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 with 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 additional £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 required 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, with the opportunity to choose between on-site or remote work 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 is 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 is highly desirable
• Previous call centre/customer service experience is essential

What will my role involve…?

• 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
• Supporting customers with personal banking issues such as transfers, direct debits, and digital banking
• Assisting customers experiencing financial difficulties and debit card issues
• Promoting banking channels like Internet Banking and ensuring customers are aware of all services
• Taking ownership of queries and resolving them effectively, making a positive impact
• Supporting regulatory compliance to protect customers
• Recording and resolving complaints efficiently at first contact
• Managing time effectively during busy periods and handling diverse customer needs
• Working with vulnerable customers and resolving complex cases
• Following banking processes and clearly explaining them to customers

Here are our key benefits…

• Perks at Work – Discounts and free online classes
• Help@Hand – Savings 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 support vouchers
• Holiday Purchase Scheme
• Length of Service Awards
• Workplace Pension
• Monthly Inspire Awards
• Refer-A-Friend scheme – earn up to £1,200
• Monthly Wellbeing Webinars
• Dedicated Employee Experience team to support your journey
• 28 days annual leave (including bank holidays), increasing with service length
• Discounted bus travel in Glasgow (First Bus)

If you're interested, APPLY TODAY to submit your application. Our recruitment team will contact you within 48 hours. Feel free to reach out sooner if you'd like to chat with us.