Customer Experience Team Leader

Tesco; Dundee; On-site; GBP 35,000 - 52,000; Full time

Job summary

Tesco is seeking a motivated leader to drive excellent customer service and team performance. You will model company values, establish a positive culture, and ensure robust processes while delivering key operational metrics across a collaborative, cross-functional environment.

You will develop your team through training, regular feedback, and career conversations, while tackling escalations and driving continuous improvement in customer experience across the business.

Qualifications

• Experience in leading or managing a team of direct reports.
• Track record of coaching teams to deliver strong performance against key metrics.
• Excellent communicator with strong verbal and written skills; able to engage with stakeholders at all levels.
• Experience taking initiative and working both independently and as part of a wider team.

Responsibilities

• Understand how the role contributes to delivering great outcomes for customers and colleagues.
• Role-model company values and set high standards through consistent behaviours.
• Create an engaged team culture where colleagues feel motivated, included and passionate about serving customers.
• Deliver key performance metrics and drive strong operational results.
• Collaborate across teams to ensure colleagues have necessary information and support.
• Manage complex escalations with stakeholders to resolve issues and ensure closure.
• Maintain and embed standard operating procedures for consistency and compliance.
• Ensure colleagues receive the right training and development to deliver high-quality service.
• Hold regular conversations to recognise performance and support career aspirations.
• Support performance management through clear guidance, expectations and accountability.
• Provide structured 1:1 feedback to direct reports to support growth and development.
• Create an inclusive environment where everyone feels welcome and valued.
• Ensure equal development opportunities for all team members.
• Own action plans to build a great place to work using feedback and insight.
• Identify opportunities for improvement to remove barriers to performance and enhance colleague and customer experience.
• Set clear individual objectives aligned with team and business priorities.
• Deliver personal objectives and participate in structured development conversations.
• Continuously develop skills to excel in the role and support team success.

Skills

Analysis & problem solving

Communication

Planning & organising

Conflict resolution

Logical thinking

Decision making

Coaching & development

Collaboration

Empathy

Responsiveness

Resilience

Innovation

Team management

Job description

• Championing our Core Purpose by understanding how the role contributes to delivering great outcomes for customers and colleagues.
• Role-modelling company values and setting high standards through consistent, positive behaviours.
• Creating a highly engaged team culture where colleagues feel motivated, included, and passionate about serving customers better every day.
• Delivering key performance metrics and driving strong operational results.
• Collaborating across teams to ensure colleagues have the information and support needed to serve customers effectively.
• Managing complex escalations, working with stakeholders to resolve issues and taking ownership to ensure closure.
• Maintaining and embedding standard operating procedures to ensure consistency and compliance.
• Ensuring colleagues receive the right training and development to deliver high-quality service and meet expectations.
• Holding regular, meaningful conversations that recognise great performance and support career aspirations.
• Supporting performance management through clear guidance, expectations, and accountability.
• Providing structured 1:1 feedback to direct reports to support growth and development.
• Creating an inclusive environment where every colleague feels welcome and valued.
• Ensuring equal development opportunities for all team members.
• Owning action plans to build a great place to work using colleague feedback and insight.
• Identifying opportunities for improvement to remove barriers to performance and enhance colleague and customer experience.
• Setting clear individual objectives aligned with team and business priorities.
• Delivering personal objectives and actively participating in structured development conversations.
• Continuously developing skills to excel in the role and support team success.

• Analysis and Problem solving
• Communication
• Planning and Organising
• Conflict resolution
• Logical thinking and Decision making
• Coaching and development
• Collaboration/Empathy/Responsiveness/Resilience and Innovation
• 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 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.