CUSTOMER SERVICE SPECIALIST OFFICE BASED IN GLASGOW
Teleperformance is a fast-paced contact centre employer working alongside well-known clients to deliver world-class customer service.
We have a fantastic opportunity for an inbound customer service specialist in our Disputes Team on the Lloyds Banking Division campaign.
Here is all you need to know
* Start Date: June 2025
* Salary: £13.50 per hour (additional £1 per hour between 9pm-11pm)
* Job Type: Full Time Permanent
* Working Hours: 40 hours per week (including training)
* Operational hours after training: Flexibility required between 07:00 - 23:00, Monday to Sunday
* Training: 2 weeks based in Glasgow, City Park, from 09:00 to 18:00, Monday to Friday
* Post-training: First 3 months on-site in Glasgow, with potential to choose on-site or remote work based on performance
Who we are looking for
* A professional, polite, and courteous telephone manner
* Ability to deliver excellent service with an outgoing nature
* Excellent verbal communication skills; fluency in English is essential
* A good listener who conveys empathy, patience, and understanding
* Confidence and proactivity in handling difficult situations and conversations
* High accuracy and attention to detail
* Ability to work independently
* Confidence in making complex decisions
* Self-motivated with effective problem-solving skills
* Strong interpersonal skills
* Motivated to achieve targets
* Excellent numeracy skills
* Experience working with vulnerable customers
* Previous banking/financial services experience is highly desired
* Previous call centre/customer service experience is essential
Role responsibilities
* Answer inbound calls enthusiastically, aiming to assist customers at first contact
* Follow dispute processes to ensure customer satisfaction
* Handle objections, assuring customers of our support and security
* Support customers with personal banking issues, such as transfers, direct debits, and digital banking
* Assist customers experiencing financial difficulties and with debit card support
* Promote channels like Internet Banking and ensure customers are aware of all banking services
* Take ownership of queries, resolving issues to make a positive difference
* Support customers in accordance with regulatory requirements
* Record and resolve complaints efficiently, aiming for first-touch resolution
* Manage time effectively in busy periods, handling a variety of customer needs
* Work with vulnerable customers and resolve complex cases
* Explain banking processes clearly to customers
Key benefits
* Perks at Work Savings Discounts / Free Online Classes
* Help@Hand: Savings discounts, wellbeing resources, webinars, access to GPs, mental health, financial, and legal advice
* Critical Illness cover up to £10,000
* Cycle to Work Scheme
* Eyecare vouchers
* Holiday Purchase Scheme
* Length of Service Awards
* Workplace Pension
* Monthly Inspire Awards
* Refer-A-Friend bonus up to £1,200
* Monthly Wellbeing Webinars
* Dedicated Employee Experience support
* 28 days annual leave (including bank holidays), increasing with service
* Discounted bus travel in Glasgow (First Bus)
If you're interested, APPLY TODAY to start your application. Our recruitment team will contact you within 48 hours. Feel free to reach out sooner if you'd like to chat with our team.
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