About the Team

Tesco Mobile Contact Team is a highly driven team at the heart of every customer journey.  Constantly driving better outcomes for customers and colleagues. 

Working with our partners, internally and externally to always ensure the best possible outcome.

We own a broad range of channels, all supported by legal and regulatory function:

• Voice Sales (in/out bound)
• Voice Service
• Webchat (Retail, Sales, App & Service)
• Social Media and Review platforms
• Insurance, Repairs, Back Office alongside Executive complaints

About the role

As Contact Support you will be responsible for leading the day-to-day communication and relationship with our external suppliers. You will be part of the Tesco Mobile Contact Team reporting to the Circle lead, ensuring that Tesco Mobile delivers on its core principles.

Key Responsibilities

• Supporting my manager, in managing the day-to-day relationship with our Partners to deliver consistently great customer and colleague journeys against Tesco Mobile key performance indicators
• 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 impact on the channel; ensuring the best customer journeys are created first time
• Lead on continuous improvement program of works
• Analyse and prepare performance updates to internal and external stakeholders, continuously identifying opportunities to improve
• Strong 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 always remaining compliant

What We Need from You:

Essential Skills:

• Supplier Management
• Influencing & communication skills
• Data Analysis
• Forecasting/budgeting
• Relationship building
• Strong working knowledge of regulated products in the Telecoms Industry
• Previous retail/contact centre experience ideally sales based
• A good working knowledge of Tesco Mobile products and services