Youre a key leader of an empowered language model office team - who have a continuous improvement mindset & own it for our customers. Youll 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. Youll 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. Youll 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, were 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 were 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
/01 Company Description
Were 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, youre free to be your true self without judgement, and channel your creativity into a platform used by millions.
But how are we showing up? Were 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.
/02 Job 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
/03 Additional Info
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
what our people say
what our people say
what our people say
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what our people say
what our people say
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what our people say
Meet The Team
Meet Christy Hill -
Operations @ ASOS
Meet Denise Finney -
Operations @ ASOS
Meet Ben Rubery -
Operations @ ASOS
Every single day I feel both supported and inspired! The constant flow of creativity within ASOS is contagious. It's cool to be encouraged to think outside the box.
I was initially drawn to ASOS as it is a reputable company with a culture that is unmatched. After joining ASOS I soon realised that just like the name, it was most definitely ‘As Seen On Screen’ – what you see is truly what you get. There are endless opportunities within the company with values embodying a culture of bringing your best self to work. I never feel as though I need to change to fit the status quo of the ‘corporate lifestyle’ but actually, I fit in more when I’m authentically being myself.
At ASOS I can bring my authentic self to work, you’re empowered to think different, innovate and do the things you love. ASOS is a fast paced, changing environment with fun at the heart of everything we do.
Christy Hill
Operations @ ASOS
Every single day I feel both supported and inspired! The constant flow of creativity within ASOS is contagious. It's cool to be encouraged to think outside the box.
Denise Finney
Operations @ ASOS
I was initially drawn to ASOS as it is a reputable company with a culture that is unmatched. After joining ASOS I soon realised that just like the name, it was most definitely ‘As Seen On Screen’ – what you see is truly what you get. There are endless opportunities within the company with values embodying a culture of bringing your best self to work. I never feel as though I need to change to fit the status quo of the ‘corporate lifestyle’ but actually, I fit in more when I’m authentically being myself.
Ben Rubery
Operations @ ASOS
At ASOS I can bring my authentic self to work, you’re empowered to think different, innovate and do the things you love. ASOS is a fast paced, changing environment with fun at the heart of everything we do.
our business values
our business values
our business values
our business values
our business values
our business values
our business values
our business values
our business values
our business values
our business values
our business values
our business values
our business values
our business values
our business values
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We are Customer First
We couldn’t be ASOS without our customers.
Across every behaviour, value, and all that we do, we see everything through our customers’ eyes. That means never taking anything for granted and always zeroing in on every single detail. So we can always bring our best as a team, and our customers can have an amazing experience, every time.
We are Authentic
We work together to be honest, transparent, and our full authentic selves.
This is our ASOS. Our culture, built on collaboration and togetherness, and supported by what’s real and honest. We know that we win bigger when we win as a diverse team. That means celebrating our differences and using them to help us stand out from the crowd, without losing our authenticity and individuality.
We are Brave
We challenge each other to aim high and reach our potential.
Doing nothing gets us nowhere. We may be proud of everything we’ve done so far, but there’s still so much more to explore. We believe we can always be wiser, faster, stronger, bigger, braver, kinder…so asking ‘why’ isn’t just a question, it’s a necessity. We use our voice to drive us forward, speaking up on the things our people and customers care about and using our curiosity to create possibility.
We are Creative
We know innovation leads to inspiration – it’s what makes us stronger
Change is in our DNA. By acting fast and staying one step ahead of the curve, we can be a leader, not a follower. But for our products and platform to be innovative, they have to be fuelled by creative passion and a deep understanding of our customers and our people.
We always Deliver
We couldn’t be excellent without evidence – so whatever we’re doing, we have proof of why we’re doing it.
It takes facts and data to tell our stories and help us make our decisions in the most effective way possible. This means we can do what we say and own what we do, no matter how long it takes us to do it. We aren’t about nonsense ifs, buts and maybes, we’re about creating an ASOS that’s built for future success on delivered success.
Our Benefits
Employee Discount
The most asked-about benefit! As an ASOSer, you’ll receive an exclusive employee discount. You can also nominate a family member or friend to share your discount with.
Pension
Retirement might not be on your mind right now, but it’s important to prep for it. We offer matched contributions up to 5% to help you save.
Private Medical Care scheme
If you join our Private Medical Care scheme, you’ll get fast and effective access to medical cover.
Bonus
What we achieve is always a team effort. That’s why we offer a discretionary bonus scheme which rewards you based on our group financial and strategic performance.
Celebratory Day!
Get an extra day off in addition to the 25 days of annual leave you get! Spend it celebrating the big days in life, whether it’s birthdays, cultural holidays, weddings and anything else.
Shuttlebus Service (if you're based in our Leavesden office)
It’s more of a work perk, but we offer a free shuttlebus between Watford station and our office in Leavesden.
Sample Sales
We’ve always got fun things happening in our offices, but the one ASOSers get most excited about is our sample sales. Plus, all proceeds from the sample sale get donated to the ASOS Foundation, which helps our charity partners abroad.
Career Development
You’ll get access to world-class development plans, courses and certificates to help you mould your career. You’ll also get access to our learning events ‘ASOS Develops’ and ‘Shape Your Career’ which give you the time and space to focus on developing those skills to excel your career.
Summer Hours
We finish at 3pm on Fridays in June, July and August!! This perk doesn’t mean a dip in your salary – it just gives you extra freedom to enjoy those summer weekends however you want.
Location
Our Leavesden office, Hertfordshire.
This is where our Customer Care and Operations teams do their amazing work – right next to the Harry Potter studios! Our Leavesden office has a subsidised canteen, free gym, beauty rooms, free on-site parking and a useful shuttlebus service to and from Watford station.