Customer Service Representative

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

Customer Service Representative | Permanent | 36 Hours | 05/01/2027 Start Date

*Please note: These roles are open to LTSB candidates only.

Salary – From £25,200 depending on experience + annual bonus & benefits

Work Level – 1

Location – Glasgow

Office Attendance – Our hybrid working model gives you the best of both worlds, offering flexibility to work from home alongside valuable face-to-face collaboration with colleagues. You’ll complete your initial training onsite in Glasgow before moving into our graduate bay and then transitioning into your team. During this period, you’ll remain office based. Once you’ve reached competency in your role, you can request to work from home for some of the time, while continuing to join colleagues in the office for important occasions such as team meetings, development discussions and social events.

Shift Pattern – Working 36 hours per week between 8am and 8pm, Monday – Sunday. Shifts to be discussed.

Closing Date – Applications close on Friday 30 October at 12pm

Why this role?

As a Customer Service Representative, you’ll receive comprehensive training to help you confidently handle a diverse range of inbound calls and support customers who hold a car insurance policy with us.

You’ll help customers with everything from making changes to their policies and providing financial support, to new sales and retention conversations and helping customers use our digital self-service options. You may also support customers with complaints or those who may need additional help.

You’ll be joining an energetic and collaborative environment where you’ll have opportunities to learn and develop. Your ability to listen, adapt and provide a great customer experience will be key to your success.

What you’ll be doing

• Providing an outstanding customer experience, using your listening and relationship-building skills to understand individual customer needs and find the right outcome.

• Managing a high volume of predominantly inbound calls, with occasional outbound calls, while delivering a consistently positive and engaging customer experience.

• Supporting customers with their policies, including policy changes, new sales and retention conversations, financial support, complaints and promoting our digital self-service options.

• Listening to customers’ personal circumstances, using your judgement to understand their requirements and provide appropriate, personalised support and solutions.

• Helping customers understand the products and services available to them, communicating information clearly and effectively. Full training will be provided to help you become a Tesco Insurance and Money Services product expert.

• Accurately documenting customer interactions, queries and resolutions while confidently multitasking across different systems.Using customer and colleague feedback to identify opportunities for continuous improvement across processes, systems and ways of working, while building a positive, inclusive and high-performing team culture.

What we’re looking for: (minimum criteria)

• A passion for delivering an excellent customer experience and finding the best outcome for our customers.

• Previous customer service experience. Call centre experience is preferred, but transferable experience from environments such as retail, hospitality or leisure is equally valued.

• Strong written and verbal communication, listening and empathy skills, with the resilience to handle a range of customer situations and complex challenges.

• Confidence using technology, including Microsoft Office, with the ability to multitask and use multiple systems simultaneously.

We welcome applications from everyone. If you’re excited about this role but your experience doesn’t align perfectly with every requirement, we’d still love to hear from you.

What’s in it for you

• A generous pension, with up to 7.5% employer contribution, depending on what you put in.

• Virtual GP Service for you and your family

• Performance related annual bonus.

• 7.2 weeks holiday, with the opportunity to buy more.

• Colleague Clubcard discount (10-15% + second card to share with someone else).

• Enhanced parental leave.

• Opportunities to Save and Buy as you earn.

• A place to get on - take advantage of our ongoing learning opportunities to help you achieve the job and career you want.

Interviews

As a Disability Confident Employer (Level 2), we’re committed to creating an accessible and supportive environment for all. We offer reasonable adjustments throughout the recruitment process, including interviews, to ensure every candidate has a fair opportunity to succeed.

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.

Interviews will be held on Monday 02 November across two sessions; 10am and 1pm.

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!