Customer Service Team Leader

Tesco Insurance
• Newcastle - Q8 Building, Quorum Business Park, Longbenton, NE12 8BU

• Permanent
• Apply by 26-Jun-2026

Customer Service Team Leader | Permanent

Work Level: 1

Location: Newcastle (Q8 Building, Quorum Business Park, Longbenton, NE12 8BU
)

Office Attendance: Office based in Newcastle (Q8 Building, Quorum Business Park, Longbenton, NE12 8BU
)

Shift Pattern: 9‑week rotating shift pattern, Monday to Friday 08:00–20:00, weekend shifts 09:00–14:00. Two Saturday shifts and one Sunday shift per rotation. Hours range 28.5–41, averaging 36 per week.

Rest Days: Pre‑planned weekday rest day (RDO) when working weekend shift.

Starting Salary: From £38,000 (pro rata) plus competitive benefits

Closing Date: 26 June 2026 at 5pm

Venture into personal insurance handling, focusing on pet, home, and motor products. The role places you at the heart of delivering exceptional customer experience and team leadership within the Insurance and Money Services Team.

• Lead and support c.12 colleagues to achieve high performance in customer service.
• Motivate and develop team members based on individual needs.
• Ensure service quality meets organisational expectations.
• Identify improvement opportunities in colleague and customer support.
• Enforce policy and process compliance, maintaining quality standards.
• Build and sustain a positive team culture.
• Analyse customer needs to enhance daily service delivery.

• Customer service and leadership experience.
• Experience in managing and coaching a team with constructive feedback.
• Track record of delivering excellent customer service.
• Ability to support and develop self and others.
• Strong communication and customer‑focussed approach.
• Excellent time management skills.
• Continuous improvement mindset and process optimisation.
• Risk assessment and quality assurance experience.
• Adaptability to new systems and processes.

• Pension scheme to prepare for retirement.
• Virtual GP service available 365 days a year.
• Performance‑related annual bonus.
• Generous holiday allowance (minimum 7.2 weeks, option to purchase additional).
• Colleague Clubcard with 10% discount, increasing to 15% after each payday; second card available.
• Family‑oriented leave policies: enhanced maternity, shared parental, 8‑week paternity.
• Ongoing learning opportunities and award‑winning training.
• Buy‑as‑you‑Earn and Save‑as‑you‑Earn schemes.