CX Team Leader - People, Performance & Growth

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

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.