Customer Service Representative

General information

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 by 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?

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How to apply