Customer Service Representative

Customer Service Representative - Newcastle (Longbenton)

Hours: Full time, 36 hours per week

Location: Longbenton, Newcastle

About the role

We know insurance is personal, and 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 be someone who likes to get the things that matter done together, in a busy, professional team that is proud to offer amazing service with empathy and care.

Your role will include

• Managing renewals and retention conversations.
• Handling and resolving customer complaints where needed.

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.
• 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.
• Flexible working: Discuss potential part time and flexible working opportunities during the interview.

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.

Our Longbenton site is easy to reach by Metro and major bus routes, with free parking available. Many of our colleagues live locally and appreciate the balance of community connection and career opportunity the site provides.

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

• 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.
• 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.