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Customer Service Team Leader
Job Location:
Job Location:
Newcastle - South Africa
Yearly Salary:
ZAR 30400 - 30400
Yearly Salary:
Posted:
14 October 2026 (10 days ago)
Posted:
Application Deadline:
14 January 2027
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
General information
Job Title
Customer Service Team Leader
Ref #
9667
Location
Newcastle - Q8 Building Quorum Business Park Longbenton NE12 8BU
Department
IMS - Support Services (Mgt) - NCL
Business Area
Customer Service
Working time
Full-Time
Date Published
1
Serving our customers communities and planet a little better every day.
Customer Service Team Leader (Payments) Permanent
Salary From 30400 (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 youll 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
Were looking for a Customer Service Team Leader to join our Tesco Insurance and Money Services Payments Team.
Youll 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 youll 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 were 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 youre excited about this role but your experience doesnt align perfectly with every requirement wed still love to hear from you.
Whats 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) were 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 lifes other commitments. Please talk to us at interview about the flexibility you need as were 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: theres no better feeling.
Everything we do is about making things better. Not just for others but for you too. Its why youll get bags of choice and plenty of development. Its why youll always be heard and find balance that works for you. Its why youll feel totally at home in a place where everyones welcome.
Lucky for us we get to feel it all the time. Because whatever our role were 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 youve worked hard for.
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 youve worked hard for.
Everything we do is about making things better. Not just for others but for you too. Its why youll get bags of choice and plenty of development. Its why youll always be heard and find balance that works for you. Its why youll feel totally at home in a place where everyones welcome.
We value our people and diverse teams and believe the variety of backgrounds and experiences make us stronger to achieve our goals.
So if you want a career where you can do good and feel good youve found it.
Lets make everyday a little better.
Lets make everyday a little better.
More information
As a Disability Confident Employer (Level 2) Were 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 lifes other commitments. Please talk to us at interview about the flexibility you need as were committed to exploring part time and flexible working opportunities at every level of the organisation.
Dont miss out. Were assessing the application throughout the recruitment process and may close this opportunity ahead of the closing date if we receive a high volume of applications. If youre interested in finding out more about what a career at Tesco Insurance Services looks like click apply to find out more!
Required Experience:
Manager
About Company
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