Customer Service Team Leader

About the role

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

**Customer Service Team Leader (Payments) Permanent**

Salary – From £30,400 (depending on experience) + annual bonus & benefits

Work Level – 1

Location – Newcastle (Hybrid)

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. For this role, you’ll be expected to attend our Newcastle office 2 days per week.

Shift Pattern – Monday to Friday, 36 hours between 8am and 6pm

Closing Date – Applications close on 19 October 2026 at 5pm

Why this role?

We’re looking for a Customer Service Team Leader to join our Tesco Insurance and Money Services Payments Team.

You’ll lead a team of around 12 Customer Service Representative - Technical colleagues who support our business through the accurate processing of customer payments, refunds and ledger corrections.

This is a great opportunity for an organised and motivated leader who enjoys developing people, delivering high-quality service and continuously improving how we support our colleagues and customers.

What you’ll be doing

• Leading, motivating and supporting a team of around 12 Customer Service Representative - Technical colleagues, helping them perform at their best and deliver a high-quality service.
• Coaching and developing colleagues based on their individual capability and development needs, providing clear and constructive feedback to support performance and growth.
• Overseeing the accurate and timely processing of customer payments, refunds and ledger corrections, ensuring agreed service, quality and regulatory standards are met.
• Acting as an escalation point for complex or non-standard payment and customer queries, supporting colleagues to reach the right outcomes.
• Ensuring colleagues follow relevant policies, processes and controls, maintaining quality and risk requirements across the team.
• 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)

• Proven customer service leadership experience, with experience managing, coaching and developing a successful team and providing honest, constructive feedback.
• A strong track record of delivering excellent customer service and operational performance, with experience supporting colleagues in a process-driven or technical environment.
• Strong communication, organisation and time-management skills, with the confidence to explain complex information clearly, learn and embed new systems and processes, and manage competing priorities effectively.
• Experience working within a quality, risk or control-based environment, with a continuous improvement mindset and the ability to identify opportunities to improve processes and service delivery.

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 are expected to be held from 22 October.

Why Tesco Insurance and Money Services?

Seeing your impact all around you: there’s no better feeling.

Lucky for us, we get t…