Overview
Customer Service Specialist – Office based in Glasgow. Teleperformance is a fast-paced contact centre employer that works with household-name clients to deliver world class customer service. We have a fantastic opportunity for inbound customer service for our Personal Banking Lloyds Banking Division campaign.
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 assisting with personal banking needs (e.g., bank transfers, direct debits, and digital banking support).
* Assist customers who may be experiencing financial difficulty and provide debit card support.
* 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 ensure issues are resolved to make a positive difference for customers.
* Ensure customer interactions comply with regulatory requirements that protect customers.
* Record customer complaints in line with policy and resolve at first touch where possible, delivering an efficient outcome.
* Adapt quickly when volume is high and manage a wide variety of customers with effective time management.
* Follow banking processes and explain them clearly to customers.
What 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.
* A good listener who can convey empathy, patience and understanding.
* Confident and proactive in handling difficult conversations and situations.
* Strong accuracy and attention to detail.
* Ability to work independently and make complex decisions.
* Self-motivated with effective problem-solving skills.
* Interpersonal skills and a drive to meet achievable 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
* Handle inbound calls with enthusiasm and help customers with personal banking needs at first contact.
* Assist customers with bank transfers, direct debits, and digital banking support while promoting available channels.
* Support customers in financial difficulty and with debit card assistance.
* Resolve queries by taking ownership and delivering positive outcomes in line with policy.
* Support customers in accordance with regulatory requirements protecting their interests.
* Record and resolve customer complaints at first touch where possible.
* Demonstrate flexibility to manage busy periods and maintain effective time management.
* Explain banking processes clearly to customers.
Benefits
* Perks at Work – Savings Discounts / Free Online Classes
* Help@Hand – Savings Discounts / Wellness 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
* Monthly Inspire Awards
* Refer-A-Friend up to £1,200
* Monthly Wellbeing Webinars
* Annual leave of 28 days (including bank holidays), increasing with length of service
* Discounted Bus Travel in Glasgow
Important notices
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, disregard them and report the incident to our team. Your security is our priority.
Note: Only candidates meeting specific language proficiency scores will proceed on this campaign. Where you pass the assessment but do not meet language requirements we may offer alternative roles where possible, but this is not guaranteed. If you’re interested in joining us, apply today and our recruitment team will contact you within 48 hours.
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