Contact Support Executive - 7 month FTC

Job Description

This role is part of the Tesco Mobile team and will be based out of the Tesco Mobile Manchester office 2 days per week, Tuesday's and Wednesday's!

As a Contact Support team member within the Tesco Mobile Contact Team, you will play a key role in ensuring magnificent communication across critical areas of the business. Reporting to the Chapter Lead, you will help drive Tesco Mobile’s dedication to delivering outstanding, best-in-class customer service by supporting key business functions, including the Change team, Partner Managers, OSD, Carehub team, and other customers.

Operating in an Agile environment, you will be instrumental in encouraging a culture that priorities customer-centric solutions. You will orchestrate initiatives that build significant impact and value, ensuring Tesco Mobile stays aligned with its goals and achievements. Collaboration, continuous learning, and knowledge-sharing will be at the heart of your role as we work together to improve the customer experience.

Who we are

Tesco Mobile is a totally unique business, a 50/50 joint venture between VMO2 and Tesco that launched back in 2003 and has gone from strength to strength as we’ve launched into new services, markets and customer propositions.

Tesco Mobile has more than 5 million customers and is award-winning, instilling agile methodologies and cultivating a fantastic can-do attitude across it's teams. We're always on the lookout for the best talent, be that from our two shareholders or the wider industry.

Working at Tesco Mobile means being employed by one of our joint venture shareholders – Virgin Media O2 or Tesco Mobile, our Head Office vacancies are advertised under both brands. Our culture is uniquely Tesco Mobile with a great sense of community, but with all the benefits of working for one of the shareholders as well. 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 care for human connection – we are supermarket mobile!

The must haves

In order to be considered, you have the following experience;

• A good knowledge of Carehub or a similar product
• Strong influencing and communication skills.
• A collaborative teammate with excellent relationship-building abilities.
• A proactive attitude, with curiosity and a willingness to challenge the status quo.
• Proven understanding of regulated products within the Telecoms industry.
• Previous experience in a retail or contact centre environment, ideally in a service-based role.
• Experience working in an Agile and collaborative environment.
• Experience in data analysis with a logical and pragmatic approach to problem-solving.

The other stuff we are looking for

We'd also love you to bring;

• Ability to adjust to changing priorities and work in a fast-paced, dynamic environment.
• Good solid understanding of Tesco Mobile products and services.
• Strong critical thinking skills to identify challenges and develop effective solutions.
• Ability to understand and lead emotions, both in yourself and others, to improve collaboration and relationship.

What's in it for you

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Tesco Mobile means you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

We're all about hybrid working here, so expect to have a base location where you'll have the right facilities to enable amazing collaboration and quality time with your team, alongside all the right kit to work from home too.

Next steps

Once you've applied the next steps of the process, if successful, are likely to include a two stage interview process.

If you’ve got any burning questions or require reasonable adjustments to support you through the recruitment process, please drop the recruiter a note. Thanks for your patience in the meantime and for showing an interest in joining the Tesco Mobile family.

Please note if you are a former VM candidate and you are successful for this role, you will need to be transferred to an O2 contract. Any length of service would be protected.

Please note Tesco Mobile is not obliged to automatically prioritise at-risk VMO2 candidates. However, we will do what we can to support VMO2 when there is talent at risk.

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