Customer Experience Agent; Curve

End Date:
Saturday 17 October 2026. Salary Range £26,200 - £27,530. We support flexible working –  for more information on flexible working options. Flexible Working Options:
Flexibility in when hours are worked, Hybrid Working, Job Share, Reduced Hours.

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: £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.

• 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.

• Payments Knowledge & Investigation Skills – Knowledge of payment processing, card schemes, transaction life cycles, 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…