CLOSING DATE

15 July 2025

About the Role:The working locations for this role will be based across our Leeds office, Asda House, and our Rochdale office.Are you passionate about delivering efficient services and exceptional customer experiences? At ASDA, we are seeking a dedicated Service Experience Team Leader to join our Toyou team and make a meaningful impact. In this role, you will manage a dynamic team, ensuring the efficient delivery of services across one or more of our core business functions. Your leadership will ensure compliance with agreed standards, achieve key performance indicators (KPIs) and service level agreements (SLAs), and continuously improve quality and productivity.Key Responsibilities:

• Leading and managing Team leaders and colleagues in the Service Experience Team, ensuring efficient resource management and seamless task switching where needed
• Ensure all service levels are met across all our clients and colleague metrics
• Have a clear active Service Improvement plan to drive continuous improvement in customer outcomes, satisfaction, quality, and productivity.
• Regularly analyse management information, including call and ticket systems and compliance to work standards, taking immediate corrective action where necessary.
• Analyse data to drive NPS forward ensuring your finding and recommendations are shared with key stakeholders around the business
• Ensure team is multiskilled, supported in their development and drives high level of engagement
• Manage team availability and utilisation efficiently to prevent resource constraints or underutilisation, escalating issues to Senior Management with proposed solutions.
• Coordinate and plan inter-team training to foster collaboration and enhance team skills.
• Demonstrate leadership, commercial awareness, and alignment with company goals in all aspects of the role.

Specification:We are looking for a motivated individual with:

• Strong interpersonal, motivational, and communication skills.
• Exceptional organisational and planning capabilities.
• The ability to influence, persuade, and represent a management perspective confidently
• Proven skills in delivering results both individually and through effective team management.
• Flexibility to adapt to change and a proactive attitude toward work.
• High proficiency in computer literacy and numeracy
• A talent for coaching and improving customer service skills.
• A team-building mindset that fosters collaboration across departmental teams
• Strong verbal communication skills to deliver impactful messages to both individuals and teams.
• The ability to analyse issues, generate options, and propose data-backed solutions effectively
• A productive, solution-oriented approach to decision-making in a busy environment.

• Leading and managing Team leaders and colleagues in the Service Experience Team, ensuring efficient resource management and seamless task switching where needed
• Ensure all service levels are met across all our clients and colleague metrics
• Have a clear active Service Improvement plan to drive continuous improvement in customer outcomes, satisfaction, quality, and productivity.
• Regularly analyse management information, including call and ticket systems and compliance to work standards, taking immediate corrective action where necessary.
• Analyse data to drive NPS forward ensuring your finding and recommendations are shared with key stakeholders around the business
• Ensure team is multiskilled, supported in their development and drives high level of engagement
• Manage team availability and utilisation efficiently to prevent resource constraints or underutilisation, escalating issues to Senior Management with proposed solutions.
• Coordinate and plan inter-team training to foster collaboration and enhance team skills.
• Demonstrate leadership, commercial awareness, and alignment with company goals in all aspects of the role