Team Leader
Hours: 37.5
Salary: WL1 - TBC
Location: Tesco Waterford Customer Engagement Centre, 1 Butlerstown, Co. Waterford, X91TPR9
Ireland
Apply by: 19/02/2023
Team Leader
Tesco Waterford Customer Engagement Centre, 1 Butlerstown, Co. Waterford, X91TPR9
About the role
Tesco Ireland 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.
You will motivate your 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 your team.
You will be responsible for
- Role modelling the Tesco values and leading by example in what I do and how I behave
- Ensuring I understand our core purpose and the role I play in delivering this
- I lead and manage a team of Customer Care advisors in a variety of care functions including calls, chats, email, and social media
- I work with my Operations Manager to ensure my team deliver all agreed KPIs
- I collaborate with the relevant colleagues and teams to ensure colleagues have the information they need to serve their customer brilliantly
- I ensure the team receive all training, knowledge, and development to provide a quality service and deliver expectations
- I hold inspiring everyday conversations with my team, recognising great performance and encouraging a focus on development and career aspirations
- I regularly meet with my direct reports on a 1 to 1 basis and provide feedback
- I promote an enthusiastic and competitive atmosphere within the team, increasing motivation and results
- Creating an inclusive culture for all colleagues where everyone is welcome
- Owning team action plans to create a “Great Place to Work” based on feedback and insight from colleagues
- I set clear individual performance objectives with each member of my team
- Following our Business Code of Conduct and always acting with integrity and due diligence
- Continually developing my skills to be the best I can be in my role
- Looking for and raising opportunities to improve processes and practices in the business and embracing change
You will need
Operational skills relevant for this job:
• Analysing and Problem solving
• Excellent communication skills (both verbal and written)
• Organisation and time management skills
• Conflict resolution
• 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
• People management experience
• Track record in coaching teams to deliver strong performance against key metrics
• 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
- Competitive Salary
- Retirement Savings Plan
- Life Assurance Cover
- Annual Bonus
- Colleague Clubcard (including a 2nd card for a family member) after 3 months service with 10% off most purchases at Tesco
- Annual leave
- Save As You Earn Scheme
About us
• People Management
• Analysis and Problem solving
• Communication
• Planning and Organising
• Conflict resolution
• Logical thinking and Decision making
• Coaching and development
• Collaboration/Empathy/Responsiveness/Resilience and Innovation
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Powerpoint)
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:
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.
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.
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.
Step 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.
Step 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.
Step 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.