Customer Service Team Leader

Tesco Insurance and Money Services; Newcastle upon Tyne; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Pension up to 7.5%

Virtual GP

Annual bonus

Holiday entitlement (7.2 weeks)

Colleague Clubcard discount

Enhanced parental leave

Save & Buy scheme

Learning opportunities

Job summary

Tesco Insurance and Money Services in Newcastle is seeking a Customer Service Team Leader to guide a payments-focused team of around 12 specialists, ensuring accurate processing of payments, refunds and ledger corrections. You will coach colleagues, manage performance and uphold quality and regulatory standards.

The role offers hybrid working, attendance at the Newcastle office 2 days per week, and a salary from £30,400 plus annual bonus and benefits, with opportunities for development and

Qualifications

• Proven customer service leadership experience, with experience managing, coaching and developing a successful team and providing honest, constructive feedback.
• Strong track record of delivering excellent customer service and operational performance, with experience supporting colleagues in a process-driven or technical environment.
• Strong communication, organisation and time-management skills, with the confidence to explain complex information clearly, learn and embed new systems and processes, and manage competing priorities effectively.
• Experience working within a quality, risk or control-based environment, with a continuous improvement mindset and the ability to identify opportunities to improve processes and service delivery.

Responsibilities

• Leading, motivating and supporting a team of around 12 Customer Service Representative - Technical colleagues, helping them perform at their best and deliver a high-quality service.
• Coaching and developing colleagues based on their individual capability and development needs, providing clear and constructive feedback to support performance and growth.
• Overseeing the accurate and timely processing of customer payments, refunds and ledger corrections, ensuring agreed service, quality and regulatory standards are met.
• Acting as an escalation point for complex or non-standard payment and customer queries, supporting colleagues to reach the right outcomes.
• Ensuring colleagues follow relevant policies, processes and controls, maintaining quality and risk requirements across the team.
• Using customer and colleague feedback to identify opportunities for continuous improvement across processes, systems and ways of working, while building a positive, inclusive and high-performing team culture.

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 (Payments) , Permanent

Salary – From £30,400 (depending on experience) + annual bonus & benefits
Work Level – 1
Location – Newcastle (Hybrid)
Office Attendance – Our hybrid working model gives you the best of both worlds, offering flexibility to work from home alongside valuable face-to-face collaboration with colleagues. For this role, you’ll be expected to attend our Newcastle office 2 days per week.
Shift Pattern – Monday to Friday, 36 hours between 8am and 6pm
Closing Date – Applications close on 19 October 2026 at 5pm

Why this role?

We’re looking for a Customer Service Team Leader to join our Tesco Insurance and Money Services Payments Team.
You’ll lead a team of around 12 Customer Service Representative - Technical colleagues who support our business through the accurate processing of customer payments, refunds and ledger corrections.
This is a great opportunity for an organised and motivated leader who enjoys developing people, delivering high-quality service and continuously improving how we support our colleagues and customers.

What you’ll be doing

• Leading, motivating and supporting a team of around 12 Customer Service Representative - Technical colleagues, helping them perform at their best and deliver a high-quality service.
• Coaching and developing colleagues based on their individual capability and development needs, providing clear and constructive feedback to support performance and growth.
• Overseeing the accurate and timely processing of customer payments, refunds and ledger corrections, ensuring agreed service, quality and regulatory standards are met.
• Acting as an escalation point for complex or non-standard payment and customer queries, supporting colleagues to reach the right outcomes.
• Ensuring colleagues follow relevant policies, processes and controls, maintaining quality and risk requirements across the team.
• Using customer and colleague feedback to identify opportunities for continuous improvement across processes, systems and ways of working, while building a positive, inclusive and high-performing team culture.

What we’re looking for: (minimum criteria)

• Proven customer service leadership experience, with experience managing, coaching and developing a successful team and providing honest, constructive feedback.
• A strong track record of delivering excellent customer service and operational performance, with experience supporting colleagues in a process-driven or technical environment.
• Strong communication, organisation and time-management skills, with the confidence to explain complex information clearly, learn and embed new systems and processes, and manage competing priorities effectively.
• Experience working within a quality, risk or control-based environment, with a continuous improvement mindset and the ability to identify opportunities to improve processes and service delivery.

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 22 October.

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.