Service Experience Operations ManagerStore Management

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.

Everything you'll love

To ensure we balance moments where we know we need to collaborate together and the need for flexibility, Asda has a hybrid way of working with a minimum 3 days a week in one of our Home Offices. Over and above this, each area of Asda may have additional requirements which may require spending more days in the office, visiting suppliers, stores or depots.

You will also get an excellent benefits package including:

  • Discretionary company bonus
  • Company pension up to 7% matched
  • Company Car allowance of £5,700
  • 15% colleague discount in store and online
  • Free access to wellbeing services such as Wagestream, 24/7 virtual GP, counselling, health and dental cash plans and a 24/7 employee assistance helpline, alongside discounts across a range of services and activities, from airport parking, enhanced to theme parks and cinemas.
  • Asda Allies Inclusion Networks – helping colleagues to make sure everybody is included and that our differences are recognised and celebrated
  • Excellent parental leave policies, including maternity & adoption leave, paternity leave, shared parental leave, neonatal care leave, and support for those doing fertility treatments.

We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves"

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Rewards and Recognition

Benefits you’ll only find here

10% off Asda pet insurance

10% off selected Asda Pharmacy services

10% off Asda Tyres

20% Asda Travel insurance

30% off Asda Mobile bundles

Free remote GP service

Available to you, your partner and your children, 24/7, year round.

Pension

Save for retirement with up to 7% matched contributions from Asda.

Free physiotherapy consultations

Helping you and your partner take care of yourselves with 8 free sessions per year.

Colleague discounts

15% off at our stores year round – get discounts on groceries and George clothes year round, and even special double discount events.

Company car

Choose a brand new electric company car or a cash allowance within certain roles, the choice is yours.

Mortgage advice

Whether you’re a first-time buyer, renewing your mortgage, looking at buy to lets, or simply after some advice in getting a mortgage, get free* unbiased advice through the Mortgage Advice Bureau (MAB), one the UKs largest mortgage brokers.

Confidential support helpline

Find free emotional, practical, and financial support that’s fully confidential, through a helpline that’s available 24/7, year round.

Cycle to work

Buy a bike through this scheme and save on tax and national insurance.

Financial support

Find financial wellbeing tools and support, including the ability to stream your pay.

Free eye tests

Head to our in store opticians for a free checkup and take care of your vision.

Bonus

Sharing our success with a discretionary bonus scheme that really rewards your contributions.

Cancer support

Guidance and support for you and your family, from before diagnosis, to treatment and beyond.

Paid time off

From holiday to sick leave and other types of leave, such as parental leave.

Mental health support

Access free mental health support for you and your family.

Support and advice with care

If you’re supporting older family or friends with care and support, find free, confidential information, expert support, and guidance about later life care for your loved ones through the Legal & General Care Concierge service.

Hybrid working

To ensure we balance moments where we know we need to collaborate together and the need for flexibility, Asda has a hybrid way of working with a minimum 3 days a week in one of our Home Offices. Each area of Asda may have additional requirements which may require spending more days in the office, visiting suppliers, stores or depots

Benefits you’ll only find here

You’ll get a 15% colleague discount and exclusive retail discounts, not to mention 15% off your food at Greggs, Burger King, Subway, and Sbarro within Asda Express stores!

Setting your loved ones up for the future

As part of the team, you’ll get life assurance.

Guaranteed contracted hours

All colleagues are guaranteed weekly contracted hours / guaranteed weekly shifts via their contract of employment which is agreed with the hiring manager.

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Our commitment to the Armed Forces

Here at Asda, we’re dedicated to helping the Armed Forces rediscover their everything after service. We guarantee interviews for people who have left service and meet the minimum criteria for a role, provide leave for reservists’ training, support for cadet training, and employment opportunities for their partners. And that’s why we have over a thousand new colleagues from the Armed Forces Service Leaver Community join us every year.

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