Tesco Insurance • Glasgow - 199 Renfield Street, Glasgow, G2 3AX, United Kingdom • Permanent • Apply by 15-May-2026
Salary - from £50,240 + annual bonus & excellent benefits
Work level - 2
Location - Newcastle or Glasgow, Hybrid Office / Home working model. Monday - Friday 9-5pm with occasional weekend working
Closing Date - Friday 15th May 2026
The Role
As a Customer Service Manager, you'll be responsible for leading and developing a team of Customer Service Team Leaders to deliver consistently high levels of service which drive excellent customer outcomes. You'll be accountable for translating Customer Service and Value Stream strategies into clear actions that drive continuous improvement, improve efficiency, and deliver strong, consistent customer outcomes across your area.
Working closely with stakeholders across Customer Service and Value Streams, you'll build collaborative relationships to simplify processes, reduce waste, and improve ease of service. You'll also act as a subject matter expert for complex customer issues, providing clear guidance and ensuring cases are handled with ownership, care, and expertise.
Throughout everything you do, you'll role model Tesco Values and Win Together behaviours, creating an inclusive, high performing environment where colleagues can thrive.
This role is ideal for a confident operational leader with experience leading teams in a regulated environment and a proven track record of delivering change, driving performance, and building high performing teams.
You'll bring the credibility and confidence to challenge ways of working, influence at all levels, and engage colleagues around shared goals combined with a genuine passion for delivering great customer service and improving colleague experience.
Responsibilities
* Provide clear leadership and direction, translating Customer Service and organisational strategy into actionable local plans that drive results.
* Lead, develop, and support colleagues and managers, building capability through coaching, feedback, and targeted development.
* Identify and deliver continuous improvement, optimising efficiency, service quality, and customer outcomes.
* Plan and prioritise work effectively, coordinating resources and activity across teams to meet short‑and long‑term objectives.
* Ensure strong operational and regulatory compliance, applying deep knowledge of Tesco Insurance requirements and proactively managing risk.
* Use insight, data, and trends to shape decisions, reduce repeat contact, improve service quality, and embed best practice.
What's in it for you?
* Prepare for your retirement with our colleague pension scheme.
* Private Medical Insurance and virtual GP Service you and your family 365 days a year.
* Performance related annual bonus.
* Critical Illness Insurance.
* Indulge in a generous holiday allowance with a minimum of 7.2 weeks, with the opportunity to buy more.
* Embrace the benefits of our Colleague Clubcard, enjoy a 10% discount that increases to 15% every payday. As an added perk, we'll give you a second card to share with someone else.
* Benefit from our family‑oriented initiatives, encompassing enhanced maternity leave pay, a shared parental leave policy, and a generous 8‑week paid paternity leave.
* Take advantage of our ongoing learning opportunities and award‑winning training, to help you achieve the job and career you want.
* Buy as you Earn and Save as your Earn share schemes.
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