Customer Service Representative

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

Customer Service Representative – General Insurance

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.

You will be responsible for:

• Using your excellent listening and relationship-building skills to provide an 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 continue the growth of our new sales and retention business - don't worry, full training will be provided to ensure you are a Tesco Insurance Money Services product expert
• Engaging with customers across diverse communication channels, predominantly you will be working 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

You will need:

• 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, coupled with listening and empathic skills, demonstrating resilience in handling various complex challenges
• Proficiency in technology, including Microsoft Office, is essential. You will be regularly multitasking and using multiple systems simultaneously to effectively carry out your responsibilities

What's in it for you:

• Unlock exclusive savings with our Colleague Clubcard. Enjoy a 10% discount that boosts to 15% every payday for a limited period, perfect for your shopping needs at Tesco, both in-store and online.
• Prioritise your wellbeing with our comprehensive benefits package, including access to a Virtual GP Service. You and your family can enjoy free, 24/7 doctor appointments every day of the year. Our cycle-to-work scheme promotes a healthier lifestyle and supports eco-friendly commuting.
• Recharge with a generous holiday allowance of 7.2 weeks, including Bank Holidays.
• We support your family life with enhanced maternity leave and a generous 8-week paid paternity leave (available after one year's service by the qualifying week) and a shared parental leave policy (subject to eligibility), designed to help you balance work and family.
• Save on your everyday expenses with exclusive offers and discounts from well-known brands.
• Plan for retirement with our robust savings plan. Our pension scheme offers a 1:1 match on contributions, up to 7.5%.
• As part of our pension scheme, you'll receive life assurance coverage worth up to five times your salary.

We also know the importance of balancing work with life's other commitments. Please talk to us at interview about the flexibility you need, as we're committed to exploring part time and flexible working 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 either by way of nationality, visa or work permit, and as you will be working in a highly regulated environment, all offers of employment for this role are subject to a series of 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.

Lucky for us, we get to feel it all the time. Because whatever our role, we're 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, and home insurance for peace of mind, to motor insurance for your dream car or travel money for that trip you've worked hard for.

Everything we do is about making things better. Not just for others, but for you too. It's why you'll get bags of choice and plenty of development. It's why you'll always be heard and find balance that works for you. It's why you'll feel totally at home in a place where everyone's welcome.

So, if you want a career where you can do good and feel good, you've found it.

Let's make everyday a little better.

Our story

Making Insurance and Money Services more rewarding and offering great value and choice - because we know little wins can make a big difference.

We began life in 1997 and now help more than 2 million customers protect what matters to them.

We want to deliver a helpful service in everything we do and to make life easier for our customers. Our policies are really easy to manage online for our customers, but we know that being able to speak to our customer service staff when you need to is really important. This is why our customer service centers are open seven days a week.

Delivering great customer service means having great people behind the scenes – people who understand our customers and are driven by doing the right thing for them. We offer colleagues a place where they can feel totally at home in a place where everyone's welcome, where they can be part of a great team focused on making a real difference for our customers.

How to apply

We value our people and diverse teams and believe the variety of backgrounds and experiences make us stronger to achieve our goals.

Our colleagues are working hybrid, taking time to meet with colleagues in our offices for moments that matter, such as team catch ups, planning meetings and more. If you're interested in finding out more about what a career at Tesco Insurance and Money Services looks like, click apply to find out more