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 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 on-site in Glasgow, then option to work remotely or on-site 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 conveys empathy, patience, and understanding
• Confident and proactive in handling difficult situations
• High 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 is essential

Role responsibilities include…

• Answering inbound calls with enthusiasm and a desire to assist customers
• Following dispute processes to ensure customer satisfaction
• Handling objections, assuring customers, and maintaining account security
• Supporting customers with banking services such as transfers, direct debits, and digital banking
• Assisting customers experiencing financial difficulties and with debit card support
• Promoting banking channels like Internet Banking and ensuring customers are aware of services
• Taking ownership of queries and resolving them effectively
• Ensuring compliance with regulatory requirements
• Recording and resolving customer complaints efficiently
• Managing time effectively during busy periods
• Working with vulnerable customers and resolving complex cases
• Explaining banking processes clearly to customers

Our key benefits include…

• Perks at Work: Discounts, free online classes
• Help@Hand: Discounts, wellbeing resources, webinars, access to GP, mental health, financial, and legal advice
• Critical Illness Cover: up to £10,000
• Cycle to Work Scheme
• Eyecare vouchers
• 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'd like to chat with our team.