Team Leader

We know life looks a little different for each of us. That’s why at Tesco, we always welcome chats about flexible working. Some people are at the start of their careers, some want the freedom to do the things they love. Others are going through life-changing moments like becoming a carer, nearing retirement, adapting to parenthood, or something else. So, talk to us throughout your application about how we can support.

We are currently recruiting 4 Team Leaders at our Dundee Customer & Colleague Engagement Centre (CCEC). These are full-time position working 36 hours per week over the following shift patterns:

• 2 x Monday to Saturday 14:30-23:00 - 1in2 Saturday working (mid-week rota days off confirmed in advance)
• 1 x Mon to Saturday 14:30-23:00 - 1in2 Saturday working - Sunday 13:00-21:00 (mid-week rota days off confirmed in advance)
• 1 x Mon to Saturday 13:00-21:30 - 1in2 Saturday working - Sunday 13:30-22:00 (mid-week rota days off confirmed in advance)

Reporting to an Operations Manager, the successful candidates will lead and motivate their 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 my team.

The successful candidates will be required to work on site in our Dundee Customer & colleague Engagement Centre for a minimum of 3 out of 5 days each week.

• Ensuring I understand our Core Purpose and the role I play in delivering this
• Role modelling the Tesco values and leading by example in what I do and how I behave
• Creating a culture of highly engaged colleagues who are passionate about their role in serving shoppers a little better every day.
• Delivering our key metrics and performance measures
• Collaborating with teams to ensure colleagues have the information they need to serve their customers.
• Supporting my team with complex escalation management, liaising with stakeholders on outstanding issues and taking ownership to close issues
• Ensuring standard operating procedures are current and adhered to by my team
• Ensuring the team receive all training, knowledge and development to provide a quality service and deliver expectations
• Holding inspiring everyday conversations with my team, recognising great performance and encouraging a focus on development and career aspirations
• Supporting the performance of my team, providing structured guidance, expectations and accountability to improve performance in line with process
• Regularly meeting with my direct reports on a 1to1 basis and providing feedback
• Creating an inclusive culture for all colleagues where everyone is welcome
• Ensuring equal career development opportunities for all colleagues in my team
• Owning team action plans to create a "Great Place to Work" based on feedback and insight from colleagues
• Spotting and surfacing opportunities to address what gets in the way of great performance and improving colleague and customer experience
• Setting clear individual performance objectives with each member of my team
• Delivering my own personal objectives, preparing for and participating fully in everyday and structured conversations with my colleagues and manager
• Continually developing my skills to be the best I can be in my role

Key people and teams you will work with in and outside of Tesco:

• Operations Team
• Resource Planning Team
• Business Partner Teams
• People Team
• Learning and Development Team
• Operational Support Team
• Stores

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

• A team of Customer Service Managers

Operational skills relevant for this job:

• Analysis and Problem solving
• Communication
• Planning and Organising
• 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.
• Excellent communicator – verbal and written
• 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

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

• Annual bonus scheme.
• 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.

We pride ourselves on being a company where everyone’s welcome and truly feels able to be themselves. We not only celebrate diversity but recognise the value and opportunity it brings in helping us to serving our customers, communities and planet a little better every day. We strive to build a workforce that reflects our customers, not only here in the UK, but worldwide. In offering many varying working patterns across our business, our aim is to attract a diverse range of applicants from all walks of life. If you’re as passionate as we are about providing the best customer experience, we’d love to hear from you.