[UK]
CUSTOMER SERVICE SPECIALIST – OFFICE BASED IN GLASGOW
Teleperformance is a fast-paced contact centre employer who works alongside a number of house-hold known clients to deliver world class customer service.
We have a fantastic opportunity for inbound customer service specialist for our Fraud Team on the Lloyds Banking Division campaign.
Here is all you need to know…
* Start Date: August 2025
* Salary: £13.50 per hour, (extra £1p/h between 9pm – 11pm)
* Job Type: Full Time – Permanent
* Working Hours: 40 hours per week (including training)
* Operational hours after training - We require full flexibility between 10.00 - 23.00 Monday - Sunday
* Training: 2 weeks based in Glasgow, City Park.
* Training hours 09:00am – 18:00pm Monday – Friday
* Joining the team: First 3-months working on-site in Glasgow, then opportunity to choose on-site or at-home working whichever suits you best dependent on performance. Please note that this is following successful completion of all probation requirements.
Who we are looking for…
* A professional, polite and courteous telephone manner
* Ability to deliver excellent service with outgoing nature
* Excellent verbal communication skills, with fluency in English essential
* A good listener who can convey empathy, patience and understanding
* Confident and proactive to deal with difficult situations and conversations
* Confident in having customer conversations
* High levels of accuracy and attention to detail
* Confident in working independently
* Confident in making complex decisions
* Self-motivated and able to affectively problem solve
* Interpersonal skills
* Be driven to work towards achievable targets
* Excellent numeracy skills
* Experience in working with vulnerable customers
* Ability to educate our customers on how to protect themselves against Fraud
* Previous banking/ financial services experience is highly desired
* Previous call centre/ customer service experience is essential
What will my role involve…?
* Answer inbound calls with enthusiasm and a desire to help out customers at the first point of contact
* Raising scam and fraud cases for online and telephony banking across the Lloyds Banking Group portfolio
* Objection handling whilst ensuring the customer that we are here to help them and keep their account secure
* Investigation of pending payments with the aim to approve where there are no concerns of fraudulent activity, or scams
* Supporting and providing a positive experience for all our customers by helping them with all aspects of their personal banking, for example: bank transfers, direct debits, and digital banking support
* Helping customers that may be going through financial difficulty and debit card support
* Promoting channels such as Internet Banking and ensuring that all customers are aware and have access to the Bank’s complete range of services
* Problem solving - taking ownership of each and every query and ensuring these are resolved, making a real positive difference for our customers
* Ensure that all customers are supported in accordance with all regulatory requirements which aim to protect our customers
* Ensure all customer complaints are recorded in line with policy and where possible resolved at first touch, delivering an efficient outcome for the customer
* Ability to react fast when the day gets busy and handle a wide variety of different customers – excellent time management
* Work with vulnerable customers, and helping to resolve complex cases
* Confident in following banking processes and being able to clearly explain these to our customer
Here are our key benefits…
1. Perks at Work – Savings Discounts / Free Online Classes
2. Help@Hand - Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, Legal Advice
3. Critical Illness – up to £10,000
4. Cycle to Work Scheme
5. Eyecare support voucher
6. Holiday Purchase Scheme
7. Length of Service Awards
8. W