Customer Service Representative Lloyds Banking Group Disputes

Job Description

CUSTOMER SERVICE EXPERT

OFFICE BASED IN GLASGOW

Teleperformance is a fast-paced contact centre employer who works alongside a number of house-hold 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.

Here is all you need to know

• Start Date:
  
  24
  August 2026 and 21 September 2026
• Salary: £27,081.60 (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.

You will be invited to a short interview should your application be successful at the inital stage.

Your CV must demonstrated 1 year telephony experience in handling inbound telephone calls - please ensure you upload your CV when requested at the time of your application.

Who we are looking for

• 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

Values we look for you to have...

• Process Excellence - doing things well means something to you and you will always strive to improve on your work
• Collaboration - you enjoy working with others and you like working as a team player
• Communication - You can speak and write clearly and in a confident manner
• Emotional Intelligence - You possess the ability to be emotionally intellignt meaning you are able to empathise, be kind and be good with others.
• Open-mindedness - you possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
• Critical thinking - you are abl to think logically when making decisions
• Solution Orientation - having a forward thinking mindset focused on resolving challenges
• Entrepreneurship - taking owenership, not being afraid to take on new tasks, develop and have a self-driven mindset.

What will my role involve?

• 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
• Objection handling whilst ensuring the customer that we are here to help them and keep their account secure
• Supporting and providing a positive experience for all our customers by helping them with all aspects of their personal banking, for example: bank transfers, direct debits, and digital banking support
• Helping customers that may be going through financial difficulty and debit card support
• Promoting channels such as Internet Banking and ensuring that all customers are aware and have access to the Banks complete range of services
• Problem solving - taking ownership of each and every query and ensuring these are resolved, making a real positive difference for our customers
• Ensure that all customers are supported in accordance with all regulatory requirements which aim to protect our customers
• Ensure all customer complaints are recorded in line with policy and where possible resolved at first touch, delivering an efficient outcome for the customer
• Ability to react fast when the day gets busy and handle a wide variety of different customers excellent time management
• Work with vulnerable customers, and helping to resolve complex cases
• Confident in following banking processes and being able to clearly explain these to our customer

Here are our key benefits

• Perks at Work Savings Discounts / Free Online Classes
• Help@Hand
  - Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GPs, 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-Friend earns up to £1,200 for you
• Monthly Wellbeing Webinars
• Dedicated Employee Experience Progress Here to support TP journey
• 28 day annual leave (inclusive of bank holidays), increasing with length of service
• Discounted Bus Travel in Glasgow (First Bus)

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