Store Call Resolution Team Leader

Store Call Resolution Team Leader
£28,645 to £33,000 plus great benefits (Work Level 6B) 
Manchester city centre, hybrid 
12-month secondment

We’re looking for a Store Call Resolution Team Leader to join the Colleague Contact Operation team within our wider Co-op Business Services (CBS) organisation. CBS is made up of a number of diverse teams dedicated to delivering high-quality, reliable and cost-effective business services across our Co-op. You’ll play a key role in helping CBS to support and realise our group vision of ‘co-operating to build more value for member-owners every day’.

As an Store Call Resolution Team Leader, you’ll manage a multi-skilled team that supports store colleagues with availability issues and queries regarding our products instore. You’ll lead the team and make sure processes are followed, service level agreements are met, and lead by example providing an excellent customer experience. We’ll look to you to work collaboratively across the helpdesks within Colleague Contact to support and deliver an excellent service for our front facing colleagues across the business.

What you’ll do

• Manage the workflow for the team, and lead daily stand ups 
• Be responsible for reporting and understanding our service level agreement (SLA) and key performance indicator (KPI) performance data and identify places for improvement 
• Look for opportunities to continuously improve services and performance, working closely with the
• Operations Manager and Escalations Manager 
• Work across the operation to support other helpdesks and the management of risks and escalations
• Be responsible for the teams’ training, development, and quality assurance 
• Develop and maintain collaborative relationships with all external and internal customers, including key partners in Supply Chain, Operational Excellence and Operational Store Support

What you’ll bring

• An understanding of our food store operations, (i.e., how are food stores work, challenges, processes)
• Good Microsoft Excel skills, with the ability to understand and analyse data 
• Experience in dealing with complaints from customers or senior internal partners 
• An interest in managing and developing people
• The ability to prioritise workload in a fast-paced environment 

Why Co-op?

At Co-op, we’re owned by our members. And because we’re owned by you, we can do right by you. So when you join us, you’re not just taking a job, you’re joining a movement. We’re an organisation that puts people and communities first, and we’re powered by purpose. We want this to be a place where you can thrive, so you’ll also receive:

• An annual bonus (based on personal and business performance)
• 28 days holiday (rising to 32 with service) plus bank holidays
• A pension with up to 10% employer contributions
• 30% discount on Co-op products and 10% off other brands
• Stream – early access to a percentage of your pay as you earn it
• Virtual healthcare including GP appointments, mental health support, nutrition and fitness advice
• 24/7 colleague support service
• Training and support for your development and career progression
• Cycle-to-work scheme

A place you’ll belong

We’re building diverse teams that reflect the communities we serve. We welcome applications from everyone, and our support centre is an inclusive environment where all our colleagues can thrive.

If you have a disability, we’ll make reasonable adjustments to support you through the recruitment process. We’re also proud to be part of the Disability Confident scheme - if you’re disabled and you meet the minimum criteria for this job, we’ll guarantee you an interview.

Learn more about our recruitment process at https://jobs.coop.co.uk/apply-process

Explore our commitments to diversity, inclusion and wellbeing at https://jobs.coop.co.uk/diversity-inclusion-wellbeing

As part of your application, you'll need to complete an online assessment. This assessment typically takes up to 50 minutes. If you're a current Co-op colleague, this does not need to be completed. 

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