Customer Service Representative

General information

Job Title:
Customer Service Representative (Technical)

Ref #:
9404

Location:
Glasgow

Department:
BAR - CS - Cust Assessment Account Opening

Business Area:
CS - Banking Customer Service (Customer Assessment)

Working time:
Full-Time

Date Published:

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 in April 2026.

Working hours: Full time, 36 hours per week

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 Account Opening team at Tesco Bank, part of Barclays Bank UK Plc. You'll be trained in Credit Underwriting, giving you the skills to assess customers' creditworthiness. You will be reviewing customer loan and credit card applications, using a variety of tools and making judgmental lending decisions, whilst adhering to our credit risk guidance and thresholds.

We pride ourselves on maintaining an energetic and collaborative environment, fostering professional growth and development. Your ability to adapt quickly and efficiently to the demands of a busy operation, while ensuring exceptional customer service, will be key to your success.

What you'll be doing

• Effectively managing your case load whilst delivering a consistently positive customer experience
• Using a wide range of resources and tools to reach a risk-based decision
• Communicating with Tesco Bank customers across several platforms, including inbound and outbound calls, emails, and letters
• Using your excellent listening and relationship-building skills to provide an outstanding customer service
• Applying your own judgement to resolve customer queries appropriately

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. These values shape our culture, and all colleagues are measured on their commitment to them

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.

Where you will be working

You'll begin with on-site training, moving into our graduate bay before transitioning 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, such as team meetings and development sessions.

What's in it for you

• Prepare for your retirement with our colleague pension scheme.
• Private Medical Insurance (WL2+) 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, with the opportunity to buy more.
• Embrace the benefits of our Colleague Clubcard (until March Enjoy a 10% discount that increase to 15% every payday. As an added perk, we'll give you a second card to share with someone else.
• 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.  We're committed to building a more inclusive workplace and celebrating everything that makes colleagues unique, and value the richness and diversity this brings to our business. A more diverse business helps us deliver on our purpose to serve our customers, communities, and planet a little better every day.

How to apply

We value our people and diverse teams and believe the variety of backgrounds and experiences make us stronger to achieve our goals.

Our colleagues are working hybrid, taking time to meet with colleagues in our offices for moments that matter, such as team catch ups, planning meetings and more. If you're interested in finding out more about what a career at Tesco Bank looks like, click apply to find out more

Why Tesco Bank?

Whether we're helping our customers or looking after our people, you'll find there's a warmth and friendliness to everything we do.

It means we put your wellbeing first and give you bags of support, training and development, so you can build the career that's right for you. It's about looking after each other with the same care that we give to our customers.

We've created an environment where everyone feels included, accepted and welcome. Which means you can bring your whole self to work every day and totally thrive at the same time.

Lovely.

Say hello to life in Tesco Bank.