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- Tasks: Help customers with their insurance needs and provide excellent service.
- Company: Join Tesco Insurance, a leader in customer care and support.
- Benefits: Enjoy discounts, health perks, generous leave, and a pension scheme.
- Why this job: Make a real difference while developing your skills in a supportive team.
- Qualifications: Passion for customer service; experience in retail or hospitality is a plus.
- Other info: Flexible working options available to balance work and life.
The predicted salary is between 23600 - 26000 £ per year.
Salary: £23,600 – £26,000 (depending on experience)
Hours: Full-time, 36 hours per week
Location: Longbenton, Newcastle
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 manage 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 join 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 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.
How to apply
We value our people and diverse teams and believe the variety of backgrounds and experiences make us stronger to achieve our goals. Our colleagues are working hybrid, taking time to meet with colleagues in our offices for moments that matter, such as team catch ups, planning meetings and more. If you’re interested in finding out more about what a career at Tesco Insurance and Money Services looks like, click apply to find out more!
Customer Service Representative in Newcastle upon Tyne employer: Tesco Insurance
Contact Detail:
Tesco Insurance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Representative in Newcastle upon Tyne
✨Tip Number 1
Get to know the company! Research Tesco Insurance and Money Services, their values, and what they stand for. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Customer Service Representative, you'll need to be clear and confident. Try role-playing common customer scenarios with a friend or family member to get comfortable with handling different situations.
✨Tip Number 3
Show off your empathy! During interviews, share examples of how you've helped customers in the past. Highlighting your ability to connect with people and resolve issues will make you stand out as a candidate who truly cares.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about joining the Tesco team. Let's get you that job!
We think you need these skills to ace Customer Service Representative in Newcastle upon Tyne
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Representative role. Highlight your relevant experience, especially in customer service, and show us how you can bring empathy and care to our team.
Show Off Your Communication Skills: Since clear communication is key in this role, use your application to demonstrate your written skills. Keep it concise, professional, and engaging – we want to see your personality shine through!
Highlight Your Tech Savvy: We’re looking for someone who can juggle multiple systems, so don’t forget to mention any technical skills or experience you have. Let us know how you’ve used technology to enhance customer experiences in the past.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the info you need about the role and our company there!
How to prepare for a job interview at Tesco Insurance
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Service Representative role. Familiarise yourself with the key responsibilities like managing policy changes and handling customer complaints. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Empathy
Since this role involves supporting vulnerable customers, be prepared to discuss how you've demonstrated empathy in past experiences. Think of specific examples where you went above and beyond to help someone, whether in a previous job or in everyday situations. This will highlight your suitability for the role.
✨Practice Active Listening
During the interview, practice active listening. This means really paying attention to the interviewer’s questions and responding thoughtfully. It’s crucial in customer service to understand and address customer needs, so demonstrating this skill in your interview will set you apart.
✨Prepare Questions to Ask
At the end of the interview, you'll likely have the chance to ask questions. Prepare thoughtful questions about the team dynamics, training processes, or the company culture. This shows your enthusiasm for the role and helps you determine if it's the right fit for you.
