Hybrid Banking Disputes Advisor — Customer Care Mastery

TP Group; Glasgow; Hybrid; GBP 23,000 - 31,000; Full time

Benefits offered by this job

Cycle to Work Scheme

Eyecare support voucher

Holiday Purchase Scheme

Workplace Pension

Monthly Inspire Awards

Job summary

Teleperformance in Glasgow is seeking a Customer Service Expert for the Lloyds Banking Division disputes team. The role is office-based with initial on-site training in Glasgow and full-time hours across 40 per week.

You'll handle inbound calls, follow dispute processes, and assist customers with banking queries while providing empathetic, accurate support. Training is in Glasgow, with a move to on-site or home-working based on performance.

Responsibilities

• 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

Job description

Teleperformance in Glasgow is seeking a Customer Service Expert for the Lloyds Banking Division disputes team. The role is office-based with initial on-site training in Glasgow and full-time hours across 40 per week.

You'll handle inbound calls, follow dispute processes, and assist customers with banking queries while providing empathetic, accurate support. Training is in Glasgow, with a move to on-site or home-working based on performance.