End Date & Flexible Working
End Date: Saturday 17 October 2026. Salary Range £26,200 - £27,530. We support flexible working – click here for more information on flexible working options. Flexible Working Options: Flexibility in when hours are worked, Hybrid Working, Job Share, Reduced Hours.
Job Description Summary
Curve, recently acquired by Lloyds Banking Group, is combining fintech innovation with the scale and strength of one of the UK's leading financial services organisations. As part of this exciting growth journey, we're recruiting for a number of Customer Experience Agents to help deliver exceptional support to Curve customers while shaping the future of its products and services. This is an opportunity to join a fast-paced, customer-focused environment where you'll support customers across a range of channels, solve problems, contribute ideas for improvement, and play a key role in delivering outstanding customer experiences. Employment for this role will be with Lloyds Banking Group, giving you access to the development opportunities, benefits and support available across the Group.
Salary and Contract
- Salary: £26,200 – £27,530 (per annum)
- Contract type: Permanent (Full time)
- Hours: 35 hours per week
- Working pattern: Remote-First
- Location: Remote – candidates should be within a commutable distance to one of the following locations: Bristol, Glasgow, Leeds or Birmingham
- Minimum of one scheduled on-call shift each week.
What you’ll be doing
- Responding to customer enquiries through email, live chat, social media and telephone channels.
- Investigating customer issues and working with specialist teams to find solutions.
- Supporting customers with product and account queries across the full Curve ecosystem.
- Identifying ways of improving the overall customer experience, and sharing customer feedback to relevant teams to help improve products, services and processes.
- Keeping up to date with new product features, policies and operational changes.
- Contributing to a collaborative team environment and supporting colleagues when needed.
What you’ll need
- Payments Knowledge & Investigation Skills – Knowledge of payment processing, card schemes, transaction lifecycles, payment investigations, disputes, chargebacks, fraud, or related payment operations. You'll be comfortable investigating customer issues, identifying root causes and delivering clear, accurate solutions.
- Customer Service – Strong customer service experience delivering high-quality customer support, ideally with exposure and understanding of financial products.
- Accountability, Problem Solving & Resolution – Taking ownership of customer enquiries, using sound judgement and strong problem-solving skills to investigate issues, resolve customer concerns and deliver positive outcomes.
- Adaptability – Adjusting your approach, priorities and ways of working as customer needs, products and processes evolve. In a fast-moving environment, you'll embrace change and remain focused on delivering a great customer experience.
- Customer Centricity & Communication – Strong communication skills and understanding of customer needs, with the ability to deliver personalised support, adapting your communication style to provide clear and effective service through whichever channel customers choose.
- Digital Literacy & Effective working – Confidence using multiple systems (including ticketing/ CRM systems) and managing different priorities effectively.
- Collaboration – A collaborative approach and willingness to share knowledge with colleagues.
- And any experience of this would be really useful Payments, Digital Wallets & Financial Services Experience – Experience supporting customers with digital wallet products, with an understanding of customer journeys across card payments, digital wallets, account servicing, transaction queries, payment declines and related customer support activities. Experience using CRM, ticketing or case management systems. Experience analysing customer feedback and identifying process improvements.
Benefits
- 22 days' holiday, plus bank holidays
- A discretionary annual performance-related bonus.
- Generous pension contribution.
- Private healthcare options.
- Wellbeing support and benefits.
- Colleague discounts and lifestyle benefits.
- Access to learning, development and career opportunities across Lloyds Banking Group.
About Curve
Curve recently became part of Lloyds Banking Group, creating a unique opportunity to combine fintech innovation with the strength and reach of one of the UK's leading financial services organisations. As the Group accelerates towards its 2030 ambitions, Curve represents an exciting opportunity to help transform how millions of customers manage and move their money. While you'll work as part of the Curve business, employment for this role will be with Lloyds Banking Group, giving you access to the development opportunities, benefits and support available across the Group.
Additional Information
We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. We’re focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.
With 320 years under our belt, we’re used to change, and today is no different. Join us and help drive this change, shaping the future of finance whilst working at pace to deliver for our customers. Here, you’ll do the best work of your career. Your impact will be amplified by our scale as you learn and develop, gaining skills for the future.
Should you wish to contact us for any reason, please email us at: careers@lloydsbanking.com
For more Flexible Working Options please use the free text search, e.g. job sharing, variable hours, to identify relevant matches.
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Customer Experience Agent (Curve) in Glasgow employer: Lloyds Bank plc
Lloyds Banking Group is an exceptional employer, offering a dynamic work environment in Cardiff that fosters professional growth and collaboration. With a competitive salary package, generous benefits including a robust pension scheme and flexible working options, employees are empowered to thrive both personally and professionally. The company prioritises inclusivity and well-being, ensuring that all team members can achieve their full potential while making a meaningful impact in the SME banking sector.
