[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 Disputes Team on the Lloyds Banking Division campaign.
Here is all you need to know
* Start Date: September2025
* 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 07:00 - 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.
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
* Previous banking/ financial services experience is highly desired
* 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 intellignt meaning you are able to empathise, be kind and be good with others.
* Open-mindedness - you possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
* Critical thinking - you are abl to think logically when making decisions
* Solution Orientation - having a forward thinking mindset focused on resolving challenges
* Entrepreneurship - taking owenership, not being afraid to take on new tasks, develop and have a self-driven mindset.
What will my role involve?
1. Answer inbound calls with enthusiasm and a desire to help out customers at the first point of contact
2. Follow Dispute processes to ensure customer satisfaction
3. Objection handling whilst ensuring the customer that we are here to help them and keep their account secure
4. 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
5. Helping customers that may be going through financial difficulty and debit card support
6. Promoting channels such as Internet Banking and ensuring that all customers are aware and have access to the Banks complete range of services
7. Problem solving - taking ownership of each and every query and ensuring these are resolved, making a real positive difference for our customers
8. Ensure that all customers are supported in accordance with all regulatory requirements which aim to protect our customers
9. Ensure all customer complaints are recorded in line with policy and where possible resolved at first touch, delivering an efficient outcome for the customer
10. Ability to react fast when the day gets busy and handle a wide variety of different customers excellent time management
11. Work with vulnerable customers, and helping to resolve complex cases
12. Confident in following banking pro