Customer Service Specialist – Lloyds Banking Group (Personal Banking) – 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 Personal Banking line of business 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: flexible between 08:00 – 22:00, Monday – Sunday. Training: 2 weeks based in Glasgow, City Park. Training hours: 09:00 – 18:00, Monday – Friday.
Responsibilities
* Answer inbound calls with enthusiasm and a desire to help customers at the first point of contact.
* Support and provide a positive experience for all customers by helping with personal banking tasks (e.g., bank transfers, direct debits, digital banking support).
* Assist customers in financial difficulty and with debit card support as needed.
* Promote channels such as Internet Banking and ensure customers are aware of the Bank’s full range of services.
* Take ownership of queries, problem-solve, and resolve issues to deliver a positive customer outcome.
* Adhere to regulatory requirements and record customer complaints where applicable, resolving at first touch where possible.
* Manage busy periods and handle a wide variety of customers with excellent time management.
* Follow banking processes and explain them clearly to customers.
Qualifications & Skills
* Professional, polite, and courteous telephone manner.
* Ability to deliver excellent service with an outgoing nature.
* Excellent verbal English communication skills.
* Active listening with empathy, patience, and understanding.
* Confidence in handling difficult conversations and making complex decisions.
* High accuracy and attention to detail; able to work independently.
* Self-motivated with strong problem-solving abilities.
* Interpersonal skills and a drive to achieve targets.
* Excellent numeracy skills.
* Previous banking/financial experience is highly desirable but not essential.
* Previous call centre or customer service experience is essential.
Values
* Process Excellence – a commitment to doing things well and improving work.
* Collaboration – teamwork and collective success.
* Communication – clear and confident spoken and written communication.
* Emotional Intelligence – empathy, kindness, and respect for others.
* Open-Mindedness – openness to different ideas and approaches.
* Critical Thinking – logical decision-making.
* Solution Orientation – forward-thinking with a focus on resolving challenges.
* Entrepreneurship – ownership, self-motivation, and readiness to take on new tasks.
What the role involves
* Answer inbound calls with enthusiasm and a customer-first approach.
* Support customers across personal banking tasks (transfers, direct debits, digital banking).
* Assist customers in financial difficulty and with debit card issues.
* Encourage use of Internet Banking and full range of services.
* Own queries from start to resolution, delivering positive outcomes.
* Ensure regulatory compliance and accurate record-keeping for complaints.
* Demonstrate adaptability in busy periods with effective time management.
* Explain banking processes clearly to customers.
Benefits
* Perks at Work – savings discounts and free online classes.
* Help@Hand – savings discounts, wellbeing resources, financial and legal advice, and more.
* Critical Illness cover – up to £10,000.
* Cycle to Work scheme.
* Eyecare support voucher.
* Holiday Purchase Scheme.
* Length of Service Awards and Workplace Pension.
* Monthly Inspire Awards and Refer-A-Friend rewards.
* Monthly wellbeing webinars and dedicated employee experience progress support.
* 28 days annual leave (including 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, disregard and report them. Your security is our priority.
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 the language requirements, we may find other 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.
#J-18808-Ljbffr