Customer Service Representative Lloyds Banking Group Disputes (Glasgow)

Glasgow Full-Time No home office possible

CUSTOMER SERVICE REPRESENTATIVE

OFFICE BASED IN GLASGOW

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

We have a fantastic opportunity for inbound customer service specialist for our Disputes Team on the Lloyds Banking Division campaign.

Here is all you need to know

Start Date: March 2026
Salary: 26,000 per annum (enhanced rate applies between 9pm 11pm)
Job Type: Full Time Permanent
Working Hours: 40 hours per week (including 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 intellignt 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 abl to think logically when making decisions
Solution Orientation – having a forward thinking mindset focused on resolving challenges
Entrepreneurship – taking owenership, 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 Banks 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