Tesco Bank is a Bank with a difference. The difference is the customer, and that difference is mirrored in our people. First and foremost you'll have a passion to be the best you can be, whatever role you are in. Secondly, your personal qualities will include the right attitude, a natural affinity for the customer and confidence borne of experience and expertise in your chosen role.
Nothing we do would be possible without the coordination and input from our senior and specialist teams. These provide centres of excellence and are the backbone of our operation. They offer a wide variety of careers – all dedicated to making Tesco Bank a great place to work, offering the very best in customer service.
There is a wide range of roles in these areas including centralised functions like Finance, Risk, IT and Procurement, Audit, Treasury, Marketing, Commercial Banking, Commercial General Insurance, Legal, Internal Communications, Personnel, Enterprise Change, Insurance Pricing, Tesco Compare and ATM’s that support the business as it grows. We will also have opportunities outwith Head Office in places like our Contact Centres, where you would focus directly on the business, reporting back in to central functions.
In Senior and Specialist roles, what we are really looking for is that customer focus which is already making such a difference across our business. Show you have got the passion and talent we are looking for and there is no telling where your Tesco Bank career could take you.
Our values are at the heart of everything we do so our contact-centre based general insurance team puts our customer's needs first – with processes and practices built around them.
Right now we cover Home, Motor, Pet, Dental and Health insurance plans and, thanks to a brand new partnership, we are also taking responsibility for sales and marketing, customer service and new product development. This gives us control of the insurance products sold under our brand – ensuring that they are just right for our customers. As part of our team, this will also give you opportunities to help shape our business, and an opportunity to grow your career along with us.
For us, a great contact centre is customer focused. So we are working hard to create just the right environment: an environment that will help every team member to perform at their best. You included.
Banking Operations is based in Broadway One, Glasgow, where we have a team of people preparing to take full control of managing and servicing our banking customers.
Our Fixed Rate Saver launched to the market on 6 October – it's the first product for Tesco Bank since the move away from RBS, and is the first to launch on our own banking platform.
Throughout migration we've been working towards the Bank goal of putting Tesco firmly into banking.
Teams within Banking Operations:
The Loans team is working towards migrating new and existing customers onto our new banking platform whilst providing a seamless customer experience.
The team we currently have in place here at Broadway One supports all pre-migration activities for Loans.
Our key priorities at present are:
New business loans will be sold on our new platform both over the phone and online from early 2011. Full migration of the Loans business will take place in 2011 when new business, account servicing, top-up loans and all aspects of payments and reconciliations relating to the product will be housed under one roof.
The Credit Cards Operations department are preparing for the migration of our customers onto our new banking platform next year. We will have around 30 Team Managers and 300 Customer Service Representatives when we go live in 2011 – as well as a team of Operational Analysts supporting our operation. As a team we will handle all aspects of the customer lifecycle, from new business, customer service, lost and stolen cards, credit limit management and retention.
The team currently based in Broadway One are currently focused on:
We are focused on delivering a world-class customer service experience which will drive lifetime loyalty by delivering on our promises and making things simpler and better for our customers.
The Collections and Recoveries team is responsible for working with customers who are in financial hardship to achieve payment solutions. The team also collects overdue arrears for our Credit Cards and Loans portfolios.
Our current priorities are:
A price comparison website is a natural fit for Tesco Bank and the Tesco Values. Customers expect us to offer a great range of products, competitive prices and a service that is free & simple to use.
Working with large number of partners and brands to deliver a wide choice of products and services to customers, we currently offer comparison on:
If you have experience in these areas, then look out for roles that may become available as we are always happy to hear from people who have the right skills looking for new opportunities.
We have signed a five year agreement with Vertex, who will provide operational support for our planned entry into the mortgage market in early summer 2011. Vertex will provide the IT application platforms and customer sales and service staff to support us as we build our mortgage capabilities.
To provide the sales and service for our mortgage business, 200 permanent jobs are being created at Atlantic Quay in Glasgow.
Vertex is well known and respected in the financial service industry, providing similar support for companies such as ING Direct.
Our chief executive, Benny Higgins commented on the announcement, “We are focused on designing mortgage products that are consistent with the Tesco brand: namely products that are simple, transparent and reward customer loyalty.”
At the moment, much of the focus of the Mortgage Programme is on refining our business plan and customer proposition in advance of submitting our proposals to the FSA next month. Once FSA permission has been granted, we'll be able to launch our products.
It has taken a lot of effort from various teams to get to this point. Mortgage operations director, Iain Harnett, said, “I'd like to thank everyone who's worked tirelessly on the Mortgage Programme over the last few months. Whilst today marks a significant milestone for the programme, our key focus remains on obtaining permission from the FSA to proceed. We look forward to continuing to work with Vertex as we move into the next significant phase.”