Customer Service Representative

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 the things that matter done together, in a busy, professional team that is proud to offer amazing service with empathy and care.

• Making policy changes
• Managing renewals and retention conversations
• Supporting vulnerable customers
• Promoting our digital self‑service channels
• Handling and resolving customer complaints where needed
• 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

• Tesco Colleague Clubcard discount 10% (15% every payday weekend)
• Wellbeing & health:
  Free 24/7 Virtual GP service for you and your family, Cycle to Work scheme, access to Wellhub to save on your gym membership
• 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
• Flexible working options: part‑time and flexible working opportunities discussed at interview

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 colleagues in the office for important meetings, training, and social events. The site is easy to reach by Metro and major bus routes, with free parking available.

• A passion for delivering excellent customer experiences
• 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.