Job Description
One Stop is looking for someone who enjoys helping others and solving problems. In this role, you will support our franchise store teams by answering questions, resolving issues, and helping day-to-day operations run smoothly. Queries will come through phone and email.
This role involves speaking with franchise colleagues to understand their queries and using clear processes and knowledge bases to find solutions. There are opportunities to build relationships across the business, working with different teams and using systems to investigate and resolve issues.
You will also play a part in improving how things work for our stores and customers.
- Providing support, coaching, and guidance to Franchise stores via a telephone helpline, email, and Slack, covering:
- Store ordering
- Ranging/scanning issues
- Stock and delivery procedures
- Till operations and functionality
- Store back-office operations
- Basic IT queries
- Supplier issues
- Supporting Business Development Managers as required
- Logging all queries accurately via the Zen Desk call logging system
- Responding to wider business queries relating to stores and operations
- Delivering expert guidance on store procedures, including cash handling, stock, delivery processes, and back-office functions
- Access and operate stores� EPOS systems remotely to troubleshoot and support
- Ensure all enquiries are handled professionally, courteously, and in a timely manner
- Escalate unresolved issues to appropriate colleagues to ensure quick resolution
- Work with the helpdesk team to identify and flag recurring issues
- Gather and analyse data to support decision-making for self, team, and management
- Visit stores to build knowledge and strengthen relationships
- Stay up to date with all retail communications
- Make informed, customer-focused decisions
- Collaborate cross-functionally to achieve the best outcomes
- Take ownership and accountability for decisions and actions
- Demonstrate company values in all communications
Experience relevant for this job
- Strong communication skills
- Analytical thinking and decision-making ability
- Confident IT user (PC literate)
- Experience using remote access software
Qualifications
- Good standard of secondary education
- Numerate and literate
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Company benefits
25 days annual leave + bank holidays
Additional voluntary pension contribution
Adoption leave – 26 weeks full pay (after 52 weeks service)
Annual bonus
Annual pay rises
Bike parking
Buy or sell annual leave
Car allowance
Charity donation scheme
Chill out zone
Cinema discounts
Coffee discounts
Collaboration spaces
Company car
Company freebies
Compassionate leave
Critical Illness Insurance
Cycle to work scheme
Death in service
Dental coverage
Discretionary sick pay
Electric Car Salary Sacrifice
Emergency leave
Employee assistance programme
Employee discounts – 10% off and 15% on pay day weekends
Employee phone programme
Enhanced maternity leave – 26 weeks full pay (after 52 weeks service)
Enhanced paternity leave – 6 weeks full pay (after 52 weeks service)
Enhanced pension match/contribution – up to 7.5% matching
Equity packages
Ergonomic workstations
Eye Care Support
Faith rooms
Family health insurance
Fertility treatment leave
Financial advice
Fully stocked snack cupboard
Gym membership
Health assessment
Health insurance
In house training
L&D budget
Learning license
Learning platform
Legal consults
Life assurance – Five times your pay
Life insurance
Lunch and learns
Meditation space
Menopause support
Mental health first aiders
Mental health platform access
Mentoring
Modern office
On-site barista
On-site catering
On-site gym
On-site personal trainer
On-site shower
On-site wellness room
On-site wellness services
On-site workout classes
Open to compressed hours
Open to job sharing
Open to part time work for some roles
Open to part-time employees
Optional unpaid leave
Paid fostering leave
Personal development budgets
Personal development days
Pregnancy loss leave
Private booths
Referral bonus
Religious celebration leave
Relocation packages
Restaurant discounts
Sabbaticals
Salary advance
Salary sacrifice
Secure on-site parking
Sensory-Friendly Setup
Share options
Skilled worker visas
Sports teams
Study support
Teambuilding days
Theme park discounts
Time off in-lieu
Tree planting
Volunteer days
Wellbeing incentive programme
Reservist leave
Working at Tesco
Company employees:
330,000+
Gender diversity (m:f):
49:51
Hiring in countries
Ireland
United Kingdom
Office Locations
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