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Job Overview

Department

Commercial

Location

Bolton

Job Overview

About The Role

The Customer Operations team is all about driving change and you play a critical role in this by guiding AO on its voice of customer journey, ensuring customer centricity in our thinking, strategy, and execution.

Primary mission is to ensure the customer is at the forefront of every decision we make across the group, acting as an intrinsic partner to the group to champion awareness, understanding and utilisation of consumer feedback & insights to improve the AO customer and brand experience.

Here's What You Can Expect To Be Doing

Key Responsibilities

  • Oversee the customer journey and feedback team to ensure the voice of the customer is heard and listened to through insight and feedback.
  • Produce weekly and monthly reporting to highlight NPS, Trustpilot and other feedback channels to the wider business. The reporting should highlight customer pain points, root cause analysis and what we are doing to fix the issue.
  • Prioritise the team workload based on customer and business impact, ensuring we are working on the most important issues.
  • Collate and monitor a list of journey improvements, this should look like a road-map of scheduled and un-scheduled improvements.
  • Create monthly slides for Operational Excellence forum, which will summarise the key work requests from the business based on customer feedback.
  • Drive actions and accountability across the business to improve customer feedback scores.
  • Support e-comm and CX product owners with customer journey learning and enhancements, providing the customer voice in the product improvements.
  • Support knowledge of self-serve and self-inform functionality across the business through cross functionals.
  • Ensure on-site content is kept up to date and direct the customer to the most efficient resolution.
  • Log and analyse customer feedback from NPS and Trustpilot for Retail and MPD.
  • Drive customer excellence through proposition, process design and execution, customer journey mapping and content execution via comms and web to allow our customer to self-inform. This work includes providing recommendations to the business on future customer expectations.

- Maintain a folder of journey maps and support ERP with data requests / journey mapping.

  • Carry out test orders to review and improve customer journeys.

A Few Things About You

You’ve got strong communication skills, speaking with people from various levels and departments
You really care about the customer and want to solve their problems
You’ve got a can-do attitude and are keen to find innovative ways round customer problems.
You’re PC literate and know how to use Word, Excel and Outlook.
Learning new systems is something you can do easily.
You like to get a full end to end understanding of the customer journey, and can concisely discuss customer pain points with the business

A Bit About Us

At AO, we want to make sure our customers are happy. When they have a smile on their face, we know we’ve done a good job. It’s at the heart of everything we do, and it’s why our logo is always smiling.

When it comes to appliances and electricals, we’ve got the lot. Washing machines? Yep. TVs? Check. Laptops? Absolutely. Everything except doorbells (just kidding, we’ve got those too).

We’re passionate, relentless and full of beans, determined to make a difference and change the world for the better. From massive changes to tiny tweaks - making a difference is what keeps us driven.It started at a pub in Bolton with a £1 bet and a belief that things could be done better!

Why Choose AO?

Our people are our superpower, and that’s no accident. We’re looking for everyday heroes who want to learn and help other people achieve. Those glass-half-full-types who have an appetite for a better tomorrow.

With AO, the sky’s the limit. We’ll support you to be the best version of yourself and always drive your career forward.We keep things simple. We say things like "treat every customer like they’re your gran" and "make decisions your mum would be proud of" because we’re personal and act with integrity - every day in every action.

Our Benefits

We’ve designed our benefits to cover everything from big moments to little helps. As well all as the essentials, like pensions and holidays, we’ve got our own "AO Perks" to help you with the little things that matter.

To see all our benefits and perks, visit our AO Benefits page.

• 25 days holiday (Excluding Bank Holidays)

• At least 5% contribution pension scheme*• Dedicated wellness initiatives that support your wellbeing, ranging from our 24hr employee assistance programme to subsidised gym membership.

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