Job Description

Job Title

BPO Partner Support Coordinator

Location

Britannia House

Employment Type

Full time

Contract Type

Permanent

Hours Per Week

37.5

Salary

Competitive salary plus benefits.

Category

Inbound and Outbound

Closing Date

26 August 2026

The BPO Partner Support Coordinator is responsible for managing operational relationships with Business Process Outsourcing (BPO) partners, ensuring delivery of high-quality support services, adherence to operational standards, and achievement of key performance indicators (KPIs). The role acts as a key liaison between internal stakeholders and outsourced support teams, driving service excellence and continuous improvement.

Key Responsibilities

• Take the lead in supporting with customer queries that come into the partner support queue.
• Support management by monitoring partner performance against KPIs and SLAs.
• Coordinate day-to-day support activities between internal teams and BPO partners.
• Support governance meetings, reviews, and partner communications.
• Identify risks, trends, and improvement opportunities.
• Assist with incident management and escalations.
• Support compliance, quality, and operational standards.
• Drive continuous improvement initiatives.

Key Performance Indicators

• SLA achievement
• KPI performance
• Customer satisfaction
• Quality scores
• Escalation resolution effectiveness
• Compliance adherence

About the role

This role will be responsible for assisting in the management and optimisation of the relationship between Asda and the outsourced service provider. This role will involve analysing and reviewing business processes, identifying areas for improvement and ensuring the outsourcing partner is aligned with Asda’s operational goals. This role will be pivotal in ensuring internal teams and external vendors are aligned to drive seamless and efficient operations, whilst ensuring service level agreements and performance standards are consistently met.

What you'll do

• Collect and analyse performance data from our outsourcing partner to assist in identifying performance trends, issues and areas for improvement.
• Support with the identification of in-efficiencies and collaborate with internal teams to streamline and optimise processes, whilst working in partnership with external vendors.
• Assist in managing day-to-day communications and interactions with outsourcing partners.
• Help in co-ordinating meetings and discussions between internal teams and external partners.
• Work closely with external partners to provide first-hand support to address operational issues, ensuring to escalate where required.
• Assist in reporting and monitoring SLA’s and KPI’s, ensuring compliance and adherence are continuously being met.

How you'll do it

Communication – Have strong written and verbal communication skills with the ability to effectively communicate with both internal and external stakeholders.

Problem-Solving – Have strong analytical and critical thinking skills with the ability to identify and resolve operational issues effectively.

Customer-Centric – Focused on delivering value to both internal and external customers.

Adaptability – Comfortable working in fast paced environments with the ability to manage multiple tasks.

Willingness to Learn - Interested in learning new skills and building relationships with stakeholders external to Asda.

Who you'll work with

External Outsourcing Partners

BPO Partner Support

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 Stream, 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