Contact Support Executive

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.

What is 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

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 delivery and knowledge sharing.
- Providing operational expertise and Contact support across multiple squads, tribes and business initiatives as required.
- Supporting and upskilling colleagues and partners on new processes, tools and knowledge content.
- Being an active member of the Contact Support team, contributing to a positive team culture and making Tesco Mobile a great place to work.
- Following the Tesco Business Code of Conduct and always acting with integrity, due diligence and compliance in everything you do.

You will need

- Strong communication and stakeholder management skills.
- Experience in Contact Centre, Customer Operations or Telecommunications environments.
- The ability to work independently and collaboratively across teams.
- Strong relationship-building and influencing skills.
- Experience working in agile environments.
- Strong analytical and problem-solving capabilities.
- A proactive mindset with a passion for continuous improvement.
- Knowledge of regulated products and customer-focused operations.
- For internal candidates, knowledge of Tesco Mobile products, services and Contact operations would be beneficial.

About us

A 50-50 joint venture between Tesco and VMO2 that was established back in 2003, Tesco Mobile has gone from strength to strength as we’ve launched into new services and markets. With more than 5 million customers, we’re the largest mobile virtual network operator in the UK. We’re proud to have an inclusive culture that’s uniquely Tesco Mobile, with a strong sense of community, plus all the benefits of working for one of the shareholders.

We care for human connection and we keep our customers at the heart of everything we do, which is why we’ve embraced the Agile way of working. Agile is more than just a methodology – it’s a liberating journey that puts customers and purpose first. It empowers us to self-organise, collaborate, co-create and rapidly inspect and adapt everything we do – allowing us to respond at pace to our customers’ needs. It encourages variety of thought and enables us to thrive, both individually and collectively.

We are proud to have an inclusive culture at Tesco where everyone truly feels able to be themselves. At Tesco, we not only celebrate diversity, but recognise the value and opportunity it brings. We're committed to creating a workplace where differences are valued, and make sure that all colleagues are given the same opportunities. We’re proud to have been accredited Disability Confident Leader and we’re committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support we can offer, please click here .

We’re a big business and we can offer a range of diverse full-time & part-time working patterns across our many business areas, which means that we can find something that works for you. We work in a more blended pattern - combining office and remote working. Our offices will continue to be where we connect, collaborate and innovate. If you are applying internally, please speak to the Hiring Manager about how this can work for you - Everyone is welcome at Tesco.