Team Leader, Welwyn Garden City - Welwyn Garden City

Tesco
Welwyn Garden City, Hertfordshire
Competitive
14 Aug 2018
21 Aug 2018
tesco/TP/1808619/299064
Full Time
Team Leader, Welwyn Garden City - Welwyn Garden City

An opportunity has arisen for a permanent Team Leader role based in our Welwyn Garden City Customer Engagement Centre. This is a full time vacancy (36 hours per week over 5 days) working Monday to Saturday(permanent Saturday working with a day off during the week) 9.00am to 5.15pm.

Reporting to an Operations Manager, the successful candidate will be the first point of contact for our Customers Service Managers, providing coaching and support every day to ensure they have the skills and knowledge to deliver the appropriate solutions to our customers, offering a wide range of options and solutions.



  • I am a role model of the Tesco values, and I lead by example in all I do
  • I ensure my people are accountable for the customer promises
  • I ensure that my people behave and display the Tesco values, giving feedback and praise where appropriate
  • I empower my people to deliver World Class service, encouraging them and giving them the confidence and autonomy to make the right decisions
  • I have regular 121s and reviews with my people and use all relevant Management Information that is available, to help set clear and manageable next steps for personal development , and to continually improve the service to our customers
  • Sharing my knowledge freely with others
  • I work hard to meet my objectives, preparing for and participating fully in 121s and the review process with my Customer Service Managers
  • I follow and manage Customer Service Managers through the performance management process and principles
  • I follow and manage Customer Service Managers through the Supporting Your Attendance (SYA) policy
  • Following our Business Code of Conduct and always acting with integrity and due diligence
  • I continually develop my skills to be the best I can be in my role
  • I look for opportunities to improve processes and practices and embrace change
  • I support the wider CEC Leadership team, taking on additional responsibilities when needed

Key People and Teams I work with in and outside of Tesco

  • Customer Engagement Centre Manager
  • Operations Managers
  • Peers
  • Department Team / BST
  • Alternative departments across CEC and WGC
  • Stores
  • Appropriate resolution 3rd parties

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

  • A team of Customer Service Managers


Operational skills relevant for this job

  • Customer service orientation
  • Excellent communicator verbal and written
  • A responsible attitude
  • Planning and organising
  • Time Management
  • Complaints Handling
  • Adaptability and flexibility

Experience relevant for this job

  • Knowledge of customer service principles and practices
  • Leadership and communication skills
  • Team work and working on own initiative
  • IT literacy
  • Training and development
  • The knowledge and previous experience in a Customer Service/retail background
  • 1-2 years hands on experience of a managing and coaching a team of people, to be fulfil their full potential

The Ideal Candidate

  • Are you an experienced, warm, friendly and approachable People Manager?
  • Do you have a passion to lead a team to deliver great customer service?
  • Do you have great communication skills?
  • Do you thrive whilst coaching and supporting your team to be the very best?
  • Would you go the extra mile for your customers?
  • Can you adapt to working in a fast paced ever changing environment?

If you have answered yes to all of the above, we cant wait to hear from you.

In addition to the skills listed above, selection will be based on the following criteria:

  • Your previous experience

You will receive email confirmation once your application has been submitted

Closing date for this vacancy is closed of business on Monday 20th August 2018.