Customer Service Representative

Tesco Bank; Glasgow; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading financial services provider in Glasgow seeks energetic Customer Service Representatives to enhance customer experiences. You will handle calls related to savings products, deliver personalized service, and guide customers through digital solutions. The role requires strong communication skills and a commitment to customer satisfaction. This opportunity includes competitive benefits, hybrid working, and ongoing training to advance your career.

Benefits

Colleague pension scheme

Private Medical Insurance

Performance related annual bonus

Generous holiday allowance

Enhanced maternity leave pay

Ongoing learning opportunities

Qualifications

• Experience in a call center or customer-facing environment preferred.
• Ability to demonstrate empathy and handle complex interactions.
• Capable of working in a fast-paced, target-driven environment.

Responsibilities

• Provide outstanding customer service while managing high call volumes.
• Engage with customers through multiple communication channels.
• Take ownership of customer queries and guide them to resolution.
• Document customer interactions and provide personalized solutions.

Skills

Customer service experience

Strong communication skills

Active listening

Confidence using technology

Tools

Microsoft Office

Job description

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

Salary : You’ll start on a salary between £, to £,, this will increase to £, in April 6.

Working hours : Full time, hours per week

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 chance to thrive

We’re looking for enthusiastic Customer Service Representatives to join our team at Tesco Bank.

You will spend your initial few weeks working on an initiative across a variety of roles to help support our customers who have savings products with us. After that time, you will be retrained and move into a customer service representative role in either our credit cards or savings and loans teams.

In this role, you’ll handle a variety of inbound and outbound customer queries — from assisting with account openings, fund transfers and digital banking, to resolving questions around purchases, balances and interest rates. You’ll use your strong communication and problem-solving skills to deliver an excellent customer experience, ensuring every interaction leaves a positive impression.

You’ll also help customers make the most of our digital channels, promoting self-service options and guiding them through online solutions. Whether you’re resolving a complaint, processing a transaction, or simply providing reassurance, you’ll play a key role in helping our customers manage their finances with confidence.

We pride ourselves on maintaining an energetic and collaborative environment, fostering professional growth and development. Your ability to adapt quickly and efficiently to the demands of a busy call centre, while ensuring exceptional customer service, will be key to your success.

You will be responsible for :

• 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 though 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 themAnd 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.

What's in it for you

• Prepare for your retirement with our colleague pension scheme.
• Private Medical Insurance (WL2+) and virtual GP Service days a year.
• Performance related annual bonus.
• Indulge in a generous holiday allowance with a minimum of weeks, with the opportunity to buy more.
• 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.