General information

Job Title
Customer Service Manager
Ref #
9540
Location
Newcastle
Department
IMS - Customer Centric Operations - NCL
Business Area
Customer Service
Working time
Full-Time
Date Published
30-04-2026

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


Salary - from £50,240 + annual bonus & excellent benefits
Work level - 2
Location - Newcastle or Glasgow, Hybrid Office / Home working model. Monday - Friday 9-5pm with occasional weekend working
Closing Date - Friday 15th May 2026 


We’re looking for a values‑led leader to join our Customer Service team at Tesco Insurance as Customer Service Manager, leading a community of Team Leaders to deliver exceptional outcomes for our customers while creating a great place to work for our colleagues.

This role provides the opportunity to bring strategy to life, drive meaningful improvement, and build strong, collaborative partnerships across Customer Service and Value Streams.

We’re proud of the supportive, inclusive environment we’ve created, and we’re looking for a leader who consistently puts customers and colleagues at the heart of everything they do. 91% of colleagues believe Tesco Insurance is a great place to work. Come and find out for yourself!

The Role

As a Customer Service Manager, you’ll be responsible for leading lead and developing a team of Customer Service Team Leaders to deliver consistently high levels of service which drive excellent customer outcomes. You’ll be accountable for translating Customer Service and Value Stream strategies into clear actions that drive continuous improvement, improve efficiency, and deliver strong, consistent customer outcomes across your area.

Working closely with stakeholders across Customer Service and Value Streams, you’ll build collaborative relationships to simplify processes, reduce waste, and improve ease of service. You’ll also act as a subject matter expert for complex customer issues, providing clear guidance and ensuring cases are handled with ownership, care, and expertise.

Throughout everything you do, you’ll role model Tesco Values and Win Together behaviours, creating an inclusive, high performing environment where colleagues can thrive.

This role is ideal for a confident operational leader with experience leading teams in a regulated environment and a proven track record of delivering change, driving performance, and building high performing teams. 

You’ll bring the credibility and confidence to challenge ways of working, influence at all levels, and engage colleagues around shared goals combined with a genuine passion for delivering great customer service and improving colleague experience.

Responsibilities (min experience)

• Provide clear leadership and direction, translating Customer Service and organisational strategy into actionable local plans that drive results.
• Lead, develop, and support colleagues and managers, building capability through coaching, feedback, and targeted development.
• Identify and deliver continuous improvement, optimising efficiency, service quality, and customer outcomes.
• Plan and prioritise work effectively, coordinating resources and activity across teams to meet short‑ and long‑term objectives.
• Ensure strong operational and regulatory compliance, applying deep knowledge of Tesco Insurance requirements and proactively managing risk.
• Use insight, data, and trends to shape decisions, reduce repeat contact, improve service quality, and embed best practice.

What’s in it for you?

• Prepare for your retirement with our colleague pension scheme.
• Private Medical Insurance and virtual GP Service you and your family 365 days a year.
• Performance related annual bonus.
• Critical Illness Insurance.
• Indulge in a generous holiday allowance with a minimum of 7.2 weeks, with the opportunity to buy more.
• Embrace the benefits of our Colleague Clubcard, enjoy a 10% discount that increase to 15% every payday. As an added perk, we’ll give you a second card to share with someone else.
• Benefit from our family-oriented initiatives, encompassing enhanced maternity leave pay, a shared parental leave policy, and a generous 8-week paid paternity leave
• Take advantage of our ongoing learning opportunities and award-winning training, to help you achieve the job and career you want.
• Buy as you Earn and Save as your Earn share schemes.

Everyone's Welcome
We want all our colleagues to feel welcome and be themselves. We’re committed to building a more inclusive workplace and celebrating the diversity that makes us stronger.

Interviews

We know the importance of balancing work with life’s other commitments. Please talk to us at interview about the flexibility you need, as we’re committed to exploring flexible working opportunities, at every level of the organisation.

Interviews are expected to be held shortly after closing date; these will be in person in either our Newcastle or Glasgow office.

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 centres 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!
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