LTSB - Customer Service Representative

Tesco Insurance and Money Services; Glasgow; On-site; GBP 23,600 - 26,000; Full time

Benefits offered by this job

Colleague Clubcard discount

Wellbeing benefits including virtual GP

Generous holiday allowance

Enhanced maternity and paternity leave

Exclusive brand discounts

Robust savings plan

Life assurance coverage

Flexible working options

Job summary

A leading insurance provider is seeking a Customer Service Representative in Glasgow to provide support to customers regarding their home and motor insurance needs. The role involves making policy changes, handling complaints, and delivering exceptional customer service. Ideal candidates will have prior customer service experience and strong communication skills. This position offers competitive pay, a full-time schedule, and a supportive working environment.

Qualifications

• Experience in customer service within a call centre or transferable experience in retail, hospitality, or leisure.
• Proficiency in written and verbal communication.
• Ability to multitask across multiple systems.

Responsibilities

• Support customers with home and motor insurance needs.
• Make changes to customers’ policies and handle complaints.
• Provide excellent customer service in a busy call centre environment.

Skills

Customer service

Communication

Empathy

Technical proficiency

Tools

Microsoft Office

Job description

Customer Service Representative – LTSB Intake (Glasgow, Permanent)

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 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 approximately 6 weeks

Closing date: Monday 3rd November at 17:00pm

Note: These roles are open to LTSB candidates only.

About the role

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.

Key responsibilities include:

• Making changes to customers’ policies, contributing to new sales and retention conversations.
• Providing financial support and promoting our digital channels where customers can self‑serve.
• Handling and resolving customer complaints and supporting vulnerable customers.
• Ensuring exceptional customer service while adapting to a busy call centre schedule.

Where you will be working

On‑site training in Glasgow followed by placement in our graduate bay, remaining office‑based with occasional hybrid work options after competency is achieved.

You’ll be:

• Using excellent listening and relationship‑building skills to provide outstanding customer service.
• Managing high call volumes while maintaining a consistently positive customer experience.
• Educating customers on our full range of products and services, driving new sales and retention.
• Engaging with customers across diverse communication channels, primarily inbound calls and occasional outbound calls.
• Applying judgement to appropriately address and resolve customer queries.
• Listening to customers’ personal circumstances to provide personalized 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) or transferable experience in retail, hospitality, or leisure.
• Proficiency in written and verbal communication, with strong listening and empathy skills.
• Proficiency in technology, including Microsoft Office; multitasking across multiple systems.

What’s in it for you?

• Colleague Clubcard: 10% discount (increasing to 15% on payday) at Tesco.
• Wellbeing benefits, including access to a Virtual GP Service and cycle‑to‑work scheme.
• Generous holiday allowance: 7.2 weeks including bank holidays.
• Enhanced maternity leave, 8‑week paid paternity leave, and shared parental leave policy.
• Exclusive offers and discounts from well‑known brands.
• Robust savings plan with a 1:1 match on contributions up to 7.5%.
• Life assurance coverage worth up to five times salary (as part of the pension scheme).
• Flexible working options – part‑time and hybrid arrangements available at all levels.

Our story

We’re one of the fastest‑growing insurers in the UK, supporting more than 2 million customers. Delivering great customer service is key to our success, and we provide a welcoming environment where everyone is heard and has the chance to grow.

How to apply

We value diversity and believe a variety of backgrounds strengthens our team. You can find more details and submit your application by clicking the link in the job posting above.

All applicants must have the right to work in the UK by way of nationality, visa, or work permit. All offers are subject to background checks, including criminal record and financial checks.

Equal opportunity: Tesco is an equal opportunity employer. We welcome applications from people of all backgrounds and experiences.