Contact Centre Systems Coordinator

Competitive salary plus benefits.

​The Contact Centre Systems Coordinator will report to the Contact Centre Systems Specialist and will support the development, configuration and support of ASDA’s Contact Centre Customer Relationship Management (CRM) platform in collaboration with ASDA Technology. As a Contact Centre Systems Coordinator, you’ll support the day-to-day monitoring of platforms whilst supporting changes and enhancements that will optimise the colleague and customer support experience. You will help to maintain records of access to support in reporting on user access and activities to enable audits and security reviews.

Your Role

• Assist the design, build, testing and maintenance of our contact centre systems.
• Support end user review sessions to gather feedback on our systems from our colleagues which will inform the development roadmap.
• Support analysis of platform performances and report back to manager on findings / opportunities to optimise..
• Gather issues or feedback from end users to support channel platform development or issue resolution.
• Provide support and assistance to end-users in navigating and using the product or system.
• Escalating issues to third party suppliers and assisting in incident management.
• Assist in creating, modifying and disabling user accounts across systems, ensuring to follow approval procedures for granting and removing access.
• Regularly assess access permissions, ensuring they align with Asda’s security policies.
• Provide first-hand support in responding to user access requests and troubleshooting basic access issues, ensuring to escalate complex cases.
• Support in ensuring that there is adherence to company security policies and data protection regulations.
• Maintain records of access to support in reporting on user access and activities to enable audits and security reviews.

"Let's find out about you?"

• Basic understanding of contact centre platforms and user access management.
• Adaptability and Willingness to Learn – Open to learning new technologies, building new skills and identifying new ways to improve our contact centre platforms.
• Communication– Strong communication skills, both written and verbal, with the ability to effectively work with cross-functional teams and explain technical concepts to non-technical stakeholders. 
• •Organisational Skills – Proven organisational and time management skills with the ability to comfortably manage multiple initiatives at once. 
• Customer-Centric – Have strong understanding of customer needs, with a proactive mindset, continuously thinking about improving customer experience.
• Problem Solving – Ability to identify common issues in self-service platform and escalating when needed.

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 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