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

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

Job summary

A leading contact center employer is seeking a Customer Service Specialist in Glasgow. This full-time role involves answering customer inquiries, following dispute processes, and providing excellent banking support. The ideal candidate must be fluent in English with strong problem-solving skills and a friendly telephone manner. Benefits include competitive pay, flexibility after training, and various wellness resources.

Benefits

Savings Discounts

Free Online Classes

Cycle to Work Scheme

Eyecare support vouchers

28 days annual leave

Qualifications

• Fluency in English is essential.
• Confidence in handling customer conversations.
• Experience in customer service or call centers preferred.

Responsibilities

• Answer inbound calls with enthusiasm to assist customers.
• Follow dispute processes to ensure customer satisfaction.
• Handle objections while ensuring customer account security.
• Support personal banking inquiries including transfers and digital banking.
• Problem-solving for customers in financial difficulty.
• Deliver support in line with regulatory requirements.
• Record customer complaints and resolve at first contact.

Skills

Professional telephone manner

Excellent verbal communication skills

Active listening and empathy

Problem-solving ability

Confident decision making

Experience handling vulnerable customers

Attention to detail

Numeracy skills

Job description

CUSTOMER SERVICE SPECIALIST - OFFICE BASED IN GLASGOW

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

Here is all you need to know

• Start Date: December 2025
• Salary: £12.50 per hour, (extra £1p/h between 9pm - 11pm)
• Job Type: Full Time - Permanent
• Working Hours: 40 hours per week (including training)

Operational hours after 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.

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 intelligent 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 able to think logically when making decisions
• Solution Orientation - having a forward thinking mindset focused on resolving challenges
• Entrepreneurship - taking ownership, 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
• Savings Discounts / Podcast / Wellbeing Resources / 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)

Disclaimer

Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through our official channels – UK phone number, text or Teleperformance or talent.icims email address. If you receive any suspicious communications claiming to be from Teleperformance, please disregard them and report the incident to our team. Your security is our priority.

Disclaimer

Please note, only candidates who meet specific language proficiency scores will be able to proceed on this campaign, this supersedes any other pass mark you may receive. Where you pass the assessment but not the above requirements we will endeavour to find other suitable roles for you however this may not be possible, in this instance we reserve the right to reject your application.

If you're interested in joining us, APPLY TODAY to create your application and our recruitment team will be in touch with you within 48 hours, but please feel free to get in touch if you want to chat with our team sooner.