Overview
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 Disputes Team on the Lloyds Banking Division campaign.
Here is all you need to know…
1. Start Date: June 2025
2. Salary: £13.50 per hour, (extra £1p/h between 9pm – 11pm)
3. Job Type: Full Time – Permanent
4. Working Hours: 40 hours per week (including training)
5. Operational hours after training - We require full flexibility between 07:00 - 23.00 Monday - Sunday
6. Training: 2 weeks based in Glasgow, City Park.
7. Training hours 09:00am – 18:00pm Monday – Friday
8. 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.
Who we are looking for…
9. A professional, polite and courteous telephone manner
10. Ability to deliver excellent service with outgoing nature
11. Excellent verbal communication skills, with fluency in English essential
12. A good listener who can convey empathy, patience and understanding
13. Confident and proactive to deal with difficult situations and conversations
14. Confident in having customer conversations
15. High levels of accuracy and attention to detail
16. Confident in working independently
17. Confident in making complex decisions
18. Self-motivated and able to affectively problem solve
19. Interpersonal skills
20. Be driven to work towards achievable targets
21. Excellent numeracy skills
22. Experience in working with vulnerable customers
23. Previous banking/ financial services experience is highly desired
24. Previous call centre/ customer service experience is essential
What will my role involve…?
25. Answer inbound calls with enthusiasm and a desire to help out customers at the first point of contact
26. Follow Dispute processes to ensure customer satisfaction
27. Objection handling whilst ensuring the customer that we are here to help them and keep their account secure
28. 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
29. Helping customers that may be going through financial difficulty and debit card support
30. Promoting channels such as Internet Banking and ensuring that all customers are aware and have access to the Bank’s complete range of services
31. Problem solving - taking ownership of each and every query and ensuring these are resolved, making a real positive difference for our customers
32. Ensure that all customers are supported in accordance with all regulatory requirements which aim to protect our customers
33. Ensure all customer complaints are recorded in line with policy and where possible resolved at first touch, delivering an efficient outcome for the customer
34. Ability to react fast when the day gets busy and handle a wide variety of different customers – excellent time management
35. Work with vulnerable customers, and helping to resolve complex cases
36. Confident in following banking processes and being able to clearly explain these to our customer
Here are our key benefits…
37. Perks at Work – Savings Discounts / Free Online Classes
38. - Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, Legal Advice
39. Critical Illness – up to £10,000
40. Cycle to Work Scheme
41. Eyecare support voucher
42. Holiday Purchase Scheme
43. Length of Service Awards
44. Workplace Pension
45. Monthly Inspire Awards – For the best of the best
46. Refer-A-Friend earns up to £1,200 for you
47. Monthly Wellbeing Webinars
48. Dedicated Employee Experience Progress – Here to support TP journey
49. 28 day annual leave (inclusive of bank holidays), increasing with length of service
50. Discounted Bus Travel in Glasgow (First Bus)
If you’re interested in joining us, APPLY TODAY to create your application and our recruitment team will be in touch with you within 48 hours, but please feel free to get in touch if you want to chat with our team sooner.