Job Description
CUSTOMER SERVICE SPECIALIST – OFFICE BASED IN GLASGOW
Teleperformance is a fast-paced contact centre employer working alongside well-known clients to deliver world-class customer service.
We have a fantastic opportunity for an inbound customer service specialist in our Fraud Team on the Lloyds Banking Division campaign.
All you need to know…
* Start Date: June 2025
* Salary: £13.50 per hour, with an extra £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 10.00 - 23.00, Monday - Sunday
* Training: 2 weeks based in Glasgow, City Park
* Training hours: 09:00am – 18:00pm, Monday – Friday
* Joining the team: First 3 months working on-site in Glasgow, then opportunity for flexible on-site or at-home working 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
* Ability to educate customers on fraud prevention
* Previous banking/financial services experience is highly desired
* Previous call centre/customer service experience is essential
Role responsibilities…
* Answer inbound calls enthusiastically, aiming to assist customers at first contact
* Raise scam and fraud cases for online and telephony banking within Lloyds Banking Group
* Handle objections while reassuring customers and maintaining security
* Investigate pending payments to approve or flag concerns of fraud or scams
* Support customers with personal banking needs, including transfers, direct debits, and digital banking
* Assist customers facing financial difficulties and provide debit card support
* Promote banking channels like Internet Banking and ensure customer awareness of services
* Take ownership of queries, resolving them efficiently to make a positive impact
* Follow regulatory requirements to protect customers
* Record and resolve complaints promptly, aiming for first-contact resolution
* Manage time effectively during busy periods and handle diverse customer needs
* Support vulnerable customers and resolve complex cases
* Follow banking processes clearly and explain them to customers
Benefits include…
* Perks at Work – Discounts and free online classes
* Help@Hand – Discounts, podcasts, wellbeing resources, webinars, 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
If interested, APPLY TODAY. Our recruitment team will contact you within 48 hours, but feel free to reach out sooner if you'd like to chat.
#J-18808-Ljbffr