Overview
CUSTOMER SERVICE SPECIALIST – OFFICE BASED IN GLASGOW. Teleperformance is a fast-paced contact centre employer working with household-name clients to deliver world class customer service. We have a fantastic opportunity for an inbound customer service specialist for our Personal Banking Lloyds Banking Division campaign.
Role details: Start date October 2025; Salary £12.21 per hour; Full Time – Permanent; 40 hours per week (including training); operational hours after training 08:00–22:00, Monday to Sunday; training 2 weeks based in Glasgow, City Park (9:00–18:00, Mon–Fri).
Joining the team: First 3 months on-site in Glasgow, then option to work on-site or from home depending on performance.
Responsibilities
* Answer inbound calls with enthusiasm and a desire to help customers at first contact
* Support and provide a positive experience for customers with personal banking needs (bank transfers, direct debits, digital banking support)
* Assist customers in financial difficulty and with debit card support
* Promote channels such as Internet Banking and ensure customers have access to the Bank’s services
* Problem solve, take ownership of queries, and resolve them to make a positive difference
* Ensure customer interactions comply with regulatory requirements
* Record and resolve customer complaints at first touch where possible
* Adapt quickly to busy days and handle a variety of customers with strong time management
* Follow banking processes and explain them to customers
Who we are looking for
* Professional, polite and courteous telephone manner
* Excellent verbal communication skills in English
* Good listening, empathy, patience, and understanding
* Confident and proactive in handling difficult conversations
* Independent worker with high accuracy and attention to detail
* Strong decision-making and problem solving
* Self-motivated with a proactive approach
* Interpersonal skills and ability to work towards targets
* Excellent numeracy skills
* Previous banking/financial experience is highly desired but not essential
* Previous call centre/customer service experience is essential
Values
* Process Excellence
* Collaboration
* Communication
* Emotional Intelligence
* Open-Mindedness
* Critical Thinking
* Solution Orientation
* Entrepreneurship
What your role will involve
* Answer inbound calls with enthusiasm and provide first-contact solutions
* Support customers with personal banking tasks (transfers, direct debits, digital banking)
* Assist customers facing financial difficulty and with debit card issues
* Promote Internet Banking and full range of banking services
* Take ownership of queries and resolve them efficiently
* Follow regulatory requirements and document customer interactions
* Handle customer complaints effectively and efficiently
* Maintain flexibility to manage busy periods and time management
* Explain banking processes clearly to customers
Benefits
* Perks at Work – Savings Discounts / Free Online Classes
* Help@Hand – Savings Discounts / Resources / Webinars / Access to GP, Mental Health, Financial and Legal Advice
* Critical Illness – up to £10,000
* Cycle to Work Scheme
* Eyecare support voucher
* 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 progress support
* 28 days annual leave (inclusive of bank holidays), increasing with length of service
* Discounted bus travel in Glasgow
Disclaimer
Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through official channels. If you receive suspicious communications, disregard them and report the incident. Your security is our priority.
Please note: language proficiency scores may be required for this campaign; if you pass the assessment but do not meet language requirements, we may seek other suitable roles or reserve the right to reject your application.
If you’re interested in joining us, apply today and our recruitment team will be in touch within 48 hours.
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