Service Experience Operations Manager
Location: Asda House, Leeds, United Kingdom
Employment Type: Full time, Permanent
Hours Per Week: 37.5
Salary: Competitive salary plus benefits
Category: Technical
Closing Date: 15 July 2025
About the Role:
The working locations will be based across our Leeds office, Asda House, and our Rochdale office. We are seeking a dedicated Service Experience Team Leader to join our Toyou team. You will manage a dynamic team, ensuring efficient service delivery, compliance with standards, achievement of KPIs and SLAs, and continuous quality and productivity improvements.
Key Responsibilities:
1. Leading and managing team leaders and colleagues in the Service Experience Team.
2. Ensuring all service levels are met across clients and colleague metrics.
3. Driving continuous improvement in customer outcomes, satisfaction, quality, and productivity through active service improvement plans.
4. Analyzing management information and taking corrective actions as needed.
5. Sharing insights and recommendations to improve NPS and other metrics with stakeholders.
6. Supporting team development and engagement, managing resource utilization effectively.
7. Coordinating inter-team training to foster collaboration.
8. Demonstrating leadership, commercial awareness, and alignment with company goals.
Candidate Specification:
* Strong interpersonal, motivational, and communication skills.
* Excellent organizational and planning abilities.
* Confident in influencing, persuading, and representing management perspectives.
* Proven results in individual and team management.
* Flexible, proactive, and adaptable to change.
* High proficiency in computer literacy and numeracy.
* Skilled in coaching and customer service improvement.
* Collaborative team-building mindset.
* Strong verbal communication skills.
* Analytical skills to generate options and data-backed solutions.
* Solution-oriented decision-making approach.
Additional Information:
Our hybrid working model involves a minimum of 3 days in the office per week, with additional requirements potentially involving visits to suppliers, stores, or depots.
Benefits include:
* Discretionary bonus
* Company pension (up to 7% matched)
* Company car allowance (£5,700)
* 15% store and online colleague discount
* Wellbeing services, employee assistance programs, and discounts across various services
* Inclusion networks and parental leave policies
We encourage colleagues to bring their true selves to work and be proud of being part of Asda.
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