Contact Support Executive - 12 Month FTC

What’s in it for you

We’re all about the little helps. That’s why we give our wonderful colleagues bags of benefits. Including wellbeing services, an award-winning pension scheme and much, much more, our colleague reward package keeps on giving.  And helps make every day a little better for you and your family.  These include but are not limited to:

• Colleague bonus scheme
• Holiday starting at 25 days plus a personal day (plus Bank holidays)
• Buy holiday salary sacrifice scheme (for salaried roles)
• Retirement savings plan - save between 4% and 7.5% and Tesco will match your contribution
• Life Assurance - 5 x contractual pay
• 26 weeks maternity and adoption leave (after 1 years’ service) at full pay, followed by 13 weeks of Statutory Maternity Pay or Statutory Adoption Pay, we also offer 4 weeks fully paid paternity leave
• The right to request flexible working from your first day with us
• Free 24/7 virtual GP service, Employee Assistance Programme (EAP) for you and your family, free access to a range of experts to support your mental wellbeing
• A Colleague Clubcard for you & a family member (after 3 months of service), giving you access to lots of discounts in-store & online
• Great colleague deals and discounts, saving you money on everyday purchases, eating out and utility bills for the home
• Access to our colleague networks providing a space for colleagues to come together from a range of backgrounds. For more information about our colleague networks please click here 
• Opportunities to get on - take advantage of our ongoing learning opportunities and award-winning training, to help you achieve the job and career you want

Click Here to read more about the full range of benefits we have available for our colleagues

About the role

We have an excellent opportunity for a Contact Support Executive to join our Tesco Mobile team. You will be part of the Tesco Mobile Contact Team reporting to the Chapter lead, ensuring that Tesco Mobile delivers on its OKR's to deliver outstanding best in class Customer service.

As a Contact Support Executive, you will be responsible for leading the day to day communication across some key areas of our business including the Change team, Partner managers, OSD, Carehub team other business support functions and partners. We work in Agile and are encouraging a culture of doing the right thing for customers, leading on the opportunities that will make the biggest difference and deliver the most value - learning and sharing as we go.

You will be responsible for

• Supporting our Partnership managers to deliver consistently phenomenal customer and colleague journeys against Tesco Mobile's OKRs, these include NPS, FCR and Tesco Mobile being a great place to work
• Proactively update and maintain Tesco Mobile processes within all relevant systems
• Ensure Tesco Mobile exceeds all legal and regulatory requirements efficiently whilst remaining customer centric
• Review all future Tesco Mobile change and the operational impacts on the channels: ensuring the best customer journeys are crafted first time
• Lead on continuous improvement opportunities in partnership with our contact partners and the Change team
• Analyse and prepare performance updates to internal and external partners, continuously finding opportunities to improve
• Strong collaborative working relationships with Finance, Commercial, Marketing, Retail, PR and Stock teams to be the interface between them and our Partners
• Follow our Business Code of Conduct and always acting with integrity and due diligence whilst remaining compliant at all times

You will need

• Strong, solid understanding of regulated products in the Telecoms Industry
• Previous retail/contact centre experience ideally service based
• Experience of working in Agile
• Strong influencing & effective communication skills
• A great teammate
• Data Analysis, a logical and pragmatic problem solver
• Proactive approach, being curious and challenging the status quo
• Relationship building and strong collaboration skills
• A good working knowledge of Tesco Mobile products and services desirable

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About us

A 50-50 joint venture between Tesco and VMO2 that was established back in 2003, Tesco Mobile has gone from strength to strength as we’ve launched into new services and markets. With more than 5 million customers, we’re the largest mobile virtual network operator in the UK. We’re proud to have an inclusive culture that’s uniquely Tesco Mobile, with a strong sense of community, plus all the benefits of working for one of the shareholders.

We care for human connection and we keep our customers at the heart of everything we do, which is why we’ve embraced the Agile way of working. Agile is more than just a methodology – it’s a liberating journey that puts customers and purpose first. It empowers us to self-organise, collaborate, co-create and rapidly inspect and adapt everything we do – allowing us to respond at pace to our customers’ needs. It encourages variety of thought and enables us to thrive, both individually and collectively.

We are proud to have an inclusive culture at Tesco where everyone truly feels able to be themselves. At Tesco, we not only celebrate diversity, but recognise the value and opportunity it brings. We're committed to creating a workplace where differences are valued, and make sure that all colleagues are given the same opportunities. We’re proud to have been accredited Disability Confident Leader and we’re committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support we can offer, please click here.

We’re a big business and we can offer a range of diverse full-time & part-time working patterns across our many business areas, which means that we can find something that works for you.  We work in a more blended pattern - combining office and remote working.  Our offices will continue to be where we connect, collaborate and innovate.  If you are applying internally, please speak to the Hiring Manager about how this can work for you - Everyone is welcome at Tesco.