Customer Service Representative

September 10, 2024

Tesco Bank

Glasgow

PART TIME

General information

Job Title

Customer Service Representative

Ref #

9049

Location

Glasgow

Department

CS - Cust Protect Car New Hire - BW1

Business Area

CS - Customer Protect - BW1

Working time

Part-Time

Date Published

02-09-2024

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

Salary: £20,500 to £23,500 (pro-rata) depending on experience

Working Hours: Part time, 18 hours per week

Training: Although the position is part-time, the training will be completed on a full-time schedule. You will participate in a 4-week on-site training program, Monday to Friday, from 9 a.m. to 5 p.m. Following this, you will transition into a 2-week period where you will handle calls in the graduate bay at our Glasgow office.

Following the announcement regarding Tesco's strategic partnership with Barclays, this role will support our insurance and money services business and will remain with Tesco.

Colleagues in our General Insurance department support Tesco Bank 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 Bank 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:

Embrace the benefits of our Colleague Clubcard, your gateway to exclusive advantages. Enjoy a 10% discount that increase to 15% every payday, spanning across a 4-day window for shopping at Tesco stores and online.
As an added perk, share the goodness with a family member or friend through a secondary card.
Enhance your mental and physical wellbeing with our comprehensive benefits package, encompassing the Virtual GP Service. This invaluable resource grants you and your family free access to round-the-clock doctor's appointments 365 days a year. Additionally, explore our cycle-to-work scheme, promoting a healthier lifestyle and environmentally friendly commuting options.
Indulge in a generous holiday allowance of 7.2 weeks, including Bank Holidays. Additionally, you can seize the chance to acquire extra days through our optional purchase scheme.
Embrace our family-oriented initiatives, encompassing enhanced maternity leave pay, a shared parental leave policy, and a generous 8-week paid paternity leave.
Unlock fantastic offers and discounts on well-known brands, helping you save on your everyday expenses.
Prepare for your retirement with our robust savings plan, featuring a pension scheme that offers a 1:1 match on contributions, up to 7.5%.
Receive life assurance coverage equivalent to up to five times your contractual salary as a member of our pension scheme.

Every applicant must have the right to work in the UK to commence employment with Tesco Bank 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.

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 Bank looks like, click apply to find out more!

Why Tesco Bank?

We’re also a little obsessed with the future. Your future. Our future. That’s why we take development seriously; we want to help you thrive and evolve in your career. Tesco Bank is a place to get on, all colleagues have access to Linked In Learning and Abstract, from day one.

It’s important to us that we make sure you’re supported by your team and colleague networks every day, celebrating when it matters and helping you to be the best version of yourself. The people make Tesco Bank, and we take pride in what we achieve together.

All that hard work? Come and see it turned into something real, usable, and important to customers’ and colleagues’ everyday lives. At Tesco Bank, our products make things a little better for everyone.