Salary: £23,600 - £26,000 (depending on experience)
Hours: Full-time, 36 hours per week
Shift: Monday to Sunday between 08:00 - 20:00. Various shifts available.
Location: Longbenton, Newcastle
Closing Date: Tuesday 23rd December 2025 cop
About the role
Our colleagues in the General Insurance team support Tesco customers with their home and motor insurance needs. We're recruiting for Customer Service Representatives on Monday 2nd February 2026. You'll handle a diverse range of inbound calls, helping customers manage and service their policies.
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.
We're looking for people who thrive in a busy, collaborative environment and take pride in providing exceptional service with empathy and professionalism.
What's in it for you?
* Tesco Colleague Clubcard: 10% discount (15% every payday for a limited period).
* Wellbeing & health: Free 24/7 Virtual GP service for you and your family, plus Cycle to Work scheme.
* 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.
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.
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 that once you've reached competency, you can request to work primarily from home, while still joining your colleagues in the office for important team meetings, training, and social events.
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