Associate, CEC Operations

About the Role

This role provides support to store colleagues in the UK and Ireland by understanding their reported issue, troubleshooting, and resolving the issue efficiently to deliver great service.

Key Responsibilities

• Resolve issues and queries raised by store colleagues.
• Raise issues with tickets efficiently to minimize impact on store customers.
• Deliver role and performance metrics consistently to agreed quality and reliable service standards.
• Deliver personal objectives, preparing for and participating fully in conversations with colleagues and manager.
• Maintain and share knowledge of work processes.
• Take ownership of issues and use knowledge and behavioral skills to engage, understand, action, and deliver with confidence.
• Use continuous improvement skills to identify and raise opportunities for process and practice improvements and embrace change.
• Identify what is hindering progress and act as a catalyst for improvement by highlighting issues.
• Continually develop skills to excel in the role.
• Identify operational improvements and find solutions by applying CI tools and techniques.
• Complete tasks and transactions within agreed performance metrics.
• Apply fundamental work theories, concepts, and processes in own areas of work.

Accountabilities

• Following the Business Code of Conduct, acting with integrity and due diligence.
• Understanding the Core Purpose and the role in delivering it.
• Role-modeling Tesco values and leading by example.
• Understanding the role in delivering key performance metrics.

Key People & Teams

• Store Colleagues
• CEC operations colleagues
• CEC support colleagues
• Vendors

Requirements & Tech Stack

• Customer service orientation
• Customer Service
• Basic Microsoft Office (e.g., Outlook email)
• Communicating and working in a team environment
• Communication in English - verbal and written

Rewards at Tesco

• Fixed Pay: Guaranteed pay as per the contract of employment.
• Performance Bonus: Opportunity for additional compensation bonus based on performance, paid annually.
• Leave & Time-off:
• 30 days of leave (18 days Earned Leave, 12 days Casual/Sick Leave)
• 10 national and festival holidays
• Retirement Benefits: Statutory retirement benefits, voluntary programs like NPS and VPF.
• Health & Wellness:
• Insurance for colleagues and their family, including dependents (parents or in-laws).
• Mental health support (self-help tools, community groups, ally networks, face-to-face counselling).
• Physical wellbeing facilities on campus (cricket pitch, football field, badminton and volleyball courts, indoor games).
• Financial Wellbeing:
• One-to-one financial coaching.
• Salary advances on earned wages upon request.
• Save As You Earn (SAYE): Structured 3-year savings plan to transition from employees to Tesco shareholders.

Work Environment

• Hybrid Model: 60% of the week in office, rest remote.
• Inclusion: Committed to treating everyone fairly and with respect, valuing individuality and uniqueness.
• Disability Confident Committed Employer.
• Flexible work arrangements encouraged.