Manager - Chat Support

Job description

**About the role** Refer to you will be responsible for section **You will be responsible for** I lead and motivate my team to deliver operational excellence across all business critical metrics, continually striving to improve efficiency and service through effective  communication, colleague engagement, mentoring and development of my team. **In this job, I am accountable for:** Following our Business Code of Conduct and always acting with integrity and due diligence and have these specific risk 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  -  Crafting a culture of highly engaged colleagues who are passionate about their role in serving shoppers a little better every day  -  Ensure timely and effective resolution of customer concerns as per the defined SLA and KPIs   -  Maintain and enforce quality standards for customer interactions by delivering high Customer Satisfaction scores   -  Monitor and analyze team performance metrics.  -  Supporting my team with complex issue management, liaising with partners on outstanding issues and taking ownership to close issues  -  Ensuring the team receive all training, knowledge and development to provide a quality service and deliver expectations  -  Mentoring my team to deliver great service, perform operational transactions to a high standard and continually uplift performance  -  Managing team attendance and working in roster shifts to provide required support to team members   -  Implement best practices to enhance the overall customer service experience.  -  Contribute to the development and execution of customer service strategies and initiatives.  -  Holding inspiring everyday conversations with my team, recognizing great performance and encouraging a focus on development and career aspirations  -  Supporting the performance of my team, providing structured mentorship, expectations and accountability to improve performance in line with process  -  Crafting a fair, transparent and inclusive culture for all colleagues  -  Ensuring equal career development opportunities for all colleagues in my team  -  Continually developing my skills to be the best I can be in my role **Key people and teams I work with in and outside of Tesco:** **People, budgets and other resources I am accountable** **for in my job:** Store Colleagues  Associate - CEC colleagues  Tesco Customers  Senior Associate - CEC colleagues  CCEC operations colleagues  Lead - Continuous Improvement colleagues  CCEC support colleagues    Vendors    UK Stakeholders    Tesco Technology  Resource Planning          **You will need**   **Operational skills relevant for this job:** **Experience relevant for this job:** Customer service orientation  Managing performance  Microsoft Office e.g. Outlook email  Management Experience in BPO preferred in customer space   Communication in English - verbal and written  Contact Centre ways of working  Coaching  People / Team management  Conflict Resolution  Development of People  Planning & Organizing  Operational delivery  Strategic planning     Analysis and Problem Solving        **Whats in it for you?** At Tesco, we are committed to providing the best for you.    As a result, our colleagues enjoy a unique, differentiated, market- competitive reward package, based on the current industry practices, for all the work they put into serving our customers, communities and planet a little better every day.    Our Tesco Rewards framework consists of pillars - Fixed Pay, Incentives, and Benefits.     Total Rewards offered at Tesco is determined by four principles - simple, fair, competitive, and sustainable.    **Salary -** Your fixed pay is the guaranteed pay as per your contract of employment.    **Performance Bonus -** Opportunity to earn additional compensation bonus based on performance, paid annually    **Leave & Time-off -** Colleagues are entitled to 30 days of leave (18 days of Earned Leave, 12 days of Casual/Sick Leave) and 10 national and festival holidays, as per the company’s policy.    **Making Retirement Tension-FreeSalary -** In addition to Statutory retirement beneets, Tesco enables colleagues to participate in voluntary programmes like NPS and VPF.    **Health is Wealth -** Tesco promotes programmes that support a culture of health and wellness including insurance for colleagues and their family. Our medical insurance provides coverage for dependents including parents or in-laws.    **Mental Wellbeing -** We offer mental health support through self-help tools, community groups, ally networks, face-to-face counselling, and more for both colleagues and dependents.     **Financial Wellbeing -** Through our financial literacy partner, we offer one-to-one financial coaching at discounted rates, as well as salary advances on earned wages upon request.     **Save As You Earn (SAYE) -** Our SAYE programme allows colleagues to transition from being employees to Tesco shareholders through a structured 3-year savings plan.     **Physical Wellbeing -** Our green campus promotes physical wellbeing with facilities that include a cricket pitch, football field, badminton and volleyball courts, along with indoor games, encouraging a healthier lifestyle.  **About Us** At Tesco, inclusion is at the heart of everything we do. We believe in treating everyone fairly and with respect, valuing individuality and uniqueness to create a true sense of belonging. Diversity and inclusion are deeply embedded in our values—we treat people how they want to be treated. Our goal is for all colleagues to fe