Customer Service Representative

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. Whether you're looking to enhance your skills or take the next step in your career, we’ll support your journey every step of the way. In our fast-paced call centre, your ability to adapt quickly while delivering exceptional customer service will be key to your success.

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 - don’t worry, full training will be provided to ensure you are a Tesco Bank product expert

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, enjoy a 10% discount that increase to 15% every payday (worth up to 2K), 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.