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

Job Description

CUSTOMER SERVICE SPECIALIST – OFFICE BASED IN GLASGOW

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

We have a fantastic opportunity for an inbound customer service specialist in 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, with 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 to 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 for hybrid working depending 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 accuracy and attention to detail
• Confidence in working independently and 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 is highly desired

What will my role involve…?

• Answering inbound calls enthusiastically and aiming to help customers at first contact
• Following dispute processes to ensure customer satisfaction
• Handling objections while assuring customers of support and security
• Providing support for personal banking issues, such as transfers, direct debits, and digital banking
• Assisting customers experiencing financial difficulties and supporting debit card issues
• Promoting and explaining channels like Internet Banking and other services
• Taking ownership of queries and resolving them effectively
• Supporting regulatory compliance and recording complaints appropriately
• Managing time efficiently during busy periods and handling a variety of customer needs
• Supporting vulnerable customers and resolving complex cases
• Explaining banking processes clearly to customers

Here are our key benefits…

• Perks at Work: Discounts, Free Online Classes
• Help@Hand: Discounts, Wellbeing Resources, Webinars, Access to GPs, Mental Health, Financial and Legal Advice
• Critical Illness Cover: Up to £10,000
• Cycle to Work Scheme
• Eyecare 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

If interested, APPLY TODAY. Our recruitment team will contact you within 48 hours. Feel free to reach out sooner if you wish to chat with us.