Team Leader - Fixed Term

Tesco; Dundee; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading retail company in Dundee is looking for a Team Leader to oversee a team in their Customer Engagement Centre. This full-time position involves leading your team to achieve operational excellence, supporting staff development, and ensuring high-quality customer service. Candidates should have experience in team management and coaching, strong communication skills, and a proactive approach to problem-solving. This role is primarily on-site with blended working options.

Qualifications

• Relevant experience in managing a team of direct reports.
• People Management experience is essential.
• Track record in coaching teams to deliver strong performance against key metrics.
• Excellent communicator - verbal and written.
• Experience working on own initiative and as part of a wider team.

Responsibilities

• Lead and motivate the team to deliver operational and service excellence.
• Create a culture of engaged colleagues passionate about serving shoppers.
• Support team with complex escalation management and liaise with stakeholders.
• Ensure training and development for the team to provide quality service.
• Hold regular meetings with direct reports and provide feedback.

Skills

Analysis and Problem solving

Communication

Planning and Organising

Conflict resolution

Logical thinking and Decision making

Coaching and development

Collaboration/Empathy/Responsiveness/Resilience and Innovation

Job description

Overview

Tesco UK • Dundee • Temporary • Apply by 13-Oct-2025

An opportunity has arisen for a fixed term (12 months) Team Leader at our Dundee Customer Engagement Centre. This is a full time position working over the following hours - Sunday to Saturday 14:30 - 23:00.

Reporting to an Operations Manager, you will be responsible for leading and motivating your team to deliver operational and service excellence across all business KPIs, continually striving to improve efficiency and service through effective communication, colleague engagement, coaching and development of your team.

These roles are based in our Dundee CCEC - blended working - minimum of 3 out of 5 days onsite each week.

Responsibilities

• Ensuring I understand our Core Purpose and the role I play in delivering this
• Role modelling the Tesco values and leading by example in what I do and how I behave
• Creating a culture of highly engaged colleagues who are passionate about their role in serving shoppers a little better every day.
• Delivering our key metrics and performance measures
• Collaborating with teams to ensure colleagues have the information they need to serve their customers.
• Supporting my team with complex escalation management, liaising with stakeholders on outstanding issues and taking ownership to close issues
• Ensuring standard operating procedures are current and adhered to by my team
• Ensuring the team receive all training, knowledge and development to provide a quality service and deliver expectations
• Holding inspiring everyday conversations with my team, recognising great performance and encouraging a focus on development and career aspirations
• Supporting the performance of my team, providing structured guidance, expectations and accountability to improve performance in line with process
• Regularly meeting with my direct reports on a 1 to 1 basis and providing feedback
• Creating an inclusive culture for all colleagues where everyone is welcome
• Ensuring equal career development opportunities for all colleagues in my team
• Owning team action plans to create a "Great Place to Work" based on feedback and insight from colleagues
• Spotting and surfacing opportunities to address what gets in the way of great performance and improving colleague and customer experience
• Setting clear individual performance objectives with each member of my team
• Delivering my own personal objectives, preparing for and participating fully in everyday and structured conversations with my colleagues and manager
• Continually developing my skills to be the best I can be in my role.

People and teams you will work with

• Operations Team
• Resource Planning Team
• Service Experience Teams
• People Team
• Learning and Development Team
• Operational Support Team
• Stores

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

• A team of Customer Service Managers

You will need

Operational skills relevant for this job:

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

Experience relevant for this job

• 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

You will receive an email confirmation once your application has been submitted successfully

About us

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.