Customer Service Representative

Tesco Insurance; Newcastle upon Tyne; Hybrid; GBP 23,000 - 26,000; Full time

Job summary

A leading insurance provider in Newcastle upon Tyne is seeking a Customer Service Representative to assist clients with home and motor insurance. The role involves managing high call volumes, resolving queries, and promoting services. Candidates should have a passion for customer service and technology proficiency, with benefits including a comprehensive package and flexible working arrangements.

Benefits

10% to 15% discount on purchases

Virtual GP Service

Generous holiday allowance of 7.2 weeks

Qualifications

• Passion for delivering an excellent customer experience.
• Previous experience in Customer Service within a call centre preferred.
• Proficiency in written and verbal communication.

Responsibilities

• Provide outstanding customer service through effective communication.
• Manage high call volumes while maintaining customer satisfaction.
• Document customer interactions accurately.

Skills

Customer experience

Listening skills

Communication

Technology proficiency

Tools

Microsoft Office

Job description

Overview

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

Salary: £23,600 to £26,000 depending on experience

Working Hours: Full time, 36 hours per week

Colleagues in our General Insurance department support Tesco Insurance Money Services customers with their home and motor insurance needs. You will be expected to efficiently handle a diverse range of inbound calls in a dynamic environment, providing support to customers who hold a policy with us and servicing their needs. This will include making changes to their policy, continuing the growth of our business via new sales and retention conversations, financial support and promoting our digital channels where customers can self-serve. You may also be required to handle and resolve customer complaints and support vulnerable customers.

We pride ourselves on maintaining an energetic and collaborative environment, fostering professional growth and development. Your ability to adapt quickly and efficiently to the demands of a busy call centre, while adhering to a schedule, and ensuring exceptional customer service, will be key to your success.

Where you will be working

You’ll undergo onsite training and then be placed in our graduate bay before transitioning to your team, all while remaining as office-based colleagues. However, once you have reached competency in role, you can request to transition to a primarily remote working arrangement through our “Moments that Matter” working model. This will allow you to work from home for most of the time, while joining colleagues in our offices for significant occasions, such as team meetings, development discussions, and social events.

You will be responsible for

• 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
• Engaging with customers across diverse communication channels, predominantly 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

You will need

• 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 applicable customer service environments are valued (e.g., retail, hospitality or leisure)
• Proficiency in written and verbal communication, listening and empathic skills, and resilience in handling various complex challenges
• Proficiency in technology, including Microsoft Office; ability to multitask and use multiple systems simultaneously

What’s in it for you

• Exclusive Colleague Clubcard savings with a 10% discount that rises to 15% every payday for a limited period
• Comprehensive benefits package including Virtual GP Service, 24/7 doctor appointments, cycle-to-work scheme
• Generous holiday allowance of 7.2 weeks
• Enhanced maternity leave and 8-week paid paternity leave (after one year’s service) with shared parental leave (subject to eligibility)
• Discounts on everyday expenses from well-known brands
• Pension scheme with 1:1 employer match up to 7.5% and life assurance up to five times 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.

Every applicant must have the right to work in the UK to commence employment with Tesco Insurance Money Services. All offers are subject to background checks, including criminal record checks and stringent financial checks.

Why Tesco Insurance and Money Services?

Seeing your impact all around you gives a sense of purpose. We offer great development and a welcoming environment where everyone is respected and included. We deal in the personal – from pet insurance to motor and home insurance – and make it easy to manage online while providing support when you need it. We’re open seven days a week and value great people behind the scenes who make a real difference for our customers.

How to apply

We value our people and diverse teams. 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!