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 Personal Banking Lloyds Banking Division campaign.
Start Date: October/November 2025
Salary: £12.21 per hour
Job Type: Full Time - Permanent
Working Hours: 40 hours per week (including training)
Shift and Training
* Operational hours after training - full flexibility between 08:00 - 22:00, Monday to Sunday
* Training: 2 weeks based in Glasgow, City Park
* Training hours: 09:00am - 18:00pm, Monday - Friday
* Joining the team: First 3 months on-site in Glasgow, then option to choose on-site or at-home working 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, 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 effectively problem solve
* Interpersonal skills
* Driven to work towards achievable targets
* Excellent numeracy skills
* Previous banking/financial experience is highly desired but not essential
* Previous call centre/customer service experience is essential
Values we look for you to have
* Process Excellence - Doing things well means something to you and you will always strive to improve on your work.
* Collaboration - You enjoy working with others and you like working as a team player.
* Communication - You can speak and write clearly and in a confident manner.
* Emotional Intelligence - You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
* Open-Mindedness - You are able to be open to different ways of thinking and new ideas.
* Critical Thinking - You are able to think logically when making decisions.
* Solution Orientation - Having a forward thinking mindset focused on resolving challenges.
* Entrepreneurship - Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset.
What will my role involve?
* Answer inbound calls with enthusiasm and a desire to help out customers at the first point of contact
* Support and provide a positive experience for all customers by helping them with personal banking tasks (e.g., bank transfers, direct debits, and digital banking support)
* Help customers going through financial difficulty and provide debit card support
* Promote channels such as Internet Banking and ensure customers have access to the Bank\'s full range of services
* Problem solving - take ownership of each query and ensure it is resolved, delivering a positive difference for customers
* Ensure all customers are supported in accordance with regulatory requirements
* Record and resolve customer complaints at first touch where possible
* Adapt to busy days and handle a wide variety of customers with strong time management
* Follow banking processes and explain them to customers
Benefits
* Perks at Work - Savings Discounts / Free Online Classes
* Savings Discounts / Podcast / Wellbeing Resources / Webinars / Access to GP, Mental Health Support, 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 earns up to £1,200
* Monthly Wellbeing Webinars
* Dedicated Employee Experience Progress
* 28 days annual leave (inclusive of bank holidays), increasing with length of service
* Discounted Bus Travel in Glasgow
* No peak rail fares
Disclaimer
Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through our official channels. If you receive any suspicious communications claiming to be from Teleperformance, please disregard them and report the incident. Your security is our priority.
Please note, only candidates who meet specific language proficiency scores will be able to proceed on this campaign. This supersedes any other pass mark you may receive. Where you pass the assessment but do not meet the above requirements we will endeavour to find other suitable roles; however, this may not be possible and we reserve the right to reject your application.
If you\'re interested in joining us, APPLY TODAY to create your application and our recruitment team will be in touch within 48 hours. Feel free to contact our team sooner if you want to chat.
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