Customer Service Representative

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

Job summary

A leading insurance provider in Newcastle upon Tyne is looking for a Customer Service Representative to assist clients with their home and motor insurance policies. The role involves managing policy changes, resolving customer queries, and promoting digital self-service channels. Candidates should have a passion for customer service, clear communication skills, and technical capability. This full-time position offers a competitive salary between £23,600 - £26,000 and includes benefits like generous leave and wellness programs.

Benefits

10% discount with Clubcard

Free 24/7 Virtual GP service

7.2 weeks' holiday

Enhanced maternity and paternity leave

Pension scheme matching up to 7.5%

Life assurance up to 5× salary

Qualifications

• Passion for delivering excellent customer experiences.
• Previous contact centre experience is desirable, but experience from retail or hospitality is valued.
• Strong technical capability – experience using multiple systems.

Responsibilities

• Deliver excellent customer service across every interaction.
• Manage high call volumes while maintaining a positive approach.
• Educate customers about products and services.

Skills

Excellent customer service

Clear communication skills

Technical capability

Empathy

Adaptability

Job description

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

Customer Service Representative – Newcastle (Longbenton)

Salary: £23,600 - £26,000 (depending on experience)

Hours: Full-time, 36 hours per week

Location: Longbenton, Newcastle

About the role

We know insurance is personal, and 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 be someone who likes to get the things that matter done together, in a busy, professional team that is proud to offer amazing service with empathy and care.

Your role will include:

• Making policy changes.
• Managing renewals and retention conversations.
• Supporting vulnerable customers.
• Promoting our digital self‑service channels.
• Handling and resolving customer complaints where needed.

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 5× salary.

By the way, we know it's important to balance work everyday life commitments, so talk to us about any flex you need at the interview. We're happy to exploring 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.

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 opportunity the site provides.

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 – you'll regularly use multiple systems simultaneously.
• Empathy, resilience, and adaptability in a fast‑paced environment.

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 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!