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 inbound customer service specialists for our Personal Banking line of business Lloyds Banking Division campaign.
Details
* Start Date: October/November 2025
* Salary: £12.21 per hour
* Job Type: Full Time - Permanent
* Working Hours: 40 hours per week (including training)
* Operational hours after training: We require full flexibility between 08:00 – 22:00, Monday to Sunday
* Training: 2 weeks based in Glasgow, City Park
* Training hours: 09:00–18:00, Monday – Friday
* Joining the team: First 3 months on-site in Glasgow with option to choose on-site or at-home working depending on performance
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
* Driven to work towards achievable targets
* Excellent numeracy skills
* Previous banking/financial experience is highly desired but not essential
* Previous call centre/customer service experience is essential
Values we look for
* Process Excellence - Doing things well matters and you strive to improve your work.
* Collaboration - You enjoy working with others and as part of a team.
* Communication - You can speak and write clearly and confidently.
* Emotional Intelligence - You empathise, are kind and good with others.
* Open-Mindedness - You are open to different ways of thinking and new ideas.
* Critical Thinking - You think logically when making decisions.
* Solution Orientation - You have a forward-thinking mindset focused on resolving challenges.
* Entrepreneurship - You take ownership, are self-driven and willing to take on new tasks.
What will my role involve?
* 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 experiencing financial difficulty and with debit card support
* Promote channels such as Internet Banking and ensure customers have access to the Bank's full range of services
* Problem solving — take ownership of queries and resolve them, delivering a positive difference for customers
* Ensure all customers are supported in line with regulatory requirements to protect them
* Record complaints and resolve at first touch where possible, delivering an efficient outcome
* Ability to stay responsive when the day is busy and manage time effectively with a wide variety of customers
* Confident in following banking processes and explaining them to customers
Benefits
* Perks at Work — Savings Discounts / Free Online Classes
* Savings Discounts / Podcast / Wellbeing resources / Webinars / Access to GP, Mental Health, Financial and Legal Advice
* Critical Illness cover 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 the Teleperformance journey
* 28 days annual leave (inclusive of bank holidays), increasing with length of service
* Discounted bus travel in Glasgow (First Bus)
* No peak rail fares – travel is more affordable at all times
Disclaimers
Disclaimer Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through our official channels (UK phone number, text, Teleperformance or talent.icims email address). If you receive any suspicious communications claiming to be from Teleperformance, please disregard them and report the incident to our team. Your security is our priority.
Disclaimer Please note, only candidates who meet specific language proficiency scores will be able to proceed on this campaign. This supersedes any other pass mark you may receive. If you pass the assessment but do not meet the language requirement, we will endeavour to place you in other suitable roles where possible; however, this may not be possible and we reserve the right to reject your application.
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