Overview
CUSTOMER SERVICE SPECIALIST OFFICE BASED IN GLASGOW. Teleperformance is a fast-paced contact centre employer who works alongside a number of household-known clients to deliver world class customer service. We have a fantastic opportunity for an inbound customer service specialist for our Fraud Team on the Lloyds Banking Division campaign.
Start Date: February 2026
Salary: Salary dependent on experience and up to £28,500 with OTE of £29,500
Job Type: Full Time Permanent
Working Hours: 40 hours per week (including training)
Operational hours after training: full flexibility between 10:00 and 23:00, Monday to Sunday
Training: 2 weeks based in Glasgow, City Park. Training hours 09:00–18:00, Monday to Friday
Joining the team: First 3 months working on-site in Glasgow, then option to choose on-site or at-home working dependent on performance following successful completion of probation requirements
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
* Be driven to work towards achievable targets
* Excellent numeracy skills
* Experience in working with vulnerable customers
* Ability to educate customers on how to protect themselves against fraud
* Previous banking/financial services experience is highly desired
* Previous call centre/customer service experience is essential
What will my role involve?
* Answer inbound calls with enthusiasm and a desire to help customers at first point of contact
* Raising scam and fraud cases for online and telephony banking across the Lloyds Banking Group portfolio
* Objection handling while ensuring the customer that we are here to help them and keep their account secure
* Investigation of pending payments with the aim to approve where there are no concerns of fraudulent activity or scams
* Supporting and providing a positive experience for all customers by helping with personal banking matters (e.g., bank transfers, direct debits, digital banking support)
* Helping customers who may be going through financial difficulty and providing debit card support
* Promoting channels such as Internet Banking and ensuring customers have access to the bank’s full range of services
* Problem solving – taking ownership of each query and ensuring it is resolved, delivering a positive outcome
* Ensuring compliance with regulatory requirements to protect customers
* Recording and resolving customer complaints at first touch where possible
* Ability to stay organized and manage time effectively during busy periods
* Work with vulnerable customers and help resolve complex cases
* Follow banking processes and clearly explain them to customers
Values we look for you to have
* Process Excellence - doing things well and seeking improvement
* Collaboration - team player who works well with others
* Communication - clear spoken and written communication
* Emotional Intelligence - empathic, kind, and respectful interactions
* Open-Mindedness - openness to different ideas and approaches
* Critical Thinking - logical decision making
* Solution Orientation - forward-thinking mindset focused on resolving challenges
* Entrepreneurship - ownership, willingness to take on new tasks, self-driven
Here are our key benefits
* Perks at Work – Savings Discounts / Free Online Classes
* Help@Hand – Savings Discounts / Podcast / Wellbeing Resources / Webinars / Access to GPs, Mental Health Support, Financial Advice, 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 – support for Teleperformance journey
* 28 day 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 our official channels. If you receive suspicious communications claiming to be from Teleperformance, disregard them and report the incident. Your security is our priority.
Disclaimer
Please note, only candidates who meet specific language proficiency scores will be able to proceed on this campaign. If you pass the assessment but do not meet language requirements, we will endeavour to find other suitable roles, but this may not be possible. 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. You may also contact our team sooner if you wish.
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