Customer Escalations Team Leader Review

I manage Customer Escalations team who is a support team within Customer Care at ASOS. The team is the highest point of contact for customers within ASOS and our job is to handle a variety of sensitive queries and complaints with the aim to turn negative experiences into positive ones.

Since being on the Owning Greatness apprenticeship with Future Learning, I have developed and enhanced my leadership skills further. The experience has given me confidence in my decision-making, improved my time management skills, and raised my awareness of what good leadership looks like.

I thoroughly enjoy the programme. My coach Lorna is fantastic, she is always there to support whenever needed. The programme is divided into missions, making it clear when each module starts. The e-platform is user-friendly too.

The structure is brilliant. All learning components are structured separately. It is easy to navigate through the programme on the hub. The homepage always updates your progress against the course, highlights tasks and any overdue tasks, etc.

I receive an adequate level of support. I am able to allocate and take time on the job to grow my skills further, which is a great contribution from my employer to my development as a leader within the organisation.

Great support from my coach Lorna. She is an asset to Future Learning.

It enhances existent skills, helping to be a curious and agile leader. It taught me new skills to incorporate into my day-to-day work, resulting in positive changes to my team's performance and the wellbeing of my direct reports.

There are professional networking activities as well as social activities. ASOS takes care when it comes to your development, career and wellbeing. There are multiple groups to get involved in, for example, a DEI networking group.

Yes

ASOS is a lovely place to work with a good culture that supports your wellbeing.

ASOS is fast-paced. Don't be afraid to clarify if you ever need to, ask questions, be open to receiving and giving feedback, and always reach out for support if needed.