and Home Working Operations receive 18 million contacts per year from our Customers
hours of training and coaching to supporting our colleagues development this year
we’ve raised over £80k for our Charity of the year in 2014
"We aim to put customers first in absolutely everything we do, doing the little things to create brilliant differences"
Analytics and Data Science
Serving Britain's shoppers a little better every day...that's our Core Purpose, and that's what we pride ourselves on here in the Customer Engagement Centres.
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, Online queries 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 put customers first in absolutely everything we do, doing the little things to create brilliant differences. That's why the Tesco Customer Engagement 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 Engagement 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 Engagement Centres happy, honest and inspiring places to work.
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 diverse structure across our Centres with a number of key areas including:-
This area includes our Human Resource Teams, Payroll and Learning and Development
The hub of our Centres, we have teams consisting of Advisors, Team Leaders and Operations Managers across our Centre and Homeworking Operations who support our customers, resolving their queries and concerns, with personalised and individual responses, no matter which method of contact our customer use, phone, web chat, e mail, letters or social media. Alongside our Operational Teams we have Creative Content Developers and Authors to provide our internal communications, and also Customer Research, Performance and Speech Analysts
This area includes our Resource and Forecasting analysts along with our Service Delivery and Capacity and Teams. Basically, everyone we need to make sure we have the right people in the right place at the right time.
This area includes the Teams which support our Business in areas such as F & F, Tesco Direct, GHS and Clubcard. They provide and communicate the data and insight which is required to ensure that we provide the best possible experience for our customers.
This area includes our Programme and Improvement Managers, MI Developers. Knowledge Developers and Product and Process Analysts
As you'll have seen, we have a wide variety of roles, all of which give the opportunity to use different skills and strengths.
A new career can always be daunting, but we’re here to help you get off to the very best start possible. For our Customer Service Advisors, our Academy lasts for up to three weeks, and will help you to understand all you need to know about our values and culture. We have a team of trainers 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.
Resolving a customer issue is only the first part of what we do – we want to try and address the root cause of the issue – and that’s where our Insight Analysts come in. We share our finding with colleagues in other parts of the business and we use the information to improve how we work. Our Improvement managers look at changes to our ways of working, systems and processes to make life easier for our customers and colleagues.
And then of course we have a wide selection of other opportunities to support our Centres. We have People Partners who look after our Human Resources function, we have a large Learning and Development Team, we have Team Leaders, Operation Managers, Business Partners, Insight Analysts, and IT support.
So, whether you’re a Customer Service Advisor, making a difference to our Customer’s day by resolving their issue, a Trainer supporting our colleagues, a Team Leader who is there to guide their Teams or an Analyst identifying trends and making sure we have the right people in the right place – everything we do points to our core purpose - ‘Serving Britain’s shoppers a little better every day’.
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© Tesco 2015