Customer Service Representative - Lloyds Banking Group; Disputes

Customer Service Representative - Lloyds Banking Group (Disputes) (Glasgow)

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Teleperformance is a fast‑paced contact centre employer that works alongside a number of household 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 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 – 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.

• A professional, polite and courteous telephone manner
• Ability to deliver excellent service with an 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

• Process Excellence – doing things well and always striving to improve work
• Collaboration – enjoy working with others and being a team player
• Communication – speak and write clearly and confidently
• Emotional Intelligence – empathise, be kind and good with others
• Open‑mindedness – ability to empathise and support others
• Critical thinking – think logically when making decisions
• Solution Orientation – forward‑thinking mindset focused on resolving challenges
• Entrepreneurship – take ownership, not afraid to take on new tasks, develop and be self‑driven

• 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 whilst ensuring the customer that we are here to help them and keep their account secure
• Support and provide a positive experience for all customers by helping with all aspects of personal banking (e.g., bank transfers, direct debits, digital banking support)
• Help customers that may be going through financial difficulty and debit card support
• Promote channels such as Internet Banking and ensure all customers are aware and have access to the bank’s complete range of services
• Problem‑solve – take ownership of each query and ensure it is resolved, making a real positive difference for customers
• Ensure all customers are supported in accordance with all regulatory requirements that protect customers
• Ensure all complaints are recorded in line with policy and, where possible, resolved at first touch, delivering an efficient outcome
• React quickly when the day gets busy and handle a wide variety of customers with excellent time‑management
• Work with vulnerable customers and help resolve complex cases
• Confident in following banking processes and be able to explain them clearly to customers

• Perks at Work Savings Discounts / Free Online Classes
• Help@Hand – Savings Discounts / Podcast / Wellbeing Resources / Webinars / Access to GP, Mental Health, Financial and Legal Advice
• 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 earns up to £1,200
• Mont…