Job Description

General information

Job Title
Claims Handler
Ref #
9535
Location
Newcastle
Department
Claims Customer Service (new)
Business Area
Claims Customer Experience
Working time
Full-Time
Date Published
22-04-2026

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

Salary: £26200 - £27000 (depending on experience) + annual bonus

Hours: Full-time, 36 hours per week

Working Pattern: Office-based initially, with hybrid working available upon achieving competence (typically after 6 Months)

Location: Longbenton, Newcastle

At Tesco Insurance, our Claims team does more than handle claims – we help customers through some of life’s most difficult and vulnerable moments. Whether it's a bump in the road, damage to a home, or a sudden emergency, every call is a chance to show we care and to do the right thing with empathy and expertise. Your work will make a real difference – especially when our customers need us most.

We’re proud of our customer satisfaction scores but even prouder of the skilled and compassionate colleagues behind those results. Whether resolving a claim or partnering with suppliers to deliver great customer outcomes, we’re building a team that listens, learns, and leads with kindness.

We’re recruiting Claims Handlers for an intake in June and July 2026 in our Quorum Longbenton site.

The Role

• Guiding customers through each step of the process of their home / motor claim - from the first notification of loss to a fair and timely resolution
• Gathering and recording accurate information to progress claims efficiently
• Assessing each case carefully and making fair decisions based on the facts
• Arranging repairs, mobility support, or replacements through our trusted partners
• Handling queries and resolving issues with empathy and professionalism
• Exploring opportunities to settle claims on first contact where appropriate
• Securing services for customers, including repair, mobility, and salvage options through our dedicated supplier network
• Delivering exceptional customer service at every interaction and upholding our consumer duty responsibilities.

We’re looking for people who thrive in a fast-paced, supportive environment and take pride in delivering excellent service when it matters most.

We need (min experience)

• A passion for delivering excellent customer experiences
• Min 6 months previous customer services experience is required. Experience from Contact centres, retail, military, hospitality, or leisure is welcomed
• Clear and confident communication skills, both written and verbal
• Strong technical capability as you’ll regularly use multiple systems simultaneously
• Empathy, resilience, and adaptability in a fast-paced environment

What’s in it for you?

• Tesco Colleague Clubcard: 10% discount (15% every payday for a limited period).
• Wellbeing & health: Free 24/7 Virtual GP service for you and your family, plus Cycle to Work scheme.
• Generous leave: 7.2 weeks’ holiday (including Bank Holidays).
• Family support: Enhanced maternity, paternity, and shared parental leave policies.
• Exclusive offers from top brands and partners.
• Financial security: Pension scheme matching up to 7.5% on a 1:1 basis, plus life assurance up to 5x salary.
• 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.

Where you’ll be working

Our Longbenton site is easy to reach by Metro and major bus routes, with free parking available. Many of our colleagues live locally and appreciate the balance of community connection and career opportunities the site provides.

Important information.

You must have the right to work in the UK (through nationality, visa, or work permit). All offers of employment are subject to background screening, including criminal record and financial checks.

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 centres 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!