Join to apply for the Customer Service Representative – Lloyds Banking Group (Fraud) – Glasgow role at TP.
Teleperformance is a fast‑paced contact centre employer that works alongside household‑known clients to deliver world‑class customer service.
Customer Service Specialist – Office Based in Glasgow
We have a fantastic opportunity for an inbound customer service specialist for our Fraud Team on the Lloyds Banking Group campaign.
* Start Date: 19th January 2026
* Salary: £26,000 per annum (extra £1p/h for any hours worked between 9pm – 11pm)
* Job Type: Full Time – Permanent
* Working Hours: 40 hours per week (including training)
* Operational hours after training – full flexibility between 10.00 – 23.00 Monday – Sunday
* Training: 2 weeks based in Glasgow, City Park. Training hours 09:00 – 17:30 Monday – Friday
* Joining the team: First 3‑months working on‑site in Glasgow, then option to work on‑site or at‑home depending on performance after successful completion of all probation requirements.
Please note that successful applicants for this role will be invited to interview and you must be able to evidence minimum 1 year customer service experience at interview.
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 our customers on how to protect themselves against fraud
* Previous banking/financial services experience highly desired
* Previous call‑centre/customer service experience essential
What will my role involve
* Answer inbound calls with enthusiasm and a desire to help customers at the first point of contact
* Raise scam and fraud cases for online and telephony banking across the Lloyds Banking Group portfolio
* Handle objections while ensuring customers that we are here to help them and keep their account secure
* Investigate pending payments with the aim to approve where there are no concerns of fraudulent activity or scams
* Support and provide a positive experience for all customers by helping with all aspects of personal banking: bank transfers, direct debits, and digital banking support
* Help customers who may be experiencing financial difficulty and provide debit card support
* Promote channels such as Internet Banking and ensure all customers are aware of and have access to the bank’s complete range of services
* Problem‑solve – take ownership of each query and ensure it is resolved, making a real positive difference for customers
* Ensure all customers are supported in accordance with all regulatory requirements that aim to protect them
* Ensure all customer complaints are recorded in line with policy and, where possible, resolved at first touch to deliver an efficient outcome
* React quickly when the day gets busy and handle a wide variety of customers – excellent time management
* 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 – aim to do things well and always strive to improve work
* Collaboration – enjoy working with others and as a team player
* Communication – speak and write clearly with confidence
* Emotional Intelligence – empathetic, kind, and good with others
* Open‑Mindedness – open to different ways of thinking and new ideas
* Critical Thinking – make logical decisions
* Solution Orientation – forward‑thinking, focused on resolving challenges
* Entrepreneurship – take ownership, embrace new tasks, develop self‑driven mindset
Here are our key benefits
* Perks at Work – Savings discounts / Free online classes
* Help@Hand – savings discounts, podcasts, wellbeing resources, webinars, access to GP’s, 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 – for the best of the best
* Refer‑A‑Friend – earns up to £1,200 for you
* Monthly wellbeing webinars
* Dedicated Employee Experience Progress – support your journey with TP
* 28 days annual leave (inclusive of bank holidays), increasing with length of service
* Discounted bus travel in Glasgow (First Bus)
Disclaimer
Teleperformance will never contact you about anything other than your application through our official channels – UK phone number, text, or 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.
Please note that 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. Where you pass the assessment but not the above requirements, we will endeavour to find other suitable roles for you; however, 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 with you within 48 hours. Feel free to get in touch if you want to chat with our team sooner.
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