CareerZone - Help Centre Lead (56328)

Job description


Help Centre Lead

Job reference 56328


  • Job Title :
    Help Centre Lead
  • Location:
    Britannia House - Leeds
  • Employment Type:
  • Contract Type:
  • Hours per Week:
  • Salary:
    Competitive salary plus benefits
  • Category:
    Asda Business Services
  • Closing Date:
    7 October 2022
  • Line Manager
    Alastair Bloomfield
Job Advert

Are you looking for a customer focused opportunity, in a fast paced and ever-changing environment?


The Help Centre Lead is responsible for the development of our Help Centre proposition. It will drive the self-serve and digital first agenda through our self-serve channels by continually developing the proposition aligned to stakeholder and business needs. This is to ensure a quick and easy journey for customers to resolve issues whilst delivering a reduction in escalation to colleague supported channels.​ 


Your Role  

  • Lead and manage Asda help centre development roadmap, ensuring continuous improvement of the customer experience  
  • ​Hold regular meetings with stakeholders across all lines of business to review key content requirements against upcoming activity, project activity, areas of strategic focus 
  • ​Keeping up to date with latest customer research, working with the UX teams where required to support and explore content development 
  • ​Utilise data, reporting and analytics to identify continuous improvements to the help centre pages on a frequent basis 
  • ​Own the help centre search solution and vendor relationship: ensuring ongoing improvement in the search results returned to our customers (driving satisfaction and containment) 
  • ​Stay up to date with the customer support environment, generating new and innovative ideas to better deliver our self-serve, digital first customer support strategy 
  • ​Gatekeeper of consistency in branding, content, and tone of voice across the ASDA help centres and with other customer facing communication channels 
  • ​Keep up to date/look into new and emerging technology, software and functionality that might better help drive the self-serve and digital first agender​ 


About you 

  • You'll need excellent stakeholder management skills
  • Knowledge of effective digital communication
  • ​Understanding of UX/UI design and content 
  • ​High level of understanding of the customer and Asda lines of business.
  • It'd be ideal if you have experience with Salesforce and Experience Cloud


Work Where it Works.   

Our hybrid way of working gives you the choice to work where it works.  This enables you to choose where you'll be the most effective.  It offers a mix of working from home and in an office environment that works best for you and your team, as well as across our network of stores and depots.  


You will also get an excellent benefits package including;- 


  • Discretionary company bonus
  • Company pension up to 7% matched
  • 10% colleague discount, free parking and many additional rewards


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. 


Close map
Britannia House - Leeds
Britannia House, Britannia Road, Morley, Leeds, West Yorkshire, United Kingdom, LS27 0DQ
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Former Armed Forces

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