LTSB - Customer Service Representative

Tesco Insurance; Glasgow; Hybrid; GBP 23,000 - 26,000; Full time

Job summary

A leading insurance provider in Glasgow is seeking a Customer Service Representative to manage inbound calls and assist customers with their insurance needs. The ideal candidate will have a passion for customer service and experience in a call center environment. This role offers a competitive salary, excellent training, and a vibrant work culture, with the potential for hybrid working arrangements once competency is achieved.

Benefits

10% discount with Colleague Clubcard

Access to Virtual GP Service

Cycle-to-work scheme

Generous holiday allowance of 7.2 weeks

Enhanced maternity leave

Life assurance coverage

Flexible working opportunities

Qualifications

• Passion for delivering excellent customer service.
• Previous experience in customer service preferred.
• Proficiency in written and verbal communication.

Responsibilities

• Manage high call volumes while ensuring positive customer experiences.
• Educate customers on the full range of products and services.
• Resolve customer queries and provide personalized solutions.

Skills

Excellent listening skills

Relationship-building skills

Effective communication

Empathy

Multitasking

Tools

Microsoft Office

Job description

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

Customer Service Representative – LTSB Intake - Glasgow - Permanent roles*

Salary: £23,600 to £26,000 depending on experience
Start date: 19th January 2026
Working Hours: Full time, 36 hours per week
Shift: Rotation Shift

Shift details:
**Shift A**: Monday 09:00‑18:00 / Tuesday & Wednesday 09:00‑17:30 / Thursday 09:00‑17:00 / Friday & Saturday – Rotated Day Off (RDO) / Sunday 09:00‑14:00.
**Shift B**: Monday 09:00‑17:30 / Tuesday RDO / Wednesday 09:00‑17:30 / Thursday 09:00‑17:00 / Friday 09:00‑18:00 / Saturday 09:00‑14:00 / Sunday RDO.
**Training shift**: Monday to Friday 09:00‑17:00, 36 hours, for approx. 6 weeks.

Closing date: Monday 3rd November at 17:00pm.
*Please note these roles are open to LTSB Candidates only.

Colleagues in our General Insurance department support Tesco Insurance and Money Services customers with their home and motor insurance needs. You’ll receive excellent training to efficiently handle a diverse range of inbound calls in a dynamic environment, providing support to customers who hold a policy with us and servicing their needs.

This will include making changes to customers’ policies, continuing the growth of our business via new sales and retention conversations, financial support and promoting our digital channels where customers can self‑serve. You may also be required to handle and resolve customer complaints and support vulnerable customers.

We pride ourselves on maintaining an energetic and collaborative environment, fostering professional growth and development. Your ability to adapt quickly and efficiently to the demands of a busy call centre, while adhering to a schedule, and ensuring exceptional customer service, will be key to your success.

Where you will be working

You’ll undergo onsite training in Glasgow and then be placed in our graduate bay before transitioning to your team, all while remaining as office‑based colleagues. Once you have reached competency, you can request to transition to work from home for some of the time, while joining colleagues in our offices for significant occasions such as team meetings, development discussions and social events.

You’ll be:

• Using excellent listening and relationship‑building skills to provide outstanding customer service.
• Efficiently managing high call volumes while ensuring a consistently positive customer experience.
• Educating customers on the full range of products and services we offer, and through effective conversation continue the growth of our new sales and retention business.
• Engaging with customers across diverse communication channels, predominantly inbound calls but occasionally outbound calls.
• Applying your own judgement to appropriately address and resolve customer queries.
• Listening to customers’ personal circumstances to understand their requirements and provide personalised solutions.
• Accurately documenting customer interactions, issues and resolutions within our systems.

You’ll need:

• A passion for delivering an excellent customer experience and finding the best outcome for our customers.
• Previous experience in customer service within a call centre preferred; transferable skills from retail, hospitality or leisure are also valued.
• Proficiency in written and verbal communication, coupled with listening and empathic skills, demonstrating resilience in handling complex challenges.
• Proficiency in technology, including Microsoft Office; you’ll be multitasking and using multiple systems simultaneously.

What’s in it for you?

• Unlock exclusive savings with our Colleague Clubcard – 10% discount, rising to 15% every payday for a limited period.
• Prioritise wellbeing with a comprehensive benefits package, including access to Virtual GP Service.
• Cycle‑to‑work scheme to promote a healthier lifestyle and eco‑friendly commuting.
• Generous holiday allowance of 7.2 weeks, including Bank Holidays.
• Enhanced maternity leave, 8‑week paid paternity leave (available after one year’s service), and a shared parental leave policy.
• Enjoy exclusive offers and discounts from well‑known brands.
• Plan for retirement with a robust savings plan – 1:1 match on pension contributions up to 7.5%.
• Life assurance coverage worth up to five times your salary.
• Opportunity for flexible and part‑time working at every level of the organisation.

Important information

Every applicant must have the right to work in the UK to commence employment with Tesco Insurance and Money Services, either by nationality, visa or work permit. All offers are subject to background checks, including criminal record checks and stringent financial checks.

We value our people and diverse teams and believe that the variety of backgrounds and experiences make us stronger. If you’re interested in learning more about the role, click apply to find out more.