Customer Service Representative in Newcastle

Customer Service Representative

Salary: £25,200 - £26,000 per year (depending on experience) + annual bonus

Hours: Full-time, 36 hours per week

Location: Longbenton, Newcastle

About the role

We know insurance is personal - 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 thrive in a fast-paced, professional team where working together to achieve what matters most goes hand in hand with delivering exceptional service with empathy and care.

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, as you'll regularly use multiple systems simultaneously
• Empathy, resilience and adaptability in a fast-paced environment

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 with everyday life commitments, so talk to us about any flexibility you need at 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. The site is easy to reach by Metro and major bus routes, with free parking available.

Important information

As this is an FCA-regulated financial services role, all offers of employment are subject to background screening, including criminal record and financial checks. You must have the right to work in the UK (through nationality, visa or work permit).

What happens next?

Click apply and complete a short online application. If your experience is a good match, a member of our recruitment team will be in touch to talk through the role and next steps, and we'll keep you updated throughout the process.