Claims Handler

Tesco Insurance; Newcastle upon Tyne; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Tesco Colleague Clubcard: 10% discount

Wellbeing & health: 24/7 Virtual GP +

Generous leave: 7.2 weeks holiday

Family support: Enhanced maternity/pat

Exclusive offers from top brands

Pension scheme matching up to 7.5%

Job summary

Tesco Insurance is hiring a Claims Handler for our Longbenton intake in Newcastle. You will guide customers through each claim step, gathering information and coordinating repairs or mobility support, delivering service with empathy and professionalism.

The role requires clear communication, strong IT skills, and a passion for helping customers during challenging times. 36 hours weekly, on-site, with competitive benefits and development opportunities.

Qualifications

• Min 6 months customer services experience required (e.g., contact centres, retail, hospitality).
• Clear and confident written and verbal communication skills.
• Strong technical capability to use multiple systems simultaneously.
• Empathy, resilience and adaptability in a fast-paced environment.

Responsibilities

• Guide customers through each step of the home or motor claim from first notification to resolution.
• Gather and record accurate information to progress claims efficiently.
• Assess cases and make fair decisions based on facts.
• Arrange repairs, mobility support, or replacements via partner network.
• Handle queries and resolve issues with empathy and professionalism.
• Explore opportunities to settle claims on first contact where appropriate.
• Deliver exceptional customer service at every interaction and uphold consumer duty responsibilities.

Skills

Customer service

Communication

Empathy

Resilience

Job description

Claims Handler - Newcastle (Longbenton)

Salary: £26,200

Hours: Full-time, 36 hours per week

Location: Longbenton, Newcastle

Anticipated Start Date - 28th September 2026

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

At Tesco Insurance, our Claims team does more than handle claims – we help customers through some of life’s most difficult and vulnerable moments. Whether it's a bump in the road, damage to a home, or a sudden emergency, every call is a chance to show we care and to do the right thing with empathy and expertise. Your work will make a real difference – especially when our customers need us most.

We’re proud of our customer satisfaction scores but even prouder of the skilled and compassionate colleagues behind those results. Whether resolving a claim or partnering with suppliers to deliver great customer outcomes, we’re building a team that listens, learns, and leads with kindness.

We’re recruiting Claims Handlers for an intake in our Quorum Longbenton site.

The Role

• Guiding customers through each step of the process of their home / motor claim - from the first notification of loss to a fair and timely resolution


• Gathering and recording accurate information to progress claims efficiently


• Assessing each case carefully and making fair decisions based on the facts


• Arranging repairs, mobility support, or replacements through our trusted partners


• Handling queries and resolving issues with empathy and professionalism


• Exploring opportunities to settle claims on first contact where appropriate


• Securing services for customers, including repair, mobility, and salvage options through our dedicated supplier network


• Delivering exceptional customer service at every interaction and upholding our consumer duty responsibilities.

We’re looking for people who thrive in a fast-paced, supportive environment and take pride in delivering excellent service when it matters most.

We need (min experience)

• A passion for delivering excellent customer experiences


• Min 6 months previous customer services experience is required. Experience from Contact centres, retail, military, hospitality, or leisure is welcomed


• 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 for a limited period).


• Wellbeing & health: Free 24/7 Virtual GP service for you and your family, plus Cycle to Work scheme.


• 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% on a 1:1 basis, plus life assurance up to 5x salary.


• 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.

Where you’ll be working

Our Longbenton site is easy to reach by Metro and major bus routes, with free parking available. Many of our colleagues live locally and appreciate the balance of community connection and career opportunities the site provides.

Important information.

You must have the right to work in the UK (through nationality, visa, or work permit). All offers of employment are subject to background screening, including criminal record and financial checks.

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.