ASOS is one of the UK’s top fashion and beauty destinations, expanding globally at a rapid pace. Our values are to be authentic, brave and creative, and we live and breathe these in everything we do.

About ASOS Customer Care

Customer Care makes up almost one third of ASOS’s ever expanding workforce. We’re here to love our customers in the right language, through the right channel at the right time 24 hours a day, 7 days a week.

We believe our customers deserve exceptional service at all times. They are at the heart of everything we do, which means that we try to get things right first time, every time.

We’re 24/7, truly global and well on our way to becoming an omnichannel Contact Centre. We’re a passionate, friendly bunch and thrive in our ever-changing business.

• We were voted number one in LinkedIn’s ‘Top Companies to work for, 2018’ list

• 95% of our customer interactions are through digital channels

• We have over 150 teams in Customer Care, creating a lot of opportunities

Location: Hercules Way, Leavesden, Watford

Department:  Delivery Solutions & Supply Chain

Level: Core

Reports to: Claims Team Leader

THE ROLE

The purpose of this role is to own the claims process for successfully submitted Lost in Transits and claim back genuine cost for these parcels. You will review and fully investigate Lost in Transit (LIT) and CLR claims before submitting claims to carriers to recover cost. And taking ownership over documenting all claims submissions from point of submission to confirming success %. You will work proactively with our carrier network to challenge the number of rejected claims and to feedback to the Delivery Solutions Team weekly on successful claims acknowledged by carrier.  

Responsibilities including, but not limited to:

• Recording latest parcel delivery status in relevant Excel Files.
• Work with global carriers closely to ensure a full investigation has taken place before a Lost in Transit claim is raised for a customer.
• Actively seeks new ways of ensuring genuine LIT claims are successfully submitted and agreed with the carriers
• Create all documentation and trackers needed to create a rolling 12 month holistic view of LIT claim by Carrier by week.
• Work closely with Delivery Solutions and Finance regarding reconciliation of credits/payments for claims.
• Ensure that queries (from carriers and other internal teams) are responded to in good time
• Ensure we have all the necessary information to enable ASOS to claim on all Lost in Transit orders.
• Attend regular feedback meetings with Delivery Solutions and work with them to highlight improvement areas to the LIT process
• Investigating and supporting other areas where we have opportunity to improve process and save money.

We’d love to meet, someone who…

• Has a good understanding of, and experience using Excel.
• Can thrive in an environment that is fast paced, and always changing and evolving
• Is confident in making decisions
• Takes a professional and committed approach to work
• Gets involved and contributes with feedback and ideas to continuously improve things,
• Has confident communication skills, can work to deadlines and is always striving for continuous improvement.
• Methodical, accurate and extremely organised approach with a keen eye for detail.

Some key skills that you need...

• Proficient use of Excel and other Microsoft applications  
• Great judgment and decision making
• Able to negotiate and influence people
• Good PC and typing skills
• Excellent written and verbal communication skills
• Able to work in a team - comfortable sharing ideas and suggestions as part of a group
• Good attention to detail

What's in it for you?

• Competitive salary, bonus and pension matching
• Life insurance, free private medical care, cycle to work scheme + more
• A bespoke flexible benefits scheme catered to you
• Best in class Learning & Development schemes and career development programmes
• 25 days holiday + never work on your birthday again!
• Free modern onsite gym, plus personal training and wellness rooms
• A dynamic social environment, from company-wide sports days, charity days, ‘Give A Week Away’ opportunities to visit our charity partners in India & company-wide celebrations to name just a few
• Huge staff discounts and sample sales