General information

Job Title
Customer Service Representative
Ref #
9277
Location
Newcastle
Department
IMS - Car New Hire - BW1
Business Area
Customer Service
Working time
Full-Time
Date Published
02-06-2025

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

We’re building a pipeline of talented Customer Service colleagues to support Tesco Insurance Money Services customers with their home and motor insurance needs. Whether you're looking to step into your first customer service role or bring your experience from a call centre, retail, hospitality, or leisure, we want to connect with you!

This is a pipeline requisition — meaning we’re continuously interested in hearing from great people across Glasgow and Newcastle, ready to join when suitable roles become available.

What you’ll do:

  • Using your excellent listening and relationship-building skills to provide an outstanding customer service for all
  • Efficiently managing high call volumes whilst ensuring a consistently positive and engaging customer experience
  • Educating customers on the full range of products and services we offer, and through effective conversation continue the growth of our new sales and retention business - don’t worry, full training will be provided to ensure you are a Tesco Insurance Money Services product expert
  • Engaging with customers across diverse communication channels, predominantly you will be working inbound calls but may be required to conduct outbound calls occasionally 
  • Applying your own judgement to appropriately address and resolve customer queries 
  • Listening to customers personal circumstances to understand their requirements and provide personalised solutions
  • Accurately documenting customer interactions, issues, and resolutions within our systems

Your working environment:

  • You’ll start with onsite training and placement in our graduate bay to build confidence before moving into your main team
  • Once fully competent, you can apply to work under our ‘Moments that Matter’ hybrid model, working primarily from home with regular in-office moments for team connection, development, and key events 
 

What you’ll bring:

  • A passion for delivering an excellent customer experience and finding the best outcome for our customers 
  • Previous experience in Customer Service within a call centre preferred, however, transferable skillsets within an applicable customer service environment are equally valued e.g., retail, hospitality or leisure 
  • Proficiency in written and verbal communication, coupled with listening and empathic skills, demonstrating resilience in handling various complex challenges
  • Proficiency in technology, including Microsoft Office, is essential. You will be regularly multitasking and using multiple systems simultaneously to effectively carry out your responsibilities   

What’s in it for you: 

  • Unlock exclusive savings with our Colleague Clubcard. Enjoy a 10% discount that boosts to 15% every payday for a limited period, perfect for your shopping needs at Tesco, both in-store and online.  
  • Prioritise your wellbeing with our comprehensive benefits package, including access to a Virtual GP Service. You and your family can enjoy free, 24/7 doctor appointments every day of the year. Our cycle-to-work scheme promotes a healthier lifestyle and supports eco-friendly commuting. 
  • Recharge with a generous holiday allowance of 7.2 weeks, including Bank Holidays.  
  • We support your family life with enhanced maternity leave and a generous 8-week paid paternity leave (available after one year’s service by the qualifying week) and a shared parental leave policy (subject to eligibility), designed to help you balance work and family. 
  • Save on your everyday expenses with exclusive offers and discounts from well-known brands. 
  • Plan for retirement with our robust savings plan. Our pension scheme offers a 1:1 match on contributions, up to 7.5%.  
  • As part of our pension scheme, you’ll receive life assurance coverage worth up to five times your salary. 

Interested?

Submit your application to join our customer service talent pipeline today! We’ll be in touch when suitable opportunities arise across Glasgow and Newcastle.

 

We also 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 part time and flexible working opportunities, at every level of the organisation. 


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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