Customer Service Representative Lloyds Banking Group Disputes

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: 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 Bank’s 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 ...