Location: Tesco Customer Engagement Centre, Butlerstown IDA, Waterford X91TPR9
Tesco Business Solutions are currently looking to recruit a Team Leader - Customer Care on a full-time basis.
Based at our Waterford Customer Engagement Centre, the successful candidate will lead a team of Customer Care advisors in a busy contact centre.
They will motivate their team to deliver operational and service excellence across all business KPIs, continually striving to improve efficiency and service through effective communication, colleague engagement, coaching and development of their team.
You will be responsible for
1. Ensuring I understand our Core Purpose and the role I play in delivering this
2. Role modelling the Tesco values and leading by example in what I do and how I behave
3. Creating a culture of highly engaged colleagues who are passionate about their role in serving shoppers a little better every day.
4. Delivering our key metrics and performance measures
5. Collaborating with teams to ensure colleagues have the information they need to serve their customers.
6. Supporting my team with complex escalation management, liaising with stakeholders on outstanding issues and taking ownership to close issues
7. Ensuring standard operating procedures are current and adhered to by my team
8. Ensuring the team receive all training, knowledge and development to provide a quality service and deliver expectations
9. Holding inspiring everyday conversations with my team, recognising great performance and encouraging a focus on development and career aspirations
10. Supporting the performance of my team, providing structured guidance, expectations and accountability to improve performance in line with process
11. Regularly meeting with my direct reports on a 1 to 1 basis and providing feedback
12. Creating an inclusive culture for all colleagues where everyone is welcome
13. Ensuring equal career development opportunities for all colleagues in my team
14. Owning team action plans to create a 'Great Place to Work' based on feedback and insight from colleagues
15. Identifying and surfacing opportunities to address what gets in the way of great performance and improving colleague and customer experience
16. Setting clear individual performance objectives with each member of my team
17. Delivering my own personal objectives, preparing for and participating fully in everyday and structured conversations with my colleagues and manager
18. Continually developing my skills to be the best I can be in my role
You will need
Operational skills relevant to this job:
* Analysis and Problem-solving
* Communication
* Planning and Organising
* Logical thinking and Decision-making
* Coaching and development
* Collaboration/Empathy/Responsiveness/Resilience and Innovation
Experience relevant for this job:
* Relevant experience in managing a team of direct reports.
* Track record in coaching teams to deliver a strong performance against key metrics.
* Excellent communicator – verbal and written
* Track record in identifying opportunities and problem-solving to provide solutions
* Experience working on own initiative, along with working as part of a wider team
What’s in it for you
We offer excellent benefits that help make Tesco a great place to work. These include but aren’t limited to:
* Pension Scheme*
* Annual Bonus Scheme*
* Life Assurance Cover
* Colleague Clubcard with 10% discount increasing to 15% starting on the last Friday of each month for 3 days (including a 2nd card for a family member)
* Annual leave
* Save As You Earn Scheme
* Paid Family Leave
* Bike to Work
* Long Service Awards
* Commuter Scheme
Application process
To apply for a job in one of our stores, distribution or customer fulfilment centres, you will need to register with us and create a profile. You can keep your profile up-to-date by adding your latest skills and experiences.
Click through the stages below to see what you can expect from the application process:
1. Once you find a job you want to apply for, you can complete the online application form for that role. This will contain some basic questions and a test to see how you would react to situations you could come across whilst working. You will also need to submit your right-to-work documents to be checked. Once you have submitted your application we will review it to see if you have the skills that we are looking for.
2. If successful we will invite you in for an interview at the location that you have applied to work in – for management roles there will be an initial telephone interview, before the face-to-face interview.
3. At the interview you will complete a variety of tasks depending on the role, including a face-to-face interview. You will be given the opportunity to 'have a go' at the type of work you have applied for: this could be on the shopfloor, or completing a driving assessment. This will give you the opportunity to decide if Tesco is right for you and if we think you are right for Tesco.
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