Customer Service Manager

Tesco UK; Dundee; On-site; GBP 60,000 - 80,000; Part time

Job summary

A leading retail company in Dundee is seeking part-time Customer Service Managers to enhance customer engagement at their center. You will play a crucial role in providing excellent service by resolving customer issues, understanding their needs, and collaborating with the team. Qualified candidates should have strong customer service skills and a commitment to improving customer experiences. This role offers flexible hours and a supportive environment.

Qualifications

• Knowledge and experience of customer service principles and practices.
• Customer communication skills.
• Team collaboration experience.
• Proficiency in IT systems.

Responsibilities

• Deliver a warm, friendly, and helpful first impression to every customer.
• Take ownership of customer issues and resolve them quickly.
• Engage with customers and understand their needs.
• Collaborate with team members to meet daily goals.
• Identify opportunities to improve processes.

Skills

Customer Service Orientation

Strong verbal and written communication skills

Complaint resolution

Strong problem-solving ability

Adaptability and flexibility

Digital proficiency

Job description

An opportunity has arisen for multiple Customer Service Managers at our Dundee Customer Engagement Centre. These are part-time roles working 20 hours per week (£13.31 per hour) with varying shift patterns scheduled between 18:00 and 23:00 and will include an element of weekend working.

Reporting to a Team Leader, you will play a vital role in delivering a great shopping experience for our customers. You will bring our core purpose to life by helping to serve our customers, communities, and planet a little better every day. You will live our values - No one tries harder for customers, We treat people how they want to be treated, and Every little helps makes a big difference - in everything you do.

• Delivering a warm, friendly, and helpful first impression to every customer.
• Taking ownership of customer issues, resolving them quickly and effectively.
• Keeping the customer at the heart of every decision, earning their trust and loyalty.
• Working hard to remove reasons for customers to shop elsewhere.
• Engaging with customers as individuals, understanding their needs and finding the best options to resolve their issues.
• Believing in each other and working collaboratively with your team to meet daily goals and support each other.
• Sharing your knowledge freely with others to support team growth.
• Delivering your personal objectives and actively prepare for and participate in everyday conversations with your Team Leader.
• Following all relevant policies, including Sickness Absence, Time Off, and Adherence to Schedules.
• Continually developing your skills to be the best you can be in your role.
• Building and following a relevant personal development plan.
• Being brave and identify and raising opportunities to improve processes and practices and embracing change.
• Staying curious by proactively identify what’s getting in the way and raise issues.

Key people and teams you will work within and outside of Tesco:

• Team Leaders
• Operations Managers
• Peers
• Department Team / OST
• Alternative departments
• Stores
• Appropriate resolution 3rd parties

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

• Gestures of goodwill

Operational skills relevant for this job:

• Customer Service Orientation
• Strong verbal and written communication skills
• Complaint resolution
• Strong problem-solving ability
• Adaptability and flexibility
• Digital proficiency

Experience relevant for this job:

• Knowledge and experience of customer service principles and practices
• Customer communication
• Team collaboration
• IT systems

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.