Customer Service Representative

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, 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 an outstanding customer service for all customers
• 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 continue 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, however transferable skillsets within an applicable customer service environment are equally valued (e.g., retail, hospitality or leisure)
• Proficiency in written and verbal communication, listening and empathic skills, and resilience in handling various complex challenges
• Proficiency in technology, including Microsoft Office; multitasking and using multiple systems simultaneously to carry out responsibilities

• Exclusive savings with our Colleague Clubcard; 10% discount that boosts to 15% every payday for a limited period
• Comprehensive benefits package including Virtual GP Service; free 24/7 doctor appointments for you and your family
• Cycle-to-work scheme and generous holiday allowance of 7.2 weeks including Bank Holidays
• Enhanced maternity leave and 8-week paid paternity leave (after one year's service) and a shared parental leave policy
• Retirement savings plan with pension scheme; 1:1 employer match on contributions up to 7.5%; life assurance up to five times salary
• Flexible working opportunities; discussion at interview about part-time and flexible arrangements

As part of Tesco Insurance Money Services, we support customers with home and motor insurance needs and promote easy online policy management. Our customer service centres are open seven days a week to help customers when they need us.