Tesco Insurance • Newcastle – Q8 Building, Quorum Business Park, Longbenton, NE12 8BU, United Kingdom • Temporary • 12‑month Secondment / Fixed Term Contract • Hybrid role with 2 days per week office attendance in Newcastle.
Salary – From £57,760 plus annual bonus and benefits.
We are looking for a Claims Customer Service Manager to join our Insurance Money and Services team. This role plays a pivotal part in delivering great customer outcomes at Tesco IMS. As Claims Customer Service Manager, you will lead teams responsible for settlement of customer damage claims and the Claims Business Support Teams. You will have up to 6 direct reports, report into senior Claims leadership, and be accountable for Motor claims up to £50k per claim. You will act as a Subject Matter Expert across your area of expertise and work closely with: operational claims managers, digital product owners, underwriting and pricing, customer satisfaction & complaints, operational excellence & MI, risk, compliance and audit teams, and external suppliers and industry partners.
What you’ll be doing
* Lead the day‑to‑day operation, ensuring service, telephony and performance targets are delivered.
* Own operational performance, forecasting and planning, balancing customer experience, cost and compliance.
* Control indemnity spend and early settlement activity, monitoring trends, risks and root causes.
* Act as technical SME and escalation point for complex cases and complaints.
* Coach, develop and engage leaders and colleagues, building capability and high performance.
* Drive continuous improvement through customer insight, MI, failure demand analysis and system change.
We need you to have (essential criteria)
* Extensive leadership experience within Motor claims operations.
* Strong technical claims knowledge, including indemnity, liability, complaints and FCA requirements.
* Proven experience managing operational performance, cost control and customer outcomes.
* Confidence leading teams and decision making in a regulated environment.
And if you have any of these, even better
* Professional insurance qualifications (Cert CII / Dip CII / ACII).
* Experience of digital claims journeys, system enhancements or agile delivery.
* Exposure to operational excellence, process redesign or change initiatives.
* Project leadership or SME ownership within claims or customer operations.
What's in it for you
* Prepare for retirement with our colleague pension scheme.
* Private Medical Insurance (WL2+) and virtual GP Service available 365 days a year.
* Performance‑related annual bonus.
* Generous holiday allowance – minimum 7.2 weeks, with the opportunity to buy more.
* Colleague Clubcard with a 10% discount increasing to 15% on each payday, plus a second card to share.
* Enhanced maternity leave pay, a shared parental leave policy and an 8‑week paid paternity leave.
* Ongoing learning opportunities and award‑winning training.
* Participation in Buy as You Earn and Save as Your Earn share schemes.
Everyone's welcome
We want all our colleagues to feel welcome and be themselves. We are committed to building a more inclusive workplace and celebrating what makes colleagues unique, and valuing the richness and diversity this brings to our business. A diverse business helps us deliver on our purpose to serve our customers, communities and planet a little better every day.
Interviews
Interviews are expected to be held shortly after the closing date. We value flexibility and are committed to exploring part‑time and flexible working opportunities at every level of the organisation.
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