Tesco simplifies customer service operations
21 June 2017
Tesco has today announced its intention to simplify its customer service operations by consolidating its Customer Engagement Centres (CEC) into a single, expanded operation in Dundee. As part of the changes, Tesco has taken the difficult decision to close its other CEC located in Cardiff.
This will allow Tesco to simplify its operations while continuing to offer a high level of customer service over the phone, by email, and on social media.
The changes form part of a wider programme of transformation, which has been taking place over the last two years, to ensure Tesco runs its business in a sustainable and cost-effective way, and is set up for the future in a rapidly changing retail sector.
Tesco is proposing to close its Cardiff CEC in February 2018, with 1,100 colleagues affected. Tesco also expects to create 250 new roles at its Dundee office.
Matt Davies, UK CEO of Tesco, said:
“The retail sector is facing unprecedented challenges and we must ensure we run our business in a sustainable and cost-effective way, while meeting the changing needs of our customers.
“To help us achieve this, we’ve taken the difficult decision to close our customer service operations in Cardiff.
“We realise this will have a significant effect on colleagues in the Cardiff area, and our priority now is to continue to do all we can to support them at this time.”