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Serving our customers, communities, and planet a little better every day.
Salary from £45K+ annual bonus & benefits
Newcastle, Office based predominantly with 1-2 days working from home
Shift: Monday-Friday 9-5pm with occasional weekend working
Closing Date: Applications close on 26th April 2024 at 17:00.
Opportunity
We are recruiting a Customer Service Manager in Protect in Newcastle.
Bring your talent, expertise and skills to be responsible for looking after a team of colleagues supporting customers. Your contribution to how we service our Tesco Bank customers a little better every day.
The successful candidate will lead a team of c.100 colleagues, who are responsible for managing Customer Insurance queries. You'll oversee performance and work as part of the wider Leadership Team to establish a culture of continuous improvement.
We have built an environment where everyone has the support to be at their best both in and out of work. We are looking for a leader who supports that ethos and puts colleagues and customers at the heart of everything they do.
The Role:
The successful candidate will have experience of leading operational teams within a regulated environment and will boast a track record of driving performance and improvements, whilst successfully engaging colleagues.
We're looking for a personable leader with the credibility and confidence to challenge ways of working and thinking and an ability to influence at a variety of levels. It's also important that you share our passion for delivering an exceptional customer service.
What you'll be doing
Key roles and responsibilities:
• Lead, support and develop colleagues
• Manage & report on team performance, setting appropriate performance objectives for your area and managing progress against these
• Pro-actively identify & implement opportunities to optimise performance within the area
• Act as a Champion of the customer & colleague, influencing positive change across the business, with the aim of consistently improving what matters most to customers
• Demonstrate a deep understanding of regulatory requirements within Tesco Bank
• Maintain an awareness of external thinking to optimise how we do things
• Work independently while providing guidance and training to team on planning, organizing, prioritizing and overseeing activities to efficiently meet business objectives
• Uses comprehensive knowledge and/or skills to act independently while providing guidance and training to team on identifying, assessing, prioritizing and managing risks.
We need you to have:
• Leadership experience
• Customer Service experience.
We don't expect you to tick every box, and if you feel you hit most of the brief, it's worth exploring to further develop your career here with us.
What's in it for you?
• Prepare for your retirement with our colleague pension scheme.
• Private Medical Insurance (WL2+) and virtual GP Service you and your family 365 days a year.
• Performance related annual bonus.
• 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 increase to 15% every payday (worth up to 2K). 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.
• A place to get on - take advantage of our ongoing learning opportunities and award-winning training, to help you achieve the job and career you want.
• Take part in our Buy as you Earn and Save as your Earn share schemes.
Everyone's welcome
We want all our colleagues to always feel welcome and be themselves at Tesco Bank. We're committed to building a more inclusive workplace and celebrating everything that makes colleagues unique, and value the richness and diversity this brings to our business. A more diverse business helps us deliver on our purpose to serve our customers, communities, and planet a little better every day.
Additional Information
Role Alignment
Following the announcement regarding Tesco's strategic partnership with Barclays, this role will support our insurance and money services business and will remain with Tesco.
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 Bank looks like, click apply to find out more!
Why Tesco Bank?
We're also a little obsessed with the future. Your future. Our future. That's why we take development seriously; we want to help you thrive and evolve in your career. Tesco Bank is a place to get on, all colleagues have access to LinkedIn Learning and Abstract, from day one.
It's important to us that we make sure you're supported by your team and colleague networks every day, celebrating when it matters and helping you to be the best version of yourself. The people make Tesco Bank, and we take pride in what we achieve together.
All that hard work? Come and see it turned into something real, usable, and important to customers' and colleagues' everyday lives. At Tesco Bank, our products make things a little better for everyone.
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