Customer Care Graduate Scheme | Hertfordshire Published: 05/06/2017


Job Description

Customer Care Graduate Scheme


Where is it based: Watford, Hertfordshire


The hours: Shift patterns across Monday-Sunday (6am-midnight)


Our Customer Care graduates will go on a journey throughout Customer Care, working with all the departments that make the function spin round! The graduate programme will be a 'rotation' around the three main pillars of Customer Care; including Transformation, Service Delivery and Planning and Operations. From this exposure, our Graduates will proactively work with key stakeholders across ASOS and will be able to play a part in the running of a successful and commercial contact centre.


We are looking to recruit outstanding graduates with some established experience in the workplace - either during uni, as a placement or post-grad. As a growing business we have fantastic opportunities across Customer Care - to optimise your career opportunities you will demonstrate personal drive and commercial thinking as well of course as loving our customers!


What you’ll be doing:


  • Conduct and document effective weekly, monthly and annual performance reviews with your team
  • Review and analyse key Customer Care reports-be able to identify strengths and development areas to share with your team and from this set measurable actions
  • Setting clear actions and ensure there are appropriate levels of engagement and feedback to continuously improve our employees performance in their existing roles
  • Engage and motivate your team throughout the shift and share business/ team performance updates in a pre-shift brief
  • Document and maintain a library of business processes and policies for all business areas within Customer Care and identify efficiency gains
  • Use analytical approaches from various methods to identify cost saving opportunities and highlighting customer blockers to the department and wider business
  • Highlight changes, based on our roadmaps and strategic goals, to drive continuous improvement, while validating these changes via reporting and ensuring appropriate change management sign off is followed
  • Support in implementing technical changes to our Customer Care systems, ensuring the changes are to improve both the advisor and customer experience
  • Support with the delivery of training and development of Customer Care globally - including new starter training, recurrent/on-going training, channel specific and specialist functions
  • Be restlessly innovative - creatively updating training material, keeping it fresh and energised and looking for new ways to deliver training based on skills families and in line with competencies
  • Support the training team in ensuring training material is up to date and reflects new policy and process changes. Champion the customer and suggest new policy and process changes while taking into account Customer Experience, Advisor Experience and business benefits
  • Supporting the Forecasting and Scheduling Manager to effectively delivery customer service levels
  • Monitor contact queues and service times in real time and adjust employee resource accordingly
  • Create and maintain shifts and schedules for Customer Care advisors and teams
  • Support with the forecast planning and tactical resource modelling for future resource planning
  • Collate insights into customer issues and feedback to stakeholders within the business to improve the customer journey
  • Support with issues that may occur for customers or teams within Customer Care
  • Work with customer, advisor feedback and MI to proactively identify opportunities for improvement to drive customer satisfaction, productivity and First Contact Response improvements and protecting the business from risk


We’d love you if you have.....

  • Passion for working as part of a team and can work on your own initiative
  • Excellent communication skills, especially verbal, with the ability to communicate effectively with all levels of our teams
  • Experience of using analytical skills to problem solve, identify solutions and be able to interpret data trends
  • Self-motivated, flexible and able to adapt to changing circumstances
  • Strong customer focus and willingness to promote service excellence within the team
  • Excellent time management and organisational skills
  • Ability to make the decisions under pressure
  • Attention to detail
  • Experience of building strong working relationships
  • Drive and ambition to succeed
  • Competent user of Microsoft Word, Powerpoint, Excel


What’s in it for you…


  • Huge' staff discount and regular sample sales
  • Generous salary, bonus and pension matching
  • Great development programmes
  • Amazing offices and great culture
  • 25 days holiday one extra day for your birthday!
  • Subsidised restaurant
  • Transport from local stations
  • Life Insurance, medical care
  • And tons more…


Customer Care at ASOS



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