Customer Service Manager

An opportunity has arisen for multiple Customer Service Managers at our Dundee Customer Engagement Centre. These are part-time roles working 20 hours per week (£13.31 per hour) with varying shift patterns scheduled between 18:00 and 23:00 and will include an element of weekend working.

Reporting to a Team Leader, you will play a vital role in delivering a great shopping experience for our customers. You will bring our core purpose to life by helping to serve our customers, communities, and planet a little better every day. You will live our values - No one tries harder for customers, We treat people how they want to be treated, and Every little helps makes a big difference - in everything you do.

You will be responsible for:

Delivering a warm, friendly, and helpful first impression to every customer.
Taking ownership of customer issues, resolving them quickly and effectively.
Keeping the customer at the heart of every decision, earning their trust and loyalty.
Working hard to remove reasons for customers to shop elsewhere.
Engaging with customers as individuals, understanding their needs and finding the best options to resolve their issues.
Believing in each other and working collaboratively with your team to meet daily goals and support each other.
Sharing your knowledge freely with others to support team growth.
Delivering your personal objectives and actively prepare for and participate in everyday conversations with your Team Leader.
Following all relevant policies, including Sickness Absence, Time Off, and Adherence to Schedules.
Continually developing your skills to be the best you can be in your role.
Building and following a relevant personal development plan.
Being brave and identify and raising opportunities to improve processes and practices and embracing change.
Staying curious by proactively identify what’s getting in the way and raise issues.

Key people and teams you will work within and outside of Tesco:

Team Leaders
Operations Managers
Peers
Department Team / OST
Alternative departments
Stores
Appropriate resolution 3rd parties

People, budgets and other resources I am accountable for in my job:

Gestures of goodwill

You will need:

Operational skills relevant for this job:

Customer Service Orientation
Strong verbal and written communication skills
Complaint resolution
Strong problem-solving ability
Adaptability and flexibility
Digital proficiency

Experience relevant for this job:

Knowledge and experience of customer service principles and practices
Customer communication
Team collaboration
IT systems

What's in it for you:

We offer excellent benefits that help make Tesco a great place to work! These include but are not limited to:

Holiday starting at 20 days plus a personal day rising to 22 days after 12 months (plus 8 Bank holidays).
Retirement savings plan - save between 4% and 7.5% and Tesco will match your contribution.
Life Assurance - 5 x contractual pay.
Great colleague deals and discounts, saving you money on everyday purchases, eating out and utility bills for the home.
Opportunities to get on - take advantage of our ongoing learning opportunities and award-winning training, to help you achieve the job and career you want.

Click here to read more about the benefits we have available for our colleagues.

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