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Customer Service Assistant Manager
Job Reference tesco/TP/17526920/940300
What’s in it for you
We’re all about the little helps. That’s why we make sure our Tesco colleague benefits package takes care of you – both in and out of work. Click Here to find out more!
- Annual bonus scheme of up to 10% of base salary
- Holiday starting at 25 days plus a personal day (plus Bank holidays)
- 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 6 weeks fully paid paternity leave
- 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
About the role
Positioned at the heart of our Customer team, the Insight team is dedicated to building a deep understanding of colleagues, customers, competitors, and market performance. Our mission is to provide clear, actionable insight that drives meaningful change—helping Tesco become a truly customer-centric business and consistently win with customers.
As Panel Coordinator, you will play a vital role in the day-to-day management of a new customer insight community. Acting as the primary point of contact for panel members, you’ll ensure the panel remains diverse, engaged, and representative of our broader customer base. You’ll work closely with teams across Tesco and external agency partners to ensure the community delivers robust, timely insight that supports our evolving customer proposition.
You will be responsible for
Managing a large and diverse customer community, ensuring it remains representative of Tesco customers and the wider UK population across a range of demographic and behavioural characteristics.
Implementing targeted recruitment strategies to attract underrepresented customer groups, supporting inclusivity and insight quality.
Monitoring customer engagement and performance, identifying and addressing unresponsive, high- and low-performing panel members to maintain panel health and reliability.
Closing the feedback loop, ensuring customers receive timely and meaningful updates so they feel heard, valued, and part of the development process.
Collaborating with the Home Panel team, aligning on best practices in panel management—including privacy policies, terms and conditions, and customer communications.
Handling customer queries and concerns, working alongside the Customer Engagement Centre (CEC) to resolve any issues or complaints effectively.
Coordinating with the Recruitment and Home Usage Testing (HUT) teams to improve consistency, efficiency, and collaboration across Tesco’s customer testing panels.
Ensuring compliance with GDPR and data privacy best practices, safeguarding customer information at all times.
You will need
Excellent verbal and written communication skills, with the ability to engage clearly and empathetically with both customers and internal stakeholders.
Strong organisational skills and attention to detail, ensuring high-quality delivery across multiple tasks and touchpoints.
Panel management or CRM experience, with a good understanding of how to manage and engage a large customer community.
Ability to work independently and maintain high standards, demonstrating initiative, accountability, and self-motivation.
Experience in a customer-facing or online community role, with a strong understanding of customer needs and digital engagement best practices.
A practical, solutions-focused mindset, comfortable resolving issues proactively and efficiently.
An innovative and continuous improvement mindset, always looking for opportunities to unlock efficiencies within processes.
Proficiency in Microsoft Excel, with the ability to organise, analyse, and present data effectively.
A strong customer service orientation, ensuring customer interactions are handled with care, respect, and professionalism.
About us
You might know us as a supermarket, technology company or even for our award-winning mobile network. Truth is, we’re all of those things, and much more. Our colleagues work with one goal in mind, helping to make every day a little better for our customers, colleagues and communities all over the world. No two customers are the same, neither are our colleagues.
At Tesco, we champion a balance that lets you thrive both in and out of work. Spend 60% of your week collaborating with colleagues at our office locations or local sites and the rest remotely. Whether you're just kicking off your career, juggling passions, or navigating big life events, we're here to support you. We always welcome a conversation about flexible working, so talk to us throughout your application about how we can support.
We're proud to be an accredited Disability Confident Leader, where everyone’s welcome. That’s why we commit to providing a fully inclusive and accessible recruitment process. If you need support with your application, click here for more information. And if you're interested in joining our team but don't tick every box, don't let that hold you back from applying