Customer Service Assistant Manager

Positioned at the heart of our Customer team, the Insight team is dedicated to building a deep understanding of colleagues, customers, competitors, and market performance. Our mission is to provide clear, actionable insight that drives meaningful change—helping Tesco become a truly customer-centric business and consistently win with customers.

As Panel Coordinator, you will play a vital role in the day-to-day management of a new customer insight community. Acting as the primary point of contact for panel members, you’ll ensure the panel remains diverse, engaged, and representative of our broader customer base. You’ll work closely with teams across Tesco and external agency partners to ensure the community delivers robust, timely insight that supports our evolving customer proposition.

You will be responsible for:

Managing a large and diverse customer community, ensuring it remains representative of Tesco customers and the wider UK population across a range of demographic and behavioural characteristics.

Implementing targeted recruitment strategies to attract underrepresented customer groups, supporting inclusivity and insight quality.

Monitoring customer engagement and performance, identifying and addressing unresponsive, high- and low-performing panel members to maintain panel health and reliability.

Closing the feedback loop, ensuring customers receive timely and meaningful updates so they feel heard, valued, and part of the development process.

Collaborating with the Home Panel team, aligning on best practices in panel management—including privacy policies, terms and conditions, and customer communications.

Handling customer queries and concerns, working alongside the Customer Engagement Centre (CEC) to resolve any issues or complaints effectively.

Coordinating with the Recruitment and Home Usage Testing (HUT) teams to improve consistency, efficiency, and collaboration across Tesco’s customer testing panels.

Ensuring compliance with GDPR and data privacy best practices, safeguarding customer information at all times.

You will need:

Excellent verbal and written communication skills, with the ability to engage clearly and empathetically with both customers and internal stakeholders.

Strong organisational skills and attention to detail, ensuring high-quality delivery across multiple tasks and touchpoints.

Panel management or CRM experience, with a good understanding of how to manage and engage a large customer community.

Ability to work independently and maintain high standards, demonstrating initiative, accountability, and self-motivation.

Experience in a customer-facing or online community role, with a strong understanding of customer needs and digital engagement best practices.

A practical, solutions-focused mindset, comfortable resolving issues proactively and efficiently.

An innovative and continuous improvement mindset, always looking for opportunities to unlock efficiencies within processes.

Proficiency in Microsoft Excel, with the ability to organise, analyse, and present data effectively.

A strong customer service orientation, ensuring customer interactions are handled with care, respect, and professionalism.

What's in it for you:

We’re all about the little helps. That’s why we make sure our Tesco colleague benefits package takes care of you – both in and out of work. Click Here to find out more!

Annual bonus scheme of up to 10% of base salary
Holiday starting at 25 days plus a personal day (plus Bank holidays)
26 weeks maternity and adoption leave (after 1 years’ service) at full pay, followed by 13 weeks of Statutory Maternity Pay or Statutory Adoption Pay, we also offer 6 weeks fully paid paternity leave
Free 24/7 virtual GP service, Employee Assistance Programme (EAP) for you and your family, free access to a range of experts to support your mental wellbeing

About us:

Our vision at Tesco is to become every customer's favourite way to shop, whether they are at home or out on the move. Our core purpose is 'Serving our customers, communities and planet a little better every day'. Serving means more than a transactional relationship with our customers. It means acting as a responsible and sustainable business for all stakeholders, for the communities we are part of and for the planet.

We are proud to have an inclusive culture at Tesco where everyone truly feels able to be themselves. At Tesco, we not only celebrate diversity, but recognise the value and opportunity it brings. We're committed to creating a workplace where differences are valued, and make sure that all colleagues are given the same opportunities. We're a big business with diverse working patterns and many business areas which means that we can find something that works for you. Everyone is welcome at Tesco.

We have recently announced that we will be moving towards a more blended working week – combining office and remote working. Our offices will continue to be where we connect, collaborate and innovate. Please talk to us to about how this can work for you.

NOTE: Should you be successful in your application, your offer will be subject to and conditional upon you providing your bank account details on your agreed start date.

We're proud to have been accredited Disability Confident Leader and we're committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support we can offer, please visit https://www.tesco-careers.com/accessibility