Contact Support Executive

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Job Reference tesco/TP/18451642/1017323

Apply for this job Number of Positions: 2 Contract Type: Permanent Salary: Competitive with Excellent Benefits Package Working Hours: 36 Location: Manchester Closing Date: 26/10/2026 Job Category: Tesco Mobile and Telecoms Business Unit: GB Head Office

What’s in it for you

We’re all about the little helps. That’s why we make sure our Tesco colleague benefits package takes care of you – both in and out of work. Click Here to find out more!

 

• Annual bonus scheme of up to 10% of base salary
• Holiday starting at 25 days plus a personal day (plus Bank holidays)
• 26 weeks maternity and adoption leave (12 months service required at the qualifying date) at full pay, followed by 13 weeks of Statutory Maternity Pay or Statutory Adoption Pay, we also offer 6 weeks fully paid paternity leave
• Free 24/7 virtual GP service, Employee Assistance Programme (EAP) for you and your family, free access to a range of experts to support your mental wellbeing

The above information is a shortened summary, refer to our policies for full details 

About the role

As a Contact Support Executive, you'll play a key role in ensuring our customer contact operations run smoothly and effectively. Working closely with teams across the business, you'll help shape and support improvements to customer journeys, processes and service solutions, ensuring they meet both customer and business needs.

You'll bring valuable operational expertise, helping to bridge the gap between day-to-day service delivery and longer-term improvement initiatives. Using your knowledge of customer contact operations, you'll contribute to the development of new processes, products and ways of working, ensuring solutions are practical, compliant and focused on delivering the best possible customer experience.

This is a collaborative role that requires strong stakeholder management skills, a proactive approach to problem-solving and a passion for continuous improvement. You'll work with a variety of teams to identify opportunities to simplify processes, improve efficiency and drive positive outcomes for customers and colleagues alike.

You'll be part of a fast-paced environment where innovation, teamwork and customer focus are at the heart of everything we do.

You will be responsible for

• Guiding and supporting the successful delivery of automated customer journeys across Contact channels and partners to create seamless customer experiences.
• Acting as the Contact Subject Matter Expert (SME) within the I Love Automation squads, representing the voice of Contact and sharing operational knowledge to help shape product decisions, customer journeys and process improvements.
• Building strong partnerships with Contact Partners and squad teams to ensure changes are effectively planned, communicated and embedded within operations.
• Supporting operational readiness for change by contributing to capacity planning, training requirements, knowledge updates and colleague communications.
• Managing and maintaining Contact knowledge, ensuring knowledge articles, colleague processes and AI-driven processes remain accurate and up to date.
• Supporting Contact Support BAU activities as required, ensuring operational processes, policies, controls and knowledge remain accurate, compliant and aligned to business and regulatory requirements.
• Proactively reviewing and maintaining Tesco Mobile processes across relevant systems, identifying opportunities for continuous improvement.
• Acting as a custodian of Contact policies, procedures and governance standards.
• Monitoring the operational impact of change and automation deployments, escalating risks and driving improvements where required.
• Maintaining strong relationships across Contact, Product, Tribes, Squads and Centres of Excellence to support successful del