Job Description
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 an inbound customer service specialist for our Disputes Team on the Lloyds Banking Division campaign.
Here is all you need to know…
1. Start Date: June 2025
2. Salary: £13.50 per hour, (extra £1p/h between 9pm – 11pm)
3. Job Type: Full Time – Permanent
4. Working Hours: 40 hours per week (including training)
Operational hours after training - We require full flexibility between 07:00 - 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 to choose on-site or at-home working whichever suits you best dependent 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.
* Experience in working with vulnerable customers.
* Previous banking/financial services experience is highly desired.
* Previous call centre/customer service experience is essential.
What will my role involve…?
* Answer inbound calls with enthusiasm and a desire to help customers at the first point of contact.
* Follow Dispute processes to ensure customer satisfaction.
* Objection handling whilst ensuring the customer that we are here to help them and keep their account secure.
* Supporting and providing a positive experience for all our customers by helping them with all aspects of their personal banking, for example: bank transfers, direct debits, and digital banking support.
* Helping customers that may be going through financial difficulty and debit card support.
* Promoting channels such as Internet Banking and ensuring that all customers are aware and have access to the Bank’s complete range of services.
* Problem solving - taking ownership of each and every query and ensuring these are resolved, making a real positive difference for our customers.
* Ensure that all customers are supported in accordance with all regulatory requirements which aim to protect our customers.
* Ensure all customer complaints are recorded in line with policy and where possible resolved at first touch, delivering an efficient outcome for the customer.
* Ability to react fast when the day gets busy and handle a wide variety of different customers – excellent time management.
* Work with vulnerable customers, and helping to resolve complex cases.
* Confident in following banking processes and being able to clearly explain these to our customers.
Here are our key benefits…
* Perks at Work – Savings Discounts / Free Online Classes.
* Help@Hand - Savings Discounts / Podcast / 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.
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