Customer Experience Agent – Curve

Lloyds Banking Group

. Respond to customer enquiries through email, live chat, social media and telephone channels .

Posted 9/15/2026full-timeBristol • United KingdomMid-LevelSenior💰 £26,200 - £27,530 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service within the financial products sector, with a strong focus on payment processing, digital wallets, and effective communication. Capable of analyzing customer feedback to drive process improvements and enhance the overall customer experience.

Highest-signal resume keywords

Customer Service ExperiencePayment Processing KnowledgeProblem-Solving SkillsCRM Systems ProficiencyDigital Wallet Support Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Payment ProcessingTransaction Lifecycle KnowledgeFraud InvestigationChargeback ManagementCustomer Journey AnalysisProcess Improvement AnalysisDigital Wallet Products SupportAccount ServicingTicketing SystemsCase Management Systems

Soft Skills

Strong Communication SkillsAdaptabilityAccountabilityCollaborative ApproachSound Judgement

Industry Keywords

Financial ProductsCustomer ExperienceCustomer FeedbackOperational ChangesEnquiry Response

About the role

Key responsibilities & impact

Respond to customer enquiries through email, live chat, social media and telephone channels
Investigate customer issues and work with specialist teams to find solutions
Support customers with product and account queries across the full Curve ecosystem
Identify ways to improve the overall customer experience
Share customer feedback with relevant teams to improve products, services and processes
Keep up to date with new product features, policies and operational changes
Contribute to a collaborative team environment and support colleagues when needed
Complete a minimum of one scheduled on-call shift each week, supporting customers who contact the company by phone
Attend hub locations occasionally for collaboration, training, team events and other business needs

Requirements

What you’ll need

Knowledge of payment processing, card schemes, transaction lifecycles, payment investigations, disputes, chargebacks, fraud, or related payment operations
Strong customer service experience, ideally with exposure and understanding of financial products
Accountability, sound judgement and strong problem-solving skills
Adaptability in a fast-moving environment
Strong communication skills and understanding of customer needs
Confidence using multiple systems, including ticketing/CRM systems
Ability to manage different priorities effectively
Collaborative approach and willingness to share knowledge with colleagues
Experience supporting customers with digital wallet products and understanding customer journeys across card payments, digital wallets, account servicing, transaction queries and payment declines
Experience using CRM, ticketing or case management systems
Experience analysing customer feedback and identifying process improvements
Ability to work full time, 35 hours per week
Candidates should be within a commutable distance of Bristol, Glasgow, Leeds or Birmingham

Benefits

Comp & perks

22 days' holiday, plus bank holidays
A discretionary annual performance-related bonus
Generous pension contribution
Private healthcare options
Wellbeing support and benefits
Colleague discounts and lifestyle benefits
Access to learning, development and career opportunities across Lloyds Banking Group
Flexible working options, including flexibility in when hours are worked, hybrid working, job share and reduced hours