Working Hours: Full time, 36 hours per week
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
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 LinkedIn 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.