Tesco Insurance and Money Services
Customer Service Representative
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Customer Service Representative
About the role
Serving our customers, communities, and planet a little better every day.
Customer Service Representative – Newcastle (Longbenton)
Salary: £25,200 – £26,000 (depending on experience) 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 things done together, in a busy, professional team that is proud to offer amazing service with empathy and care.
Your role will include:
- Making policy changes.
- Managing renewals and retention conversations.
- Supporting vulnerable customers.
- Promoting digital self-service channels.
- Handling and resolving customer complaints where needed.
Benefits
- 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 for discounted gym memberships.
- 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.
Flexibility note: We know it’s important to balance work and everyday life commitments—discuss any required flexibility at the interview. We’re happy to explore part-time and flexible working opportunities.
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Work Environment
You’ll begin your journey with onsite training in our Longbenton office before transitioning into your team. Our "Moments that Matter" model means you can request to work primarily from home once fully trained and competent.
You’ll still join colleagues in the office for important meetings, training, and events.
Location details: The Longbenton site is easily accessible via Metro and major bus routes, with free parking available. Many of our colleagues live locally, valuing the mix of community access and career opportunities.
Responsibilities
- Delivering excellent customer service across every interaction.
- Managing high call volumes while maintaining a positive approach.
- Educating customers on our product and service range (training provided).
- Handling inbound and occasional outbound calls.
- Using judgement to resolve customer queries efficiently.
- Promoting digital self-service for appropriate customers.
- Recording all customer interactions accurately and promptly.
Requirements
- A passion for delivering outstanding customer experiences.
- Preferred: Contact centre background; valued: transferable experience from retail, hospitality, or leisure sectors.
- Clear and confident written and verbal communication skills.
- Strong technical ability to 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). Offers are contingent on background screening, including criminal record and financial checks.
Why Tesco Insurance and Money Services?
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Mission and Impact
"There’s no better feeling than seeing your impact all around you—and we feel it daily."
We specialise in the personal touch, from pet insurance to motor and travel policies, to help our 2 million+ customers protect what matters most to them.
For us, "making things better" applies to people and places. Here’s why it matters for you:
- Choice & growth: Plenty of development and options.
- Support: You’ll always be heard.
- Balance: Flexible solutions tailored to you.
- Inclusion: A home where everyone belongs.
If you want a career where "you can do good and feel good", you’ve found it. Let’s make everyday a little better.
Our Story
We began in 1997, growing into a team that helps millions navigate financial protection with clarity and care.
Core goals:
- Simplify insurance and money services.
- Offer best value and choice (because small wins impact big lives).
- Empower customers with easy-to-manage policies online, while ensuring support in customer service centres open seven days a week.
Our service thrives because of our people—who prioritise doing the right thing by each customer.
At Tesco Insurance, we seek colleagues passionate about nurturing empathetic, results-driven teams focused on real change.
How to Apply
We value diverse teams and recognise that varied perspectives strengthen our collective goals.
Our colleagues operate in a hybrid model:
- Regular time in offices for key interactions.
- Flexibility for team catch-ups, planning sessions, and more.
Interested? Click “Find out more” to start your journey—where your skills can truly enrich Tesco’s vision.
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