Customer Service Representative Lloyds Banking Group Disputes

Teleperformance; Beith; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Cycle to Work

Pension

Eyecare

28 days annual leave

Wellbeing resources

Refer-A-Friend

Job summary

Teleperformance in Glasgow is seeking a Customer Service Expert for its Disputes Team on the Lloyds Banking Division campaign. The role is office-based with initial on-site training in Glasgow and a path to hybrid or on-site work after three months.

You will handle inbound calls, follow dispute processes, and provide banking support, ensuring accuracy and security while maintaining high customer service standards.

Qualifications

• Experience in delivering customer service over the phone; ability to follow dispute processes with accuracy.
• Fluent English and clear verbal communication; strong listening skills.

Responsibilities

• Answer inbound calls with enthusiasm to help customers at first contact.
• Follow dispute processes to ensure customer satisfaction.
• Explain banking processes clearly and keep accounts secure.
• Assist with transfers, direct debits and digital banking support.
• Resolve queries with ownership and timely escalation when needed.
• Record complaints in line with policy and achieve first-touch resolution.
• Work with vulnerable customers and handle complex cases.

Skills

Inbound calls

Dispute processes

Empathy

Numeracy

Banking knowledge

Customer service

Job description

CUSTOMER SERVICE EXPERT

OFFICE BASED IN GLASGOW

Teleperformance is a fast-paced contact centre employer who works alongside a number of house-hold known clients to deliver world class customer service.

We have a fantastic opportunity for inbound customer service specialist for our Disputes Team on the Lloyds Banking Division campaign.

Here is all you need to know…

• Start Date: 24August 2026 and 21 September 2026
• Salary: £27,081.60 (enhanced rate applies between 9pm – 11pm)
• Job Type: Full Time – Permanent
• Working Hours: 40 hours per week (including training)

• Operational hours after training - We require full flexibility between 07:00 - 23.00 Monday - Sunday

• Training: 2 weeks based in Glasgow, City Park.

• Training hours 09:00am – 18:00pm Monday – Friday

• Joining the team: First 3-months working on-site in Glasgow, then opportunity to choose on-site or at-home working whichever suits you best dependent on performance.

You will be invited to a short interview should your application be successful at the inital stage.

Who we are looking for…

• A professional, polite and courteous telephone manner
• Ability to deliver excellent service with outgoing nature
• Excellent verbal communication skills, with fluency in English essential
• A good listener who can convey empathy, patience and understanding
• Confident and proactive to deal with difficult situations and conversations
• Confident in having customer conversations
• High levels of accuracy and attention to detail
• Confident in working independently
• Confident in making complex decisions
• Self-motivated and able to affectively problem solve
• Interpersonal skills
• Be driven to work towards achievable targets
• Excellent numeracy skills
• Experience in working with vulnerable customers
• Previous banking/ financial services experience is highly desired
• Previous call centre/ customer service experience is essential

Values we look for you to have...

• Process Excellence - doing things well means something to you and you will always strive to improve on your work
• Collaboration - you enjoy working with others and you like working as a team player
• Communication - You can speak and write clearly and in a confident manner
• Emotional Intelligence - You possess the ability to be emotionally intellignt meaning you are able to empathise, be kind and be good with others.
• Open-mindedness - you possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
• Critical thinking - you are abl to think logically when making decisions
• Solution Orientation - having a forward thinking mindset focused on resolving challenges
• Entrepreneurship - taking owenership, not being afraid to take on new tasks, develop and have a self-driven mindset.

What will my role involve…?

• Answer inbound calls with enthusiasm and a desire to help out customers at the first point of contact
• Follow Dispute processes to ensure customer satisfaction
• Objection handling whilst ensuring the customer that we are here to help them and keep their account secure
• Supporting and providing a positive experience for all our customers by helping them with all aspects of their personal banking, for example: bank transfers, direct debits, and digital banking support
• Helping customers that may be going through financial difficulty and debit card support
• Promoting channels such as Internet Banking and ensuring that all customers are aware and have access to the Bank’s complete range of services
• Problem solving - taking ownership of each and every query and ensuring these are resolved, making a real positive difference for our customers
• Ensure that all customers are supported in accordance with all regulatory requirements which aim to protect our customers
• Ensure all customer complaints are recorded in line with policy and where possible resolved at first touch, delivering an efficient outcome for the customer
• Ability to react fast when the day gets busy and handle a wide variety of different customers – excellent time management
• Work with vulnerable customers, and helping to resolve complex cases
• Confident in following banking processes and being able to clearly explain these to our customer

Here are our key benefits…

• Perks at Work – Savings Discounts / Free Online Classes
• Help@Hand - Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, Legal Advice
• Critical Illness – up to £10,000
• Cycle to Work Scheme
• Eyecare support voucher
• Holiday Purchase Scheme
• Length of Service Awards
• Workplace Pension
• Monthly Inspire Awards – For the best of the best
• Refer-A-Friend earns up to £1,200 for you
• Monthly Wellbeing Webinars
• Dedicated Employee Experience Progress – Here to support TP journey
• 28 day annual leave (inclusive of bank holidays), increasing with length of service
• Discounted Bus Travel in Glasgow (First Bus)