • Subsidised canteen
  • Huge staff discount and regular sample sales
  • Life Insurance, medical care ect
  • And tons more...

We'd love to meet, someone with...
  • Experience managing a team
  • Knowledge of HR processes to include the handling of disciplinaries, grievances, investigations, 121's and return to work
  • Performance and quality management experience
  • Coaching and development skills
  • Used to working in a high volume, fast-paced, ever changing environment
  • Excellent written and verbal communication skills with the ability to communicate well with staff at all levels
  • Constructive approach to giving feedback and ideas to improve the customer experience

What you'll be doing...

Leading a team of Language Customer Care Advisors. You will also work closely with other teams within Customer Care including Transformation, Real Time, Profit Protection and Customer Experience.
  • Coaching and developing your team to ensure they take ownership and use their judgement to make decisions that are in line with the business objectives and priorities
  • Ensuring customers queries are answered with the aim of a first-time resolution and are responded to within our agreed response time ensuring the best Customer Care experience is given
  • Work with our Implementation Team to support testing new and existing Customer Care processes
  • Setting clear objectives and conduct weekly quality checks on your teams work and manage the feedback process to aid Advisor development and improve service on a continuous basis
  • Conduct and document effective monthly and annual performance reviews with your team
  • Review and understand key Customer Care reports and be able to feedback key messages from this to your team
  • Carry out return to work interviews after sickness absence
  • Conduct first stage disciplinary meetings with People Team (HR) support as necessary but focus on regular quality intervention
  • Facilitate regular meetings with your team to ensure that they are aware of Department and business priorities
  • Monitor and sign off overtime worked by your team