Customer Service Manager, Welwyn Garden City - Welwyn Garden City

Based in our Welwyn Garden City office, these are full time vacancies (36 hours per week) working a day shift (shift patterns to be confirmed) and will include weekend working.

Reporting to a Team Leader, successful candidates will be the first point of contact for our customers and will use their skills and knowledge to deliver the appropriate solutions to our customers, offering a wide range of options and solutions.

I am the first point of contact for our customers and I aim to make this positive relationship from the outset.

I work hard to retain Customer loyalty and ensure that I deliver world class service by;

• Actively listening to my customers and responding appropriately.
• Taking control of the situation, asking appropriate questionsto get to the root cause, and demonstrating that I reallywant to help.
• I take ownership of the issue, identify all points, and address each and every oneof them.
• I think of solutions for my customers, setting realistic expectations, and offering a range of options where possible.
• I treat every customer as an individual and tailor my response to meet their needs.

  I put myself in my customers shoes;

• I think of how I would like to be treated and draw upon my own experiences, to do my very best for my customer
• I look for ways to build rapport with my customer, so that they will have faith in me, and Tesco
• I am polite, courteous and demonstrate appropriate levels of empathy and compassion
• I always follow-up on my promisesand do what I say I willdo.

I use my knowledge of the Tesco business and systems to;

• Capture customer information quickly and accurately to enable a tailored service to my customer, and to assist the wider business in understanding our customers better and driving their loyalty.
• Utilise our systems andknowledge base to find answers to my customers queries.
• I spot trends andpatterns and escalatebreaking issues to the appropriatedepartment or Manager.

I continuallyimprove my own capability and that of my colleagues by;

• Sharing my knowledge freely with others.
• Working hard to meet my objectives and preparing for and participating fully in 1:2:1s.
• I have the knowledge and previous experience in a Customer Service/retail background.
• I understand the Tesco business and believe that the Tesco Values, our Colleagues and Customers are at the heart of everything we do.

• Are you warm, friendly and approachable?
• Do you have a passion to deliver great customer service?
• Do you have great communication skills?
• Do you thrive whilst working in a supportive team?
• 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 an email confirmation once your application has been submitted successfully.

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