Contact Support Executive - 7 Month FTC

ENGINEERINGUK; Manchester; Hybrid; GBP 25,000 - 40,000; Full time

Job summary

An established industry player is seeking a Contact Support Executive to enhance customer experiences within their dynamic team. This role involves leading communication across various business areas, ensuring compliance with regulations, and driving continuous improvement initiatives. The ideal candidate will possess strong analytical skills and a proactive approach, thriving in an Agile environment. With a commitment to diversity and inclusion, this company offers a supportive culture and flexible working arrangements, making it an exciting opportunity for those passionate about customer service and collaboration.

Benefits

Colleague bonus scheme

25 days holiday plus personal day

Retirement savings plan

Life Assurance

Flexible working requests

Free virtual GP service

Colleague discounts

Access to diverse networks

Learning and career development opportunities

Qualifications

• Strong understanding of regulated products in the Telecoms industry.
• Previous experience in retail or contact centers, ideally service-oriented.

Responsibilities

• Support managers to deliver exceptional customer experiences aligned with OKRs.
• Lead continuous improvement initiatives in collaboration with contact partners.

Skills

Customer Service

Data Analysis

Agile Methodologies

Communication Skills

Problem Solving

Team Collaboration

Job description

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View more categories View less categories Sector Catering and Hospitality Role Executive Contract Type Permanent Hours Full Time

About the role

We have an excellent opportunity for a Contact Support Executive to join our Tesco Mobile team. You will be part of the Tesco Mobile Contact Team reporting to the Chapter lead, ensuring that Tesco Mobile delivers on its OKRs to provide outstanding, best-in-class customer service.

As a Contact Support Executive, you will be responsible for leading the day-to-day communication across key areas of our business, including the Change team, Partner managers, OSD, Carehub team, and other support functions and partners. We operate in an Agile environment and promote a culture of doing the right thing for customers, leading initiatives that create the most value, and continuously learning and sharing.

Responsibilities

• Support Partnership managers to deliver exceptional customer and colleague experiences aligned with Tesco Mobile's OKRs, including NPS, FCR, and making Tesco Mobile a great place to work.
• Proactively update and maintain Tesco Mobile processes within relevant systems.
• Ensure compliance with all legal and regulatory requirements, maintaining a customer-centric approach.
• Review upcoming Tesco Mobile changes and assess operational impacts to ensure optimal customer journeys are designed from the start.
• Lead continuous improvement initiatives in collaboration with contact partners and the Change team.
• Analyze performance data and prepare updates for internal and external stakeholders, identifying opportunities for enhancement.
• Build strong collaborative relationships with Finance, Commercial, Marketing, Retail, PR, and Stock teams, acting as a liaison between them and our partners.
• Adhere to our Business Code of Conduct, acting with integrity and due diligence, ensuring compliance at all times.

Requirements

• Strong understanding of regulated products in the Telecoms industry.
• Previous experience in retail or contact centers, ideally service-oriented.
• Experience working in Agile environments.
• Effective influencing and communication skills.
• A team player with excellent collaboration skills.
• Data analysis skills and a pragmatic problem-solving approach.
• Proactive, curious, and willing to challenge the status quo.
• Knowledge of Tesco Mobile products and services is desirable.

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What’s in it for you?

We offer a range of benefits, including wellbeing services, an award-winning pension scheme, and more, to support you and your family. Benefits include:

• Colleague bonus scheme
• Holiday entitlement starting at 25 days plus a personal day and bank holidays
• Buy holiday salary sacrifice scheme (for salaried roles)
• Retirement savings plan with Tesco matching contributions
• Life Assurance (5x contractual pay)
• Maternity and adoption leave (26 weeks at full pay after 1 year’s service), statutory maternity/adoption leave, and 4 weeks fully paid paternity leave
• Flexible working requests from day one
• Free virtual GP service and Employee Assistance Programme for mental wellbeing
• Colleague Clubcard for discounts in-store and online after 3 months
• Exclusive colleague discounts on everyday purchases and services
• Access to diverse colleague networks
• Opportunities for learning and career development through training and development programs

Click here to learn more about our benefits.

About Us

Tesco Mobile, a joint venture between Tesco and VMO2 since 2003, is the UK's largest mobile virtual network operator with over 5 million customers. We foster an inclusive culture with a strong community spirit, embracing Agile ways of working, and valuing diversity. We are committed to accessibility and providing equal opportunities for all colleagues.

We offer flexible working patterns, combining office and remote work, to suit your needs. Internal applicants should discuss arrangements with their Hiring Manager. Everyone is welcome at Tesco.