Customer Service Representtive

Tesco Insurance; Newcastle upon Tyne; On-site; GBP 25,000 - 26,000; Full time

Benefits offered by this job

Tesco Colleague Clubcard discount

Wellbeing & health benefits

Generous leave

Family support policies

Exclusive offers

Pension scheme

Job summary

Tesco Insurance in Newcastle is seeking a Customer Service Representative (Longbenton) to help customers manage home and motor policies. You’ll handle policy changes, renewals, and support vulnerable customers in a busy team, with a focus on empathy and service.

You’ll train onsite at Longbenton before moving to a hybrid pattern, with flexible working options after training. The role includes handling calls and promoting digital self-serve channels, in a company offering strong benefits and

Qualifications

• A passion for delivering excellent customer experiences.
• Clear and confident communication skills, both written and verbal.
• Strong technical capability using multiple systems.
• Empathy, resilience, and adaptability in a fast-paced environment.
• Previous contact centre experience is desirable, but transferable.

Responsibilities

• 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.

Skills

Customer experience

Communication skills

Technical capability

Empathy & resilience

Contact centre experience

Job description

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

Customer Service Representative – Newcastle (Longbenton)

Salary: £25,200 – £26,000 (depending on experience)

Hours: Full-time, 36 hours per week

Location: Longbenton, Newcastle

Anticipated Start Date - 5th October 2026

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 manager 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 5x 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 explore 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 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.