Overview
Customer Service Specialist – Office based in Glasgow. Teleperformance is a fast-paced contact centre employer working with household-known clients to deliver world-class customer service. This role is for inbound customer service for the Personal Banking line of Lloyds Banking Division campaign.
Start date: October 2025. Salary: £12.21 per hour. Job Type: Full Time – Permanent. Working hours: 40 hours per week (including training). Operational hours after training: 08:00 – 22:00, Monday – Sunday. Training: 2 weeks based in Glasgow, City Park (09:00 – 18:00, 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.
Responsibilities
* Answer inbound calls with enthusiasm and a desire to help customers at first contact
* Support customers with personal banking needs (e.g., bank transfers, direct debits, and digital banking support)
* Assist customers facing financial difficulty and with debit card support
* Promote Internet Banking and ensure customers have access to the bank’s full range of services
* Take ownership of queries, problem solve, and resolve to deliver a positive customer outcome
* Operate in line with regulatory requirements to protect customers
* Record and, where possible, resolve customer complaints at first touch
* Manage time effectively to handle a diverse customer base
* Follow banking processes and explain them to customers
What we are looking for
* Professional, polite and courteous telephone manner
* Outgoing nature with ability to deliver excellent service
* Excellent verbal communication skills; fluency in English essential
* Good listening skills with empathy, patience and understanding
* Confident and proactive in difficult conversations
* Ability to work independently with high accuracy and attention to detail
* Self-motivated with effective problem-solving abilities
* Strong interpersonal skills and drive to achieve 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 the role involves
* Answer inbound calls with enthusiasm and help customers at first contact
* Assist customers with personal banking (transfers, direct debits, digital banking)
* Support customers in financial difficulty and with debit card issues
* Promote and enable access to online banking services
* Take ownership of queries and ensure timely resolutions
* Comply with regulatory requirements to protect customers
* Record and resolve complaints at first touch where possible
* Respond quickly to busy periods and manage a variety of customers
* Explain banking processes clearly to customers
Benefits
* Perks at Work – Savings Discounts / Free Online Classes
* Help@Hand – Savings Discounts / Wellbeing resources / 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
* Refer-A-Friend – up to £1,200
* Monthly Wellbeing Webinars
* Dedicated Employee Experience Progress
* 28 days annual leave (incl. bank holidays), increasing with service
* Discounted bus travel in Glasgow
Disclaimers
Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through official channels (UK phone number, text, Teleperformance or talent.icims email address). If you receive suspicious communications, disregard and report them. Your security is our priority.
Note: Some language proficiency requirements apply for this campaign. If you pass the assessment but do not meet language scores, we may attempt to place you in other suitable roles where possible; otherwise we reserve the right to reject your application.
If you’re interested in joining us, APPLY TODAY and our recruitment team will contact you within 48 hours, or reach out earlier if you wish to chat with our team.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Other
Industries
* Technology, Information and Internet
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