Customer Service Representative

Tesco Bank; Glasgow; Hybrid; GBP 23,850 - 29,150; Full time

Benefits offered by this job

Colleague pension scheme

Private Medical Insurance

Performance-related annual bonus

Generous holiday allowance

Colleague Clubcard discounts

Enhanced maternity/paternity leave

Job summary

A banking institution in Glasgow is seeking a Customer Service Representative for their Credit Cards team. The role involves managing customer inquiries through inbound calls and encouraging exploration of digital self-service options. The ideal candidate should possess strong communication and active listening skills, and have experience in customer service. This position offers a competitive salary of £26,500 p.a., a hybrid working model, and opportunities for career advancement.

Qualifications

• Experience in a call centre or transferable skills from retail or hospitality.
• Ability to demonstrate empathy and handle complex customer interactions.
• Capability to work in a fast-paced environment.

Responsibilities

• Provide outstanding customer service through active listening.
• Manage high call volumes and maintain a positive customer experience.
• Guide customers from initial call to resolution.

Skills

Customer service experience

Strong communication skills

Active listening skills

Confidence using technology

Tools

Microsoft Office

Job description

General information

Job Title: Customer Service Representative

Ref #: 9464

Location: Glasgow, Barclays Campus

Department: BAR - CS - Credit Card New Hire - BW1

Business Area: CS - Banking Customer Service (Banking Customer Contact - BW1)

Working time: Full-Time

Date Published: 23-12-2025

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

Salary: You’ll start on a salary of £26,500 p.a

Working hours: Full time, 36 hours a week on rotational shift pattern.

Office attendance: You will be office-based during your probation period. Following this, you will follow our hybrid working model, attending the office 2 days per week.

A career that works for you

We’re looking for a Customer Service Representative to our Credit Cards team at Tesco Bank, part of Barclays Bank UK Plc. Your team handle customer enquiries via inbound calls, covering everything from purchasing queries to addressing more complex questions about interest rates. Alongside managing incoming calls, you’ll play a pivotal role in encouraging customers to explore our digital channels for self‑service options. Part of your accountabilities may involve addressing and resolving customer complaints.

We pride ourselves on maintaining an energetic and cooperative environment where professional growth and development are at the heart of what we do. Through our Career Pathways programme, we offer clear opportunities to advance, including the chance to progress from a Credit Cards role into a Fraud Specialist position. Whether you're looking to enhance your skills or take the next step in your career, we’ll support your journey every step of the way. In our fast‑paced call centre, your ability to adapt quickly while delivering exceptional customer service will be key to your success.

What you’ll be doing

• Using your excellent listening and relationship‑building skills to provide an outstanding customer service
• Efficiently managing high call volumes whilst ensuring a consistently positive and engaging customer experience
• Engaging with customers across diverse communication channels, predominantly you will be working inbound calls but may be required to conduct outbound calls occasionally
• Taking full ownership of the customers, you assist, guiding them from initial call all the way through to resolution
• Using your own judgement to effectively handle and resolve customer queries, and where needed access relevant tools for support
• Listening to customers personal circumstances to understand their requirements and provide personalised solutions
• Accurately documenting customer interactions, issues, and resolutions within our systems
• Educating customers on the full range of products and services we offer when additional information is requested by the customer - don’t worry, full training will be provided to ensure you are a Tesco Bank product expert

We need you to have

• Customer service experience, ideally within a call centre, but we also value transferable skills from retail, hospitality, or other customer‑facing environments
• Strong communication and active listening skills with the ability to demonstrate empathy, remain resilient, and handle complex customer interactions effectively
• Confidence using technology including Microsoft Office and multiple systems simultaneously in a fast‑paced environment
• An understanding of the importance of living our values every day—where no one tries harder for customers, we treat people how they want to be treated, and we believe every little help can make a big difference. These values shape our culture, and all colleagues are measured on their commitment to them

And if you have any of these, even better

• A genuine passion for delivering outstanding customer experiences and finding the best outcome for every customer
• Experience wording in financial services or a regulated environment
• The ability to work effectively in a fast‑paced, target‑driven environment

We don’t expect you to tick every box, and if you feel you hit most of the brief, it’s worth exploring to further develop your career here with us.

Where you will be working

You’ll begin with on‑site training, moving into our graduate bay before transitioning to your team as an office‑based colleague. Once you reach full competency, you can apply for remote working under our ‘Moments that Matter’ model, allowing you to work from home while attending key office events, such as team meetings and development sessions.

What’s in it for you

• Prepare for your retirement with our colleague pension scheme.
• Private Medical Insurance (WL2+) and virtual GP Service 365 days a year.
• Performance related annual bonus.
• Indulge in a generous holiday allowance with a minimum of 7.2 weeks, with the opportunity to buy more.
• Embrace the benefits of our Colleague Clubcard (until March 2026). Enjoy a 10% discount that increase to 15% every payday. As an added perk, we’ll give you a second card to share with someone else.
• Benefit from our family‑oriented initiatives, encompassing enhanced maternity leave pay, a shared parental leave policy, and a generous paid paternity leave.
• A place to get on - take advantage of our ongoing learning opportunities and training, to help you achieve the job and career you want.

Everyone’s welcome

We want all our colleagues to always feel welcome and be themselves at Tesco Bank, part of Barclays Bank UK Plc. We’re committed to building a more inclusive workplace and celebrating everything that makes colleagues unique, and value the richness and diversity this brings to our business. A more diverse business helps us deliver on our purpose to serve our customers, communities, and planet a little better every day.

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 Bank looks like, click apply to find out more!

Why Tesco Bank

Whether we’re helping our customers or looking after our people, you’ll find there’s a warmth and friendliness to everything we do. It means we put your wellbeing first and give you bags of support, training and development, so you can build the career that’s right for you. It’s about looking after each other with the same care that we give to our customers. We’ve created an environment where everyone feels included, accepted and welcome. Which means you can bring your whole self to work every day and totally thrive at the same time.

Say hello to life in Tesco Bank.