CUSTOMER SERVICE SPECIALIST – OFFICE BASED IN GLASGOW Teleperformance is a fast-paced contact centre employer who works alongside a number of house-hold known clients to deliver world class customer service. We have a fantastic opportunity for inbound customer service specialist for our Disputes Team on the Lloyds Banking Division campaign. Here is all you need to know…Start Date: June 2025Salary: £13.50 per hour, (extra £1p/h between 9pm – 11pm)Job Type: Full Time – Permanent Working Hours: 40 hours per week (including training) Operational hours after training - We require full flexibility between 07:00 - 23.00 Monday - SundayTraining: 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 mannerAbility to deliver excellent service with outgoing nature Excellent verbal communication skills, with fluency in English essentialA 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 detailConfident in working independentlyConfident in making complex decisionsSelf-motivated and able to affectively problem solveInterpersonal skillsBe driven to work towards achievable targetsExcellent numeracy skills Experience in working with vulnerable customersPrevious 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 out customers at the first point of contactFollow Dispute processes to ensure customer satisfaction Objection handling whilst ensuring the customer that we are here to help them and keep their account secureSupporting 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 supportHelping customers that may be going through financial difficulty and debit card supportPromoting channels such as Internet Banking and ensuring that all customers are aware and have access to the Bank’s complete range of servicesProblem solving - taking ownership of each and every query and ensuring these are resolved, making a real positive difference for our customersEnsure 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 customerAbility 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 casesConfident in following banking processes and being able to clearly explain these to our customer Here are our key benefits… Perks at Work – Savings Discounts / Free Online ClassesHelp@Hand - Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, Legal AdviceCritical Illness – up to £10,000Cycle to Work SchemeEyecare support voucherHoliday Purchase SchemeLength of Service AwardsWorkplace PensionMonthly Inspire Awards – For the best of the bestRefer-A-Friend earns up to £1,200 for youMonthly Wellbeing WebinarsDedicated E