Customer Service Representative

Customer Service Representative – Newcastle (Longbenton)

Salary: £23,600 – £26,000 (depending on experience)

Hours: Full‑time, 36 hours per week

Location: Longbenton, Newcastle

We help Tesco customers with their home and motor insurance needs. You’ll support customers in managing and servicing their policies while working in a busy, professional team that values 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

• Tesco Colleague Clubcard: 10 % discount (15 % on payday weekends)
• Wellbeing & health:
  Free 24/7 virtual GP for you and your family, Cycle‑to‑Work scheme, and Wellhub access to save on 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 5 × salary

Training is conducted onsite at our Longbenton office before moving into your team. Our “Moments that Matter” model allows you to request primarily remote work once fully trained, while still collaborating with colleagues in office for key meetings, training, and social events.

The Longbenton site is easily reachable by Metro and major bus routes, with free parking. Many of our colleagues live locally and value the community connection and career opportunity the site offers.

• 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 digital channels to help customers self‑serve where appropriate
• Recording all customer interactions accurately and promptly

• A passion for delivering excellent customer experiences
• Previous contact‑centre experience desirable; transferable experience from retail, hospitality, or leisure highly valued
• Clear, confident communication skills – both written and verbal
• Strong technical capability: regularly using 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.

If you’re interested in finding out more about what a career at Tesco Insurance and Money Services looks like, click Apply to learn more.