Team Leader - Fixed Term

An opportunity has arisen for multiple fixed term (12 months) Team Leaders at our Dundee Customer Engagement Centre. There are various full time and part time positions working over business hours - Sunday to Saturday 06:00 - 23:00.

Reporting to an Operations Manager, you will be responsible for leading and motivating 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.

This role is based in our Dundee CCEC - blended working - minimum of 3 out of 5 days onsite each week.

You will be responsible for:

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 1 to1 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 within and outside of Tesco:

Operations Team
Resource Planning Team
Service Experience 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

You will need:

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

You will receive an email confirmation once your application has been submitted successfully.

What's in it for you:

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.

About us:

Our vision at Tesco is to become every customer's favourite way to shop, whether they are at home or out on the move. Our core purpose is 'Serving our customers, communities and planet a little better every day'. Serving means more than a transactional relationship with our customers. It means acting as a responsible and sustainable business for all stakeholders, for the communities we are part of and for the planet.

We are proud to have an inclusive culture at Tesco where everyone truly feels able to be themselves. At Tesco, we not only celebrate diversity, but recognise the value and opportunity it brings. We're committed to creating a workplace where differences are valued, and make sure that all colleagues are given the same opportunities. We're a big business with diverse working patterns and many business areas which means that we can find something that works for you. Everyone is welcome at Tesco.

We have recently announced that we will be moving towards a more blended working week – combining office and remote working. Our offices will continue to be where we connect, collaborate and innovate. Please talk to us to about how this can work for you.

NOTE: Should you be successful in your application, your offer will be subject to and conditional upon you providing your bank account details on your agreed start date.

We're proud to have been accredited Disability Confident Leader and we're committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support we can offer, please visit https://www.tesco-careers.com/accessibility