and Homeworking Operations receive 17 million contacts per year, from our customers
and Homeworking Operations receive 17 million contacts per year, from our customers
"We aim to put customers first in absolutely everything we do, doing the little things to create brilliant differences"
Strategy, Business Planning & Operations Development
Digital / Multichannel
When customers want to get in contact with Tesco, we’re their first port of call. We’re on hand to sort out all manner of queries that they might have – anything from Tesco Direct products, Clubcard or Grocery Home Shopping or the quality of customer service in our stores. We communicate with our customers in a number of ways: from telephone and social media to web chat, email and letter – whatever’s easiest for them.
We aim to put customers first in absolutely everything we do, doing the little things to create brilliant differences. That’s why the Tesco Customer Service Centres were set up – to create places that inspire great customer service every time. We started in 1996 with Clubcard Helpline and 200 staff – but have quickly grown and now have Customer Service Centres in Dundee and Cardiff. We now have over 2,000 staff responding to our customers and our stores, and around 300 staff working from the comfort of their own home.
And it doesn’t stop there. As our business grows, by the end of 2015 we expect to have received around 33 million contacts from UK customers. Success like this can only mean more opportunities for new colleagues.
We honestly think we’re right for almost everyone. Our centres are made up of a really diverse bunch of naturally warm and friendly people. The thing we all have in common is that we’re passionate about helping others – whether that’s customers or colleagues – and we take a real pride in what we do. It’s what makes our Customer Service Centres happy, honest and inspiring places to work.
As well as our Customer Service teams, you might also be interested in our other Customer Service Centre departments. These include: Learning and Development, Communications, Human Resources, Operational Development, Resourcing, Customer Insight and Business Support Teams.
It’s not all work and no play – we like to have fun, too. With active social, charity and community teams, you’ll find a packed diary of regular events. These range from work fun days and Apprentice-style challenges in the local community to the glitz and glamour of the Oscars and our annual Charity Ball.
We have a great subsidised restaurant at both of our sites offering meals and snacks throughout the day to cater for all shift patterns. If you prefer to bring your own food we have microwaves too. Hot drinks are available for free from vending machines throughout the buildings and there are also Costa Coffee machines. We also have chill out areas for you to relax during breaks. And don’t forget our free car parks!
A new career can always be daunting, but we’re here to help you get off to the very best start possible. Our Academy lasts for up to three weeks, and will help you to understand all you need to know about our values and culture. You’ll have a team of trainers and coaches to guide you as you find out about our systems, product knowledge and procedures. During this time you’ll be able to strengthen your communication skills, too.
It’s completely up to you. What you want to do with your career – whether that’s reaching your potential in your current role or moving towards another broader role – is really important to us. That’s why over 90% of our roles are advertised internally, and there are a wide range of career paths to follow within Tesco.
I’ve never worked in a contact centre before – does this matter?
Not at all. We’re simply looking for warm and friendly people with natural strengths. Our induction training will give you all the product knowledge and systems training that you need to confidently provide good customer service.
Is there a probation period?
We have a probation period, which can last up to six months. It’s nothing to worry about, just a way for us to measure your development.
I booked a holiday before I knew I was moving jobs.
We’d ask you not to take any holidays during your induction – as it’s when you’ll be learning all about the job and meeting your new colleagues. This covers the Academy period and the two weeks after it’s finished. We’ll honour any holidays outside this period, as long as you let us know your plans during your interview. Your Team Leader will talk you through our holiday booking process when you start.
I’m not sure about my computer skills… should I apply?
As you’ll be using a PC for most of your day you’ll need to have basic computer skills and be able to navigate around a keyboard confidently. Our homeworkers also need to know about how to download basic documents and programmes. But don’t worry – you’ll be trained to use all our systems competently, no matter how customers are making contact with you.
What will the training hours look like?
Wherever possible your training hours will be similar to your shift pattern. However, most training is done on a full-time basis for up to three weeks.
What if I don’t feel ready after my training?
Don’t worry – we’ll have hired you because we think you’re up to the job. But if you feel you need it, further support will be available from your Induction Trainer, coaches, buddies and your own Team Leader.
I want to know more about homeworking.
Have a look at John Tunstall's profile in the "Our people" section. John is a Customer Advisor who works from home. This will give you a better idea of what it’s like to be part of our Homeworking team.
John Tunstall - Homeworking Customer Advisor in the Dundee CSC
I have been a homeworker for Tesco for just coming up to 2 years. The homeworking environment is a very different one from being in the CSC, it’s a lot less hustle and bustle but there is a great camaraderie within this area of the business. The morale within each and every team is second to none even though you do not sit face to face with your team mates you know they are there to help if you need it, you are not alone even though you work alone.
Also you are the voice of Tesco on the end of the phone for so many varied calls; from an abandoned shopping trolley, a compliment or even just a friendly reassuring voice to talk through logging in to Tesco’s website. Our customers range from the young, digital native to the less experienced online consumer. You have to have patience and respect for others, an elderly person may call and you may be the only person they speak to that day and in some cases that week, so I feel privileged to be a small part of their life and being able to help them. I love my job and love Tesco for giving me this opportunity to say it.
Darren Waters – Team Leader in Cardiff CSC
I arrive at work with a smile on my face, ready for the day ahead.
I check our workloads for the day and that everyone’s breaks are as they should be. I know these will be the first 2 questions asked. Then I’ll check in with my colleagues, making sure everyone is focused at doing our best for our customers. It’s important as a team we’re all in the right frame of mind and it’s my job to make sure that happens.
I like to do 1-2-1's with my team early in the day. I’ll write up what’s happened the week before and celebrate any successes. There may be a specific coaching issue to address but I also like to use the time to find out about my people, what they’ve been doing and if they have any concerns. Team time is important too, sharing what’s going on in the CSC and eating cakes and buns. My team love it when I bring them goodies, it certainly improves morale.
Each day is different with so much going on. It’s a great place to work and everyone wants to do their best for Tesco and their customers.
Jemma Sargent, Customer Service Advisor
I joined Tesco’s Customer Service Centre (CSC) in Cardiff way back in 2008, originally with the intention of finding a short term job that simply fitted around my family commitments. However, I quickly found there’s truly much more to it than a convenient job! Before working with Tesco, I must admit that I always thought of it as a large, faceless company without any personality; it didn’t take me very long to realise that each and every colleague, whatever their position within the CSC, works to a set of values that everyone takes seriously.
As a Customer Service Advisor, my primary function is to save, foster and reinforce the relationship between us and our customers. There are a host of multichannel methods that customers can interact with us; I currently specialise in Clubcard, Grocery Home Shopping and Store Reception. I always try to do my best to make every moment matter, for every single customer, by providing them with something to remember about every call.
I have been working on my own self-development and have been offered the opportunity to coach and lead others by stepping up as a Team Leader; these experiences have further inspired me to focus on my own career aspirations. So now I enjoy a job which, not only fits around my family life, but work alongside a genuinely passionate and customer centric team and look forward to developing myself and progressing my career.
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