Customer Experience Team Leader

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Job Reference tesco/TP/5070464/1017883

Apply for this job Number of Positions: 2 Contract Type: Fixed Term Contract Details: 6 month secondment Salary: Competitive with Excellent Benefits Package Working Hours: 36 Location: Dundee Closing Date: 02/11/2026 Job Category: Customer Engagement Centre 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! 

• 26 weeks maternity and adoption leave (after 1 years’ service) 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

Click here to read more about the benefits we have available for our colleagues.

You will be responsible for

• Championing our Core Purpose by understanding how the role contributes to delivering great outcomes for customers and colleagues.
• Role‑modelling company values and setting high standards through consistent, positive behaviours.
• Creating a highly engaged team culture where colleagues feel motivated, included, and passionate about serving customers better every day.
• Delivering key performance metrics and driving strong operational results.
• Collaborating across teams to ensure colleagues have the information and support needed to serve customers effectively.
• Managing complex escalations, working with stakeholders to resolve issues and taking ownership to ensure closure.
• Maintaining and embedding standard operating procedures to ensure consistency and compliance.
• Ensuring colleagues receive the right training and development to deliver high‑quality service and meet expectations.
• Holding regular, meaningful conversations that recognise great performance and support career aspirations.
• Supporting performance management through clear guidance, expectations, and accountability.
• Providing structured 1:1 feedback to direct reports to support growth and development.
• Creating an inclusive environment where every colleague feels welcome and valued.
• Ensuring equal development opportunities for all team members.
• Owning action plans to build a great place to work using colleague feedback and insight.
• Identifying opportunities for improvement to remove barriers to performance and enhance colleague and customer experience.
• Setting clear individual objectives aligned with team and business priorities.
• Delivering personal objectives and actively participating in structured development conversations.
• Continuously developing skills to excel in the role and support team success.

You will need

• Analysis and Problem solving
• Communication
• Planning and Organising
• Conflict resolution
• Logical thinking and Decision making
• Coaching and development
• Collaboration/Empathy/Responsiveness/Resilience and Innovation
• Relevant experience in managing a team of direct reports.
• People Management experience
• Track record in coaching teams to deliver strong performance against key metrics.
• Excellent communicator – verbal and written
• Track record in identifying opportunities and problem solving to provide solutions
• Experience