Job Description
CUSTOMER SERVICE SPECIALIST – OFFICE BASED IN GLASGOW
Teleperformance is a fast-paced contact centre employer working with well-known clients to deliver world-class customer service.
We have an exciting opportunity for an inbound customer service specialist in our Disputes Team on the Lloyds Banking Division campaign.
Here is all you need to know…
* Start Date: June 2025
* Salary: £13.50 per hour, with an additional £1 per hour between 9pm – 11pm
* Job Type: Full Time – Permanent
* Working Hours: 40 hours per week (including training)
* Operational hours after training: Full flexibility between 07:00 - 23:00, Monday - Sunday
* Training: 2 weeks based in Glasgow, City Park
* Training hours: 09:00 am – 18:00 pm, Monday – Friday
* Joining the team: First 3 months on-site in Glasgow, with the possibility to choose on-site or remote work based 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; fluency in English is essential
* A good listener who can convey empathy, patience, and understanding
* Confident and proactive in handling difficult situations and conversations
* High levels of accuracy and attention to detail
* Ability to work independently
* Confidence in making complex decisions
* Self-motivated with effective problem-solving skills
* Strong interpersonal skills
* Driven to achieve targets
* Excellent numeracy skills
* Experience working with vulnerable customers
* Previous banking/financial services experience is highly desirable
* Previous call centre/customer service experience is essential
What will my role involve…?
* Answering inbound calls with enthusiasm and a desire to help customers at first contact
* Following dispute processes to ensure customer satisfaction
* Handling objections while reassuring customers and maintaining account security
* Supporting customers with personal banking queries such as transfers, direct debits, and digital banking
* Assisting customers facing financial difficulties and with debit card support
* Promoting digital channels like Internet Banking and informing customers of available services
* Taking ownership of queries and resolving issues to make a positive difference
* Ensuring compliance with regulatory requirements to protect customers
* Recording and resolving customer complaints efficiently, ideally at first contact
* Managing time effectively to handle a variety of customer needs during busy periods
* Working with vulnerable customers and resolving complex cases
* Following banking processes and explaining them clearly to customers
Here are our key benefits…
* Perks at Work – Discounts and free online classes
* Help@Hand – Discounts, wellbeing resources, webinars, and access to GPs, mental health, financial, and legal advice
* Critical Illness cover up to £10,000
* Cycle to Work Scheme
* Eyecare vouchers
* Holiday Purchase Scheme
* Length of Service Awards
* Workplace Pension
* Monthly Inspire Awards
* Refer-A-Friend scheme earning up to £1,200
* Monthly Wellbeing Webinars
* Dedicated Employee Experience support
* 28 days annual leave (including bank holidays), increasing with service
* Discounted bus travel in Glasgow (First Bus)
If you're interested, APPLY TODAY to submit your application. Our recruitment team will contact you within 48 hours. Feel free to reach out sooner if you'd like to chat with us.
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