Customer Service Representative - Lloyds Banking Group; Disputes

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 for our Disputes Team on the Lloyds Banking Division campaign.

• Start date:
  
  February 2026
• Salary: £26,000 per annum (enhanced rate applies between 9 pm – 11 pm)
• 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 – Sunday
• Training: 2 weeks at City Park, Glasgow; training hours 09:00 am – 18:00 pm, Monday – Friday
• Joining the team:
  First 3 months on‑site in Glasgow, then option to work at‑home or on‑site based on performance

• Professional, polite and courteous telephone manner
• Excellent verbal communication skills; fluency in English essential
• Good listening skills; empathetic, patient and understanding
• Confident and proactive in dealing with difficult situations and conversations
• High levels of accuracy and attention to detail
• Independent, self‑motivated and able to problem‑solve effectively
• Experience working with vulnerable customers (highly desired)
• Previous banking/financial services experience is highly desired
• Previous call centre/customer service experience is essential
• Excellent numeracy skills

• Process Excellence – continuous improvement mindset
• Collaboration – team player and enjoys working with others
• Communication – clear and confident speaking and writing
• Emotional Intelligence – empathetic, kind and good with others
• Open‑mindnedness – adaptable and willing to learn
• Critical thinking – logical decision making
• Solution Orientation – focused on resolving challenges
• Entrepreneurship – self‑driven, ownership of tasks and new challenges

• Answer inbound calls with enthusiasm and a desire to help customers at the first point of contact
• Follow dispute processes to ensure customer satisfaction
• Handle objections to keep customers satisfied and secure
• Support customers with all aspects personal banking (transfers, direct debits, digital banking)
• Assist customers in financial difficulty and debit‑card support
• Promote Internet Banking and ensure customers know how to use all available services
• Resolve queries and ensure a positive difference for customers
• Support customers in accordance with regulatory requirements
• Record complaints and aim to resolve them at first touch
• Manage high‑volume periods with excellent time management
• Work with vulnerable customers on complex cases
• Follow banking processes and explain them clearly to customers

• Perks at Work – savings discounts, free online classes
• Help@Hand – wellbeing resources, podcasts, webinars, GP and mental health support
• 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 – up to £1,200
• Monthly wellbeing webinars
• Dedicated employee experience progress – support throughout the journey
• 28 days annual leave (inclusive of bank holidays), increasing with length of service
• Discounted bus travel in Glasgow (First Bus)

Teleperformance will never contact you about anything other than your application through our official channels. If you receive suspicious communications claiming to be from Teleperformance, disregard them and report the incident to our team. Your security is our priority.

Please note, only candidates who meet specific language proficiency scores will be able to proceed on this campaign. 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. Feel free to get in touch if you want to chat with our team sooner.