Customer Service Representative
Yorkshire Building Society Glasgow, United Kingdom
Serving our customers, communities, and planet a little better every day.
Salary: You'll start on a salary between £23,600 to £25,000, this will increase to £26,500 approx 6 months post joining (Q2, 2026)
Working hours: Full time, 36 hours per week. 1pm to 9pm Mon - Fri, following an initial 3 - week training period.
Office attendance: You will be office-based during your probation period. Following this, you will follow our hybrid working model, attending the office 2 days per week.
A career that works for you. We're looking for a Customer Service Representative to our Credit Cards team at Tesco Bank, part of Barclays Bank UK Plc. Your team handle customer enquiries via inbound calls, covering everything from purchasing queries to addressing more complex questions about interest rates. Alongside managing incoming calls, you'll play a pivotal role in encouraging customers to explore our digital channels for self-service options. Part of your accountabilities may involve addressing and resolving customer complaints.
We pride ourselves on maintaining an energetic and cooperative environment where professional growth and development are at the heart of what we do. Through our Career Pathways programme, we offer clear opportunities to advance, including the chance to progress from a Credit Cards role into a Fraud Specialist position.
What you'll be doing
* Using your excellent listening and relationship-building skills to provide an outstanding customer service
* Efficiently managing high call volumes whilst ensuring a consistently positive and engaging customer experience
* Engaging with customers across diverse communication channels, predominantly you will be working inbound calls but may be required to conduct outbound calls occasionally
* Taking full ownership of the customers, you assist, guiding them from initial call all the way though to resolution
* Using your own judgement to effectively handle and resolve customer queries, and where needed access relevant tools for support
* Listening to customers personal circumstances to understand their requirements and provide personalised solutions
* Accurately documenting customer interactions, issues, and resolutions within our systems
* Educating customers on the full range of products and services we offer when additional information is requested by the customer
We need you to have
* Customer service experience, ideally within a call centre, but we also value transferable skills from retail, hospitality, or other customer-facing environments
* Strong communication and active listening skills with the ability to demonstrate empathy, remain resilient, and handle complex customer interactions effectively
* Confidence using technology including Microsoft Office and multiple systems simultaneously in a fast-paced environment
* An understanding of the importance of living our values every day-where no one tries harder for customers, we treat people how they want to be treated, and we believe every little help can make a big difference.
And if you have any of these, even better
* A genuine passion for delivering outstanding customer experiences and finding the best outcome for every customer
* Experience wording in financial services or a regulated environment
* The ability to work effectively in a fast-paced, target-driven environment
We don't expect you to tick every box, and if you feel you hit most of the brief, it's worth exploring to further develop your career here with us.
What's in it for you
* Prepare for your retirement with our colleague pension scheme.
* Private Medical Insurance and virtual GP Service 365 days a year.
* Performance related annual bonus.
* Indulge in a generous holiday allowance with a minimum of 7.2 weeks.
* Embrace the benefits of our Colleague Clubcard. Enjoy a 10% discount that increase to 15% every payday.
* Benefit from our family-oriented initiatives, encompassing enhanced maternity leave pay, a shared parental leave policy, and a generous paid paternity leave.
* A place to get on - take advantage of our ongoing learning opportunities and training, to help you achieve the job and career you want.
Everyone's welcome. We want all our colleagues to always feel welcome and be themselves at Tesco Bank, part of Barclays Bank UK Plc.
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