Contact Support Executive - Tesco Mobile - 7 month FTC

Virgin Media Ltd; Manchester; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An innovative joint venture seeks a dedicated Contact Support team member to enhance customer service within a dynamic Agile environment. This role emphasizes collaboration and communication, ensuring alignment with strategic goals while supporting various teams. With a focus on customer-centric solutions, you will leverage your skills in a fast-paced setting, contributing to a culture that celebrates diversity and inclusion. Join a forward-thinking company that values your contributions and fosters continuous learning, making a significant impact on customer experiences.

Benefits

Hybrid Working Arrangements

Comprehensive Benefits Package

Inclusive Culture

Support for Professional Development

Qualifications

• Experience in retail or contact centre environments, ideally in service roles.
• Strong influencing skills and ability to build relationships.

Responsibilities

• Support the Tesco Mobile commitment to outstanding customer service.
• Collaborate with key functions and stakeholders to enhance customer experience.

Skills

Carehub Knowledge

Communication Skills

Team Collaboration

Proactive Attitude

Telecoms Industry Knowledge

Data Analysis

Job description

Role Overview

This role is part of the Tesco Mobile team and will be based out of the Tesco Mobile Manchester office 2 days per week, on Tuesdays and Wednesdays.

As a Contact Support team member within the Tesco Mobile Contact Team, you will play a key role in ensuring excellent communication across critical areas of the business. Reporting to the Chapter Lead, you will support Tesco Mobile’s commitment to delivering outstanding, best-in-class customer service by assisting key functions, including the Change team, Partner Managers, OSD, Carehub team, and other stakeholders.

Working Environment

You will operate in an Agile environment, fostering a culture that prioritizes customer-centric solutions. Your role will involve leading initiatives that create significant impact and value, aligning Tesco Mobile with its strategic goals. Collaboration, continuous learning, and knowledge sharing will be central to your responsibilities as we work together to enhance the customer experience.

About Tesco Mobile

Tesco Mobile is a unique business, a 50/50 joint venture between VMO2 and Tesco, launched in 2003. It has grown steadily, expanding into new services, markets, and customer propositions.

With over 5 million customers, Tesco Mobile is award-winning and adopts agile methodologies, cultivating a positive, can-do attitude across its teams. We are always seeking top talent from our shareholders and the wider industry.

Employment at Tesco Mobile means being part of one of our joint ventures—Virgin Media O2 or Tesco Mobile—with head office roles advertised under both brands. Our culture is distinctly Tesco Mobile, emphasizing community, diversity, and inclusion, and fostering a sense of belonging and authenticity. We celebrate diversity and believe it enriches our ability to connect with our customers.

Minimum Requirements

• Good knowledge of Carehub or similar products
• Strong influencing and communication skills
• Collaborative team player with excellent relationship-building skills
• Proactive attitude, curiosity, and willingness to challenge the status quo
• Understanding of regulated products within the Telecoms industry
• Experience in a retail or contact centre environment, ideally in a service role
• Experience working in an Agile and collaborative environment
• Data analysis skills with a logical, pragmatic approach to problem-solving

Additional Desired Skills

• Ability to adapt to changing priorities in a fast-paced environment
• Solid understanding of Tesco Mobile’s products and services
• Strong critical thinking skills for problem identification and solution development
• Ability to manage emotions and foster collaboration and relationships

Benefits and Next Steps

We aim to celebrate our people and create an inclusive culture that empowers everyone. Our benefits package is comprehensive, supporting you and your loved ones, with hybrid working arrangements to facilitate collaboration and remote work.

Next steps involve a two-stage interview process. For questions or reasonable adjustments, please contact the recruiter. Note that if you are a former VM candidate, successful applicants will need to transfer to an O2 contract, with service length protected. We support VMO2 talent at risk where possible.