Customer Service Team Leader

Tesco Insurance and Money Services; Glasgow; Hybrid; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Pension up to 7.5%

Virtual GP

Performance bonus

Holiday entitlement 7.2 weeks

Colleague Clubcard discount

Enhanced parental leave

Save As You Earn

Learning opportunities

Job summary

Tesco Insurance and Money Services in Glasgow is seeking a Customer Service Team Leader to lead a team of around 12–14 colleagues delivering empathetic, professional, customer‑focused service to vulnerable customers. You will coach and develop the team, balance customer outcomes with colleague performance, and work with operations to drive continuous improvement in service quality and risk management.

This hybrid role offers flexible working and a pathway to grow leadership capabilities within a

Qualifications

• Previous customer service leadership experience, including coaching, developing and managing team performance.
• Proven track record of delivering and driving excellent customer service within a fast-paced environment.
• Strong communication and stakeholder management skills with the ability to motivate, engage and support colleagues.
• Experience identifying opportunities for continuous improvement and implementing changes that enhance customer and colleague outcomes, and team performance.

Responsibilities

• Lead, coach and develop a team of customer service colleagues, creating an environment where they can perform at their best and achieve their full potential.
• Delivering exceptional customer outcomes by ensuring service standards, quality expectations and operational targets are consistently achieved.
• Building a positive, high-performing team culture that encourages engagement, collaboration and continuous development.
• Using performance data, customer feedback and operational insight to identify opportunities to improve colleague and customer experiences.
• Ensuring colleagues follow policies, processes and regulatory requirements while maintaining a strong focus on quality and risk management.
• Supporting continuous improvement initiatives that enhance customer service, simplify processes and improve team effectiveness.

Skills

Customer service leadership

Coaching and development

Communication & stakeholder mgmt

Continuous improvement

Job description

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

About the role

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

Customer Service Team Leader - Permanent

Salary – From £30,400 - £38,000 (depending upon experience and skills) + annual bonus & benefits

Work Level - 1

Location – Glasgow (Hybrid)

Office Attendance – Our hybrid working model gives you the best of both worlds - flexibility to work from home and valuable face‑to‑face time with colleagues. Frequency to be confirmed in line with business needs and subject to successful probation period.

Closing Date - Applications close on 04 September 2026 at 5pm

Why this role?

At Tesco Insurance and Money Services, we support customers through some of life's most challenging moments. From financial difficulties to bereavement, our Customer Care Team provides specialist support when customers need us most.

As a Customer Service Team Leader, you'll lead a team of approximately 12-14 colleagues who are dedicated to delivering empathetic, professional, and customer‑focused service to vulnerable customers. You'll play a key role in creating an environment where colleagues feel supported, engaged, and empowered to provide the highest standards of care.

Working closely with operational leaders and support teams, you'll help drive service excellence, champion colleague development, and identify opportunities to continuously improve the customer experience. You'll balance customer outcomes, colleague performance, and operational effectiveness to ensure the team consistently delivers against business objectives.

This is an opportunity to develop your leadership capability while making a meaningful difference to both customers and colleagues every day.

What you’ll be doing

• Leading, coaching and developing a team of customer service colleagues, creating an environment where they can perform at their best and achieve their full potential.
• Delivering exceptional customer outcomes by ensuring service standards, quality expectations and operational targets are consistently achieved.
• Building a positive, high‑performing team culture that encourages engagement, collaboration and continuous development.
• Using performance data, customer feedback and operational insight to identify opportunities to improve colleague and customer experiences.
• Ensuring colleagues follow policies, processes and regulatory requirements while maintaining a strong focus on quality and risk management.
• Supporting continuous improvement initiatives that enhance customer service, simplify processes and improve team effectiveness.

What we’re looking for: (minimum criteria)

• Previous customer service leadership experience, including coaching, developing and managing team performance.
• A proven track record of delivering and driving excellent customer service within a fast‑paced environment.
• Strong communication and stakeholder management skills with the ability to motivate, engage and support colleagues.
• Experience identifying opportunities for continuous improvement and implementing changes that enhance customer and colleague outcomes, and team performance.

And if you have any of these, even better

• Experience working within insurance, financial services or a regulated customer service environment.
• Knowledge of quality assurance, risk management and operational controls.
• Experience using customer service performance metrics and data to drive decision‑making.
• Experience supporting colleagues through change and implementing new processes or ways of working.

We welcome applications from everyone. If you’re excited about this role but your experience doesn’t align perfectly with every requirement, we’d still love to hear from you.

What’s in it for you

• A generous pension, with up to 7.5% employer contribution, depending on what you put in.
• Virtual GP Service for you and your family
• Performance related annual bonus.
• 7.2 weeks holiday, with the opportunity to buy more.
• Colleague Clubcard discount (10-15% + second card to share with someone else).
• Enhanced parental leave.
• Opportunities to Save and Buy as you earn.
• A place to get on - take advantage of our ongoing learning opportunities to help you achieve the job and career you want.

Interviews

As a Disability Confident Employer (Level 2), we’re committed to creating an accessible and supportive environment for all.

We offer reasonable adjustments throughout the recruitment process, including interviews, to ensure every candidate has a fair opportunity to succeed.

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.

Interviews are expected to be held from w/c 7th September.

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.