Customer Service Representative in Newcastle upon Tyne

About the role

Serving our customers, communities, and planet a little better every day.

Customer Service Representative

Salary: £25,200 - £26,000 per year (depending on experience) + annual bonus

Hours: Full-time, 36 hours per week

Location: Longbenton, Newcastle

About the role

We know insurance is personal - that's why our colleagues in the General Insurance team know how to help Tesco customers with their home and motor insurance needs. As part of the team, you'll help customers manage and service their policies. You'll thrive in a fast-paced, professional team where working together to achieve what matters most goes hand in hand with delivering exceptional service with empathy and care.

What you'll be responsible for

• Delivering excellent customer service across every interaction
• Managing high call volumes while maintaining a positive, engaging approach
• Educating customers about our full range of products and services (training provided)
• Handling inbound and occasional outbound calls
• Applying judgement to resolve customer queries efficiently
• Promoting our digital channels to help customers self-serve where appropriate
• Recording all customer interactions accurately and promptly

What you'll need

• A passion for delivering excellent customer experiences
• Previous contact centre experience is desirable, but transferable experience from retail, hospitality or leisure is equally valued
• Clear and confident communication skills, both written and verbal
• Strong technical capability, as you'll regularly use multiple systems simultaneously
• Empathy, resilience and adaptability in a fast-paced environment

What's in it for you?

• Tesco Colleague Clubcard: 10% discount (15% every payday weekend)
• Wellbeing & health: free 24/7 Virtual GP service for you and your family, plus Cycle to Work scheme, and access to Wellhub to save on your gym membership
• Generous leave: 7.2 weeks' holiday (including Bank Holidays)
• Family support: enhanced maternity, paternity and shared parental leave policies
• Exclusive offers from top brands and partners
• Financial security: pension scheme matching up to 7.5%, plus life assurance up to 5x salary

By the way, we know it's important to balance work with everyday life commitments, so talk to us about any flexibility you need at interview. We're happy to explore part-time and flexible working opportunities across our business.

Where you'll be working

You'll begin your journey with onsite training in our Longbenton office before moving into your team. Our 'Moments that Matter' working model means you can request to work primarily from home once you're fully trained and competent. You'll still join your colleagues in the office for important team meetings, training and social events. The site is easy to reach by Metro and major bus routes, with free parking available.

Important information

As this is an FCA-regulated financial services role, all offers of employment are subject to background screening, including criminal record and financial checks. You must have the right to work in the UK (through nationality, visa or work permit).

What happens next?

Click apply and complete a short online application. If your experience is a good match, a member of our recruitment team will be in touch to talk through the role and next steps, and we'll keep you updated throughout the process.

Why Tesco Insurance and Money Services?

Seeing your impact all around you: there's no better feeling.

Lucky for us, we get to feel it all the time. Because whatever our role, we're helping our colleagues and serving our customers, communities and planet a little better every day.

We deal in the personal - from pet insurance for your best friend, and home insurance for peace of mind, to motor insurance for your dream car or travel money for that trip you've worked hard for.

Everything we do is about making things better. Not just for others, but for you too. It's why you'll get bags of choice and plenty of development. It's why you'll always be heard and find balance that works for you. It's why you'll feel totally at home in a place where everyone's welcome.

So, if you want a career where you can do good and feel good, you've found it.

Let's make everyday a little better.

Our story

Making Insurance and Money Services more rewarding and offering great value and choice - because we know little wins can make a big difference.

We began life in 1997 and now help more than 2 million customers protect what matters to them.

We want to deliver a helpful service in everything we do and to make life easier for our customers. Our policies are really easy to manage online for our customers, but we know that being able to speak to our customer service staff when you need to is really important. This is why our customer service centers are open seven days a week.

Delivering great customer service means having great people behind the scenes - people who understand our customers and are driven by doing the right thing for them. We offer colleagues a place where they can feel totally at home in a place where everyone's welcome, where they can be part of a great team focused on making a real difference for our customers.

How to apply

We value our people and diverse teams and believe the variety of backgrounds and experiences make us stronger to achieve our goals.

Our colleagues are working hybrid, taking time to meet with colleagues in our offices for moments that matter, such as team catch ups, planning meetings and more. If you're interested in finding out more about what a career at Tesco Insurance and Money Services looks like, click apply to find out more!