Team Leader

Hours: 37.5

Salary: WL1 - TBC

Location: Tesco Waterford Customer Engagement Centre, 1 Butlerstown, Co. Waterford, X91TPR9


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

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