Language Model Office Team Leader- IT

Company Description

We’re ASOS, the online retailer for fashion lovers all around the world. 

We exist to give our customers the confidence to be whoever they want to be, and that goes for our people too. At ASOS, you’re free to be your true self without judgement, and channel your creativity into a platform used by millions. 

But how are we showing up? We’re proud members of Inclusive Companies, are Disability Confident Committed and have signed the Business in the Community Race at Work Charter and we placed 8th in the Inclusive Top 50 Companies Employer list.  

Everyone needs some help showing up as their best self. Let our Talent team know if you need any adjustments throughout the process in whatever way works best for you.

Job Description

You’re a key leader of an empowered language model office team - who have a continuous improvement mindset & own it for our customers. You’ll be responsible for coaching and driving performance in a live environment, creating value for our customers and ASOS, whilst delivering first contact resolution & personalised offerings. You’ll help identify areas of improvement through coaching and feedback, to deliver a high performing team across all Operational KPIs with the aim to drive a customer-obsessed culture. You’ll be looking for ways to improve your team performance and personal development by engaging in regular reviews with the support from your Deputy Operations Manager. The way you're behaving incorporates an understanding of our Leadership Skills and ASOS Values - Authentic, Brave, Creative and Deliver. Your core role will help deliver the Customer Care strategy, but in addition to that, you will also support it through organising a combination of online and offline testing of new processes & initiatives before roll-out.

At ASOS, we are committed to delivering amazing products and fashion inspiration to our customers globally. Occasionally, our customers’ needs a little help with this and that is where our Customer Operations team come in. Whenever our customers need our help, we are there for them- whether that is to help them track an order, offer advice about a product, or help them get shopping. Quite simply, we’re customer obsessed, always delivering a customer care experience we can be proud of and our customers deserve. As a team, we speak multiple languages and operate in a live environment doing the best for our customers - resolving their queries first time. We believe in empowering our people and working together as a team to continually develop and improve the experience for customers.

The Details 

• Responsible for the day-to-day management of a team of Language Model Office Advisors (Italian speaking)
• Empowering and coaching advisors to deliver a customer experience that we’re proud of
• Communicating clearly and concisely, tailoring messages appropriately, validating that they have landed as intended in your team
• Using performance data to identify areas for improvement, diagnose root causes of under-performance, identifying action to improve customer experience
• Benchmarking your team against the wider business and identify top and bottom performance in reporting, ask open questions to establish root cause, agree action/goals and track progress.
• Commercially aware, understanding the context in which ASOS makes business decisions, your team balance the needs of our customers and ASOS, recognising opportunities to drive profitability including personalised offering.
• Creating a culture where your team identify & escalate insight. Quantify & qualify scale, recommend solutions through the appropriate forum.
• Creating a culture where your team are evidently engaged, they actively participate, with constructive and thoughtful communication with proposed solutions to potential problems including supporting other functions.
• Managing your own development and supporting others to maximise team potential
• Working collaboratively with stakeholders, identifying, and sharing trends to help continuously improve ASOS customer experience                                                   
• Required to support with other reasonable requests in line with the business needs

Qualifications

About You  

• Fluency in your Primary Language and in spoken and written English
• Experience of leading a team in a Customer Service environment
• Ability to multi-task several and sometimes conflicting priorities
• Clear and concise communication to customers and colleagues
• Experience of coaching a team to be able to deliver against performance metrics
• Approachable leadership skills who builds a relationship of trust
• Experience managing HR issues effectively
• The Ability to work in a fast paced, ever changing environment
• Experience collaborating effectively to continually improve customer and advisor experiences
• Organisational and time management skills, who can prioritise tasks and complete work on time
• Passion, drive & a customer-obsessed mindset
• Confidence to work towards targets in a high-pressure environment with a good attention to detail
• Flexibility, a self-starter mindset and ability to adapt to changing circumstances
• A passion to want to be an ambassador for the ASOS brand, positively applying to our values and behaviours

Additional Information

BeneFITS’ 

• Employee discount (hello ASOS discount!) 
• ASOS Develops (personal development opportunities across the business) 
• Employee sample sales  
• Access to a huge range of LinkedIn learning materials 
• 25 days paid annual leave + an extra celebration day for a special moment 
• Discretionary bonus scheme  
• Private medical care scheme 
• Flexible benefits allowance - which you can choose to take as extra cash, or use towards other benefits