Overview
Job Title: Customer Service Representative
Location: Glasgow
Department: BAR - CS - Credit Card New Hire - BW1
Business Area: CS - Banking Customer Service (Banking Customer Contact - BW1)
Working time: Full-Time
Date Published: 08-09-2025
Salary: You’ll start on a salary between £23,600 to £25,000, increasing to about £26,500 ~ 6 months after joining
Working hours: 36 hours per week; 1pm to 9pm Mon – Fri, following an initial 3-week training period
Office attendance: On-site during probation; then hybrid model (attend the office 2 days per week)
We’re looking for a Customer Service Representative to join our Credit Cards team at Tesco Bank, part of Barclays Bank UK Plc. Your team handles customer enquiries via inbound calls, covering purchasing queries and more complex questions about interest rates. You’ll also help customers explore our digital channels for self-service options and address and resolve customer complaints where applicable.
You’ll be part of an energetic, cooperative environment focused on professional growth. Through our Career Pathways programme, there are clear opportunities to advance, including the option to progress from a Credit Cards role into a Fraud Specialist position. In a fast-paced call centre, your ability to adapt quickly while delivering exceptional customer service will be key to your success.
Responsibilities
* Use listening and relationship-building skills to provide outstanding customer service
* Efficiently manage high call volumes while maintaining a consistently positive and engaging customer experience
* Engage with customers across channels; predominantly inbound calls, with occasional outbound calls
* Take full ownership of customer cases, guiding them from initial contact to resolution
* Use judgement to resolve queries and access relevant tools as needed
* Listen to customers’ personal circumstances to understand requirements and provide personalised solutions
* Accurately document interactions, issues, and resolutions within our systems
* Educate customers on the full range of products and services; full training provided to ensure Tesco Bank product expertise
What you’ll need
* Customer service experience, ideally in a call centre, or transferable skills from retail, hospitality, or other customer-facing roles
* Strong communication and active listening skills with empathy, resilience, and the ability to handle complex interactions
* Confidence using technology including Microsoft Office and multiple systems in a fast-paced environment
* Understanding of living our values: customer focus, respectful treatment, and helping others; these values shape our culture
Nice to have
* Genuine passion for delivering outstanding customer experiences
* Experience in financial services or regulated environments
* Ability to work effectively in a fast-paced, target-driven environment
Where you will be working
You’ll start with on-site training, move into our graduate bay, then transition to your team as an office-based colleague. Once you reach full competency, you can apply for remote working under our ‘Moments that Matter’ model, allowing you to work from home while attending key office events.
What’s in it for you
* Retirement preparation with our colleague pension scheme
* Private Medical Insurance (WL2+) and virtual GP service
* Performance-related annual bonus
* Generous holiday allowance (minimum 7.2 weeks) with option to buy more
* Colleague Clubcard benefits (discounts; cards available to share)
* Family-oriented initiatives, including enhanced maternity leave pay, shared parental leave, and generous paid paternity leave
* Ongoing learning opportunities and training to help you achieve your career goals
Everyone’s welcome
Tesco Bank is committed to inclusion and celebrating diversity. We strive to create a welcoming workplace where everyone can bring their whole self to work.
How to apply
We value our people and diverse teams. If you’re interested in a career at Tesco Bank, click apply to find out more. Our colleagues work in a hybrid model, with time for in-person meetings and development activities.
Why Tesco Bank?
We care about customers and people alike, offering wellbeing support, training, and development to help you build the career you want. We foster an inclusive environment where everyone can thrive.
Lovely.
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