Customer Service Representatives

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

Job summary

A leading insurance company in Newcastle upon Tyne is looking for Customer Service Representatives to provide excellent service in a fast-paced environment. This full-time role offers a salary ranging from £23,600 to £26,000 depending on experience and includes flexible working options. Responsibilities include handling customer inquiries, managing policy changes, and supporting self-service channels. Benefits include comprehensive training, excellent leave policies, and a 10% discount through the Colleague Clubcard.

Benefits

10% discount through Colleague Clubcard

Free 24/7 Virtual GP service

Generous leave: 7.2 weeks holiday

Enhanced maternity and paternity leave

Pension scheme matching up to 7.5%

Qualifications

• Previous contact centre experience is desirable, transferable experience from retail, hospitality, or leisure is valued.
• Strong technical capability to use multiple systems simultaneously.

Responsibilities

• Delivering excellent customer service across every interaction.
• Managing high call volumes while maintaining a positive approach.
• Handling inbound and occasional outbound calls.
• Recording all customer interactions accurately and promptly.

Skills

Clear and confident communication skills

Empathy

Resilience

Technical capability

Job description

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

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

Hours: Full-time, 36 hours per week

Shift: Monday to Sunday between 08:00 - 20:00. Various shifts available.

Location: Longbenton, Newcastle

Closing Date: Tuesday 23rd December 2025 cop

About the role

Our colleagues in the General Insurance team support Tesco customers with their home and motor insurance needs. We're recruiting for Customer Service Representatives on Monday 2nd February 2026. You’ll handle a diverse range of inbound calls, helping customers manage and service their policies.

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.

We’re looking for people who thrive in a busy, collaborative environment and take pride in providing exceptional service with empathy and professionalism.

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%, 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

You’ll begin your journey with onsite training in our Longbenton office before moving into your team. Our ‘Moments that Matter’ working model means that once you’ve reached competency, you can request to work primarily from home, while still joining 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 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.

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!