AO Jobs

Job Overview





Job Overview

About The Role

· To be the main contact for day to day service with Manufacturers

· Manage and develop a Team focused on monitoring day-to-day manufacturer performance and improve AO service proposition for faulty products.

· Report Supplier adherence so they can manage performance of Suppliers

· Collate day to day detail to help manage and improve efficiencies with Suppliers

· Ensure the Team are completing the day to day audits and the data is presentable. Assist with manufacturer audits as required.

· Ensure stock loss is at manageable levels and proactively chase outstanding credits

· Understand each part of the role to drive efficiencies and performance

· When required, support with new Supplier on-boarding and ensure that we have all the detail for the CC to work effectively with

· Manage relationships internally (e.g. contact centre) and externally (with manufacturers) to deliver our customers an AO level of service in relation to manufacturer issues.

· Internal relationships in multiple teams will be required, including Contact Centre, Retail Development, and Supply Chain.

· Improve internal processes (customer journey improvements or process improvements)

· Based on audit information and contact listening, communicate with Supply Chain to Influence manufacturer SLA’s.

· Report Supplier KPI’s through analysing process fails, feedback and complaints

Here's What You Can Expect To Be Doing

· Record and Monitor the quality of manufacturer performance including faulty appliances

· Escalate any concerns with Suppliers to SH Team

· Be the direct line Manager for Manufacturer Service team

· Complete 121’s and Appraisals

· Maintain a robust KPI process to share performance stats from both parties on all other categories other than MDA

· Develop and maintain a robust complaints process with manufacturers, understanding the complaints and identifying root causes

· To be the main contact for manufacturers regarding service - liaising with them to resolve high level escalated complaints

· Liaise with other departments within AO to communicate out processes and change as and when required

· To liaise directly with manufacturers regarding corrective actions in all aspects of the processes

· Escalate any concerns with Suppliers to SH Team

· Monitor uplifted appliances - working with manufacturers, purchasing and Expert to ensure we receive payment, locating products and improve the returns process

· Constantly review all processes to drive improvement within AO’s internal teams and AO’s dependants (Expert/Manufacturers)

· Meet new Suppliers to gather service information ready for go live

A Few Things About You

  • Professional
  • Hard working and conscientious
  • Willing to change and adapt
  • Good relationship building skills
  • Methodical and good attention to detail
  • Brave and bold -try new things
  • Relentless- positive mind set and don’t give in
  • Professional on all levels internally and externally
  • Able to adapt to different situations and personalities
  • Report data in a constructive manner and be aware of your audience
  • Monthly team meeting updates
  • Weekly CC updates
  • Daily team updates

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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