Customer Service Representative Lloyds Banking Group Disputes

OFFICE BASED IN GLASGOW

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

OFFICE BASED IN GLASGOW

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

• 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.

• 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

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

• 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
• 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 them with all aspects of personal banking: bank transfers, direct debits and digital banking support
• Help customers who may be going through financial difficulty and debit card support
• Promote channels such as Internet Banking and ensure customers are aware and have access to the bank’s complete range of services
• Problem‑solve – take ownership of each query and ensure resolution, making a real positive difference for customers
• Ensure customers are supported in accordance with all regulatory requirements protecting them
• Record all customer complaints in line with policy and resolve at first touch where possible, delivering an efficient outcome
• React fast under busy conditions and handle a wide variety of customers with excellent time management
• Work with vulnerable customers, helping to resolve complex cases
• Follow banking processes and 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 support, financial advice, 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‑…