We are seeking a detail-oriented and customer-focused Associate to join our Query Management Team. This role is ideal for someone who thrives in a fast-paced environment, is eager to learn, and is committed to providing timely, accurate results.

Act as the primary contact for resolving queries via ticketing systems .
Acknowledge and respond to all incoming queries within defined SLAs (e.g., First Response Time 2 hours).
Ensure accurate, complete, and timely resolution of tickets, aiming for first-time resolution.
Adhere to standard operating procedures (SOPs) and internal guidelines while handling queries.
Ensure all process changes are understood, implemented, and reflected in responses.
Track and update case status regularly to ensure visibility and traceability.
Instrumental in driving SLAs and KPIs for the team in line with Business objectives, periodically review them and provide
feedback/ suggestions on improving or simplifing process.
Role modelling the Tesco values and leading by example in what I do and how I behave.
Escalate complex queries to appropriate teams or subject matter experts in a timely manner.
Participate in knowledge-sharing and team huddles to stay updated on policies and changes.
Cross-train across functions to support multi-skilling and business continuity.

Ticketing System Proficiency
Experience in coordinating with multiple stake holders
Query Categorization & Prioritization
Experience in delivery of change projects
First-Time Resolution (FTR)
Experience working with Legal & Information security,
Customer service orientation
compliance teams preferred
Proficient in Microsoft Office
Excellent verbal and written communication in English
Quality Assurance
Analysis and Problem Solving