Customer Service Representative - Lloyds Banking Group (Disputes) - Glasgow

Teleperformance; Glengarnock; On-site; GBP 40,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Specialist to join their Disputes Team in Glasgow. This role offers a fantastic opportunity to provide world-class service to customers, ensuring their needs are met with professionalism and care. With a focus on inbound calls, you'll assist customers with personal banking matters and navigate complex situations with empathy and understanding. Enjoy a supportive work environment with flexible options after your initial training phase. This position is perfect for those who thrive in a fast-paced setting and are driven to achieve targets while making a positive impact.

Benefits

Perks at Work – Discounts

Help@Hand – Wellbeing Resources

Critical Illness Cover

Cycle to Work Scheme

Eyecare Support Voucher

Holiday Purchase Scheme

Length of Service Awards

Workplace Pension

Monthly Inspire Awards

Refer-A-Friend Bonus

Qualifications

• Fluency in English essential with excellent verbal communication skills.
• Experience in customer service or call center environments is crucial.

Responsibilities

• Answering inbound calls and assisting customers with their queries.
• Following dispute processes and ensuring customer satisfaction.
• Handling objections and maintaining account security.

Skills

Verbal Communication

Customer Service

Problem Solving

Empathy

Attention to Detail

Numeracy Skills

Independent Work

Job description

Job Description

CUSTOMER SERVICE SPECIALIST – OFFICE BASED IN GLASGOW

Teleperformance is a fast-paced contact centre employer working with well-known clients to deliver world-class customer service.

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

Here is all you need to know…

• Start Date: June 2025
• Salary: £13.50 per hour, plus an extra £1 per hour between 9pm – 11pm
• Job Type: Full Time – Permanent
• Working Hours: 40 hours per week (including training)

• Operational hours after training: 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 option to work on-site or remotely based on performance

Who we are looking for…

• A professional, polite, and courteous telephone manner
• Ability to deliver excellent service with an outgoing nature
• Excellent verbal communication skills; fluency in English essential
• A good listener who can convey empathy, patience, and understanding
• Confident and proactive in handling difficult situations and conversations
• High levels of accuracy and attention to detail
• Ability to work independently
• Confidence in making complex decisions
• Self-motivated with effective problem-solving skills
• Strong interpersonal skills
• Driven to achieve targets
• Excellent numeracy skills
• Experience working with vulnerable customers
• Previous banking/financial services experience highly desired
• Previous call centre/customer service experience essential

Role responsibilities include…

• Answering inbound calls with enthusiasm and a desire to assist customers at first contact
• Following dispute processes to ensure customer satisfaction
• Handling objections while reassuring customers and maintaining account security
• Providing support on personal banking matters such as transfers, direct debits, and digital banking
• Assisting customers experiencing financial difficulties and supporting debit card issues
• Promoting banking channels like Internet Banking and ensuring customers are aware of all services
• Taking ownership of queries, resolving issues, and making a positive impact
• Adhering to regulatory requirements to protect customers
• Recording and resolving complaints efficiently at first contact where possible
• Managing time effectively during busy periods and handling a variety of customer needs
• Supporting vulnerable customers and resolving complex cases
• Following banking processes and explaining them clearly to customers

Our key benefits include…

• Perks at Work – Discounts, Free Online Classes
• Help@Hand – Discounts, Podcasts, Wellbeing Resources, Webinars, Access to GPs, Mental Health, Financial and Legal Advice
• Critical Illness Cover – up to £10,000
• Cycle to Work Scheme
• Eyecare Support Voucher
• Holiday Purchase Scheme
• Length of Service Awards
• Workplace Pension
• Monthly Inspire Awards
• Refer-A-Friend Bonus – up to £1,200
• Monthly Wellbeing Webinars
• Dedicated Employee Experience Support
• 28 days annual leave (including bank holidays), increasing with service
• Discounted Bus Travel in Glasgow (First Bus)

If you're interested, APPLY TODAY. Our recruitment team will contact you within 48 hours, or feel free to reach out sooner to chat with our team.