Customer Service Representative

Serving our customers, communities, and planet a little better every day.

Salary: £23,600 to £26,000 depending on experience

Working Hours: Full time, 36 hours per week

Colleagues in our General Insurance department support Tesco Insurance Money Services customers with their home and motor insurance needs. You will be expected to efficiently handle a diverse range of inbound calls in a dynamic environment, providing support to customers who hold a policy with us and servicing their needs. This will include making changes to their policy, continuing the growth of our business via new sales and retentions conversations, providing financial support and promoting our digital channels where customers can self-serve. You may also be required to handle and resolve customer complaints and support vulnerable customers.

We pride ourselves on maintaining an energetic and collaborative environment, fostering professional growth and development. Your ability to adapt quickly and efficiently to the demands of a busy call centre, while adhering to a schedule, and ensuring exceptional customer service, will be key to your success.

Where you will be working:

You'll undergo onsite training and then be placed in our graduate bay before transitioning to your team, all while remaining as office-based colleagues. However, once you have reached competency in role, you can request to transition to a primarily remote working arrangement through our "Moments that Matter" working model. This will allow you to work from home for most of the time, while joining colleagues in our offices for significant occasions, such as team meetings, development discussions, and social events.

• Using your excellent listening and relationship-building skills to provide outstanding customer service for all
• Efficiently managing high call volumes whilst ensuring a consistently positive and engaging customer experience
• Educating customers on the full range of products and services we offer, and through effective conversation continuing the growth of our new sales and retention business
• Engaging with customers across diverse communication channels; predominantly inbound calls but may be required to conduct outbound calls occasionally
• Applying your own judgement to appropriately address and resolve customer queries
• Listening to customers' personal circumstances to understand their requirements and provide personalised solutions
• Accurately documenting customer interactions, issues, and resolutions within our systems

• A passion for delivering an excellent customer experience and finding the best outcome for our customers
• Previous experience in Customer Service within a call centre preferred; transferable skills from retail, hospitality, or leisure are also valued
• Proficiency in written and verbal communication, listening and empathic skills, with resilience for handling complex challenges
• Proficiency in technology, including Microsoft Office; ability to multitask and use multiple systems simultaneously

• Exclusive Colleague Clubcard savings with a 10% discount that increases to 15% every payday for a limited period
• Comprehensive benefits package including Virtual GP Service; 24/7 doctor appointments; cycle-to-work scheme
• Generous holiday allowance of 7.2 weeks including Bank Holidays
• Enhanced maternity leave and a generous 8-week paid paternity leave (after one year's service by the qualifying week) and a shared parental leave policy (subject to eligibility)
• Exclusive offers and discounts from well-known brands
• Pension scheme with 1:1 match on contributions up to 7.5%; life assurance up to five times salary

We also support flexible working; please discuss your needs at interview as we're committed to exploring part-time and flexible opportunities at every level of the organisation.

Every applicant must have the right to work in the UK to commence employment with Tesco Insurance Money Services. All offers are subject to background checks, including a criminal record check and stringent financial checks.

Why Tesco Insurance and Money Services?

Seeing your impact all around you, there's no better feeling. We're focused on helping our colleagues and serving our customers, communities and planet a little better every day.

We deal in the personal – from pet insurance for your best friend, home insurance for peace of mind, motor insurance for your dream car, to travel money for that trip you've worked hard for. We offer development, a welcoming culture, and balance that works for you. If you want a career where you can do good and feel good, you've found it.

How to apply: We value diverse teams and believe variety of backgrounds and experiences makes us stronger. Our colleagues work in a hybrid model, with time in offices for moments that matter. If you'd like to learn more about a career at Tesco Insurance and Money Services, click apply.