Customer Service Representative Lloyds Banking Group Disputes

About the role

Teleperformance is a fast‑paced contact centre employer working with well‑known household clients to deliver world‑class customer service. This role is for an inbound customer service specialist in our Disputes Team on the Lloyds Banking Division campaign, based in Glasgow.

Key details

• Start date: 22 June 2026
• Salary: £27,081.60 (enhanced rate applies between 9 pm – 11 pm)
• Job type: Full time – Permanent
• Hours: 40 h per week (including training); operational hours after training are 07:00 – 23:00, Monday – Sunday
• Training: 2 weeks in Glasgow, City Park; training hours 09:00 – 18:00 Monday – Friday
• On‑site work for first 3 months in Glasgow; thereafter you may choose on‑site or at‑home working based on performance

Responsibilities

• 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 customers feel supported and their accounts remain secure.
• Provide positive experiences across personal banking, including bank transfers, direct debits and digital banking support.
• Assist customers who may be experiencing financial difficulty and provide debit card support.
• Promote channels such as Internet Banking and encourage customers to use the bank’s full range of services.
• Problem‑solve: own each query and ensure resolution, making a real positive difference for our customers.
• Support customers in accordance with regulatory requirements designed to protect them.
• Record all complaints in line with policy and, where possible, resolve at first touch, delivering efficient outcomes.
• React promptly when volume increases and manage a wide variety of customers – excellent time‑management required.
• Work with vulnerable customers and help resolve complex cases.
• Follow banking processes and clearly explain them to customers.

Qualifications & skills

• Professional, polite and courteous telephone manner.
• Outgoing nature and ability to deliver excellent service.
• Excellent verbal communication skills; fluency in English essential.
• Good listener who can convey empathy, patience and understanding.
• Confident and proactive in dealing with difficult situations and conversations.
• High accuracy and attention to detail.
• Ability to work independently and make complex decisions.
• Self‑motivated and able to affective problem‑solve.
• Interpersonal skills; driven to work towards achievable targets.
• Excellent numeracy skills.
• Experience with vulnerable customers.
• Previous banking / financial services experience highly desired.
• Previous call‑centre / customer service experience essential.

Values we seek

• Process excellence – strive to improve work continuously.
• 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 – approach work with curiosity.
• Critical thinking – think logically when making decisions.
• Solution orientation – forward‑thinking mindset focused on resolving challenges.
• Entrepreneurship – take ownership, embrace new tasks, develop and drive yourself.

Benefits

• Perks at Work – savings discounts, free online classes.
• Help@Hand – savings discounts, podcast, wellbeing resources, webinars, access to GP’s, mental health support, financial and legal advice.
• Critical illness coverage 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.
• Refer‑A‑Friend – up to £1,200.
• Monthly wellbeing webinars.
• Dedicated Employee Experience Progress – support throughout journey.
• 28‑day annual leave (incl. bank holidays), increasing with length of service.
• Discounted bus travel in Glasgow (First Bus).

Disclaimer

Teleperformance will never contact you about anything other than your application through our official channels – UK phone number, text or Teleperformance or talent.icims email address. Disregard and report any suspicious communications.

Please note that only candidates who meet specific language proficiency scores will proceed on this campaign. If you pass the assessment but not the above requirements we reserve the right to reject your application.

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