Service Experience Colleague

Service Experience Colleague

This role is based in Rochdale with a mixture of Depot and home-based working (Hybrid). Please ensure you are able to reach the destination of OL16 before applying for this role.

Toyou Kingsway Business Park Rochdale OL16 4NZ. Please note: This role is based on Wincanton CDC site and toyou entry is via the walkway from the carpark down the road from main Lorry entrance gate.

Shift Patterns: This is a shift-based role based across our core hours of 08:00-18:00. We operate a rota based on working a week of 08:00 – 16:00 and 10:00 – 18:00 hours Monday to Friday. We are looking for people who can be flexible on the days they work as occasionally shifts will need to be changed to ensure sufficient cover is maintained.

Start date – TBC.

Training Details – Week One: Full training will be provided Monday to Friday 9:00am-5:30pm at our Rochdale Depot. Whilst you transition into the role, subsequent training weeks will form part of a normal shift pattern. You are required to work 4 weeks at Rochdale depot during training and transitioning into your new role.

We don't want you to miss any training so no holidays can be authorised during this time.

About Us: Our toyou parcel operation has experienced rapid growth in recent years and enjoys some of the most prestigious clients. As such, we are looking for likeminded colleagues to work alongside our existing service experience colleagues who monitor and influence the flow of customer parcels throughout the network, liaising with our third-party partners and internal business units to ensure a seamless and timely service is delivered. When you're working from home, we'll supply you with all your IT equipment- you just need a desk, a comfortable chair, and a stable wired internet connection.

What you'll be doing:

• Ensuring parcels flow end to end on-time for collection and returns, using vehicle tracking technology.
• Resolving issues and eliminating the impact to the customer.
• Investigating and resolving customer queries relating to their parcels.
• Assisting our store colleagues with any issues or questions they may be related to our service.

You will benefit if your previous experience reflects the following:

• Experience working in customer focussed/service delivery roles.
• Previously worked in a distribution/depot (on site) environment.
• Experience working with internal systems, conversant in Excel and compiling reports/stats.
• Confident dealing with customer enquiries and speaking on the phone.
• Possess an investigative mind.
• Collaboration and working as part of a great team.

The skills you need to become great at the role:

• Possess great customer focus skills and live and breathe service delivery.
• Efficient and well organised.
• Able to multitask and prioritise.
• You need to be digitally savvy and display confident IT skills as we have several in-house systems. This includes confident use of Excel and pivot tables.
• You'll also need the confidence to highlight issues or process improvements to ensure we continue to provide the best possible service to our customers.
• Attention to detail, work ethic, agility and ownership skills are key to this role.

We would love to see you self-develop and improve your skills in the role and the wider business – we'll support you with that too!

You'll need the Right to Work in the UK so a passport or a birth certificate and proof of National Insurance are essential. And of course, we'll collect your previous employment references as standard.

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
• 15% colleague discount in store and online
• Free access to wellbeing services such as Stream, 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.