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 a fantastic 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 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 07:00 - 23:00, Monday to Sunday
* Training: 2 weeks based in Glasgow, City Park
* Training hours: 09:00am – 18:00pm, Monday – Friday
* Joining the team: First 3 months on-site in Glasgow, with the option to work remotely afterward 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 conveys empathy, patience, and understanding
* Confident and proactive in handling difficult situations and conversations
* High accuracy and attention to detail
* Ability to work independently
* Confidence in making complex decisions
* Self-motivated with effective problem-solving skills
* Strong interpersonal skills
* Motivated to achieve targets
* Excellent numeracy skills
* Experience 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 first contact
* Follow dispute processes to ensure customer satisfaction
* Handle objections while reassuring customers and maintaining account security
* Support customers with personal banking queries such as transfers, direct debits, and digital banking
* Assist customers experiencing financial difficulties and with debit card support
* Promote banking channels like Internet Banking and ensure customers are aware of all services
* Take ownership of queries, resolving issues to make a positive difference
* Adhere to regulatory requirements to protect customers
* Record and resolve complaints efficiently at first contact where possible
* Manage time effectively, handling a variety of customer cases
* Work with vulnerable customers and resolve complex cases
* Follow banking processes and explain these clearly to customers
Here are our key benefits…
* Perks at Work – Discounts, 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 Support Voucher
* Holiday Purchase Scheme
* Length of Service Awards
* Workplace Pension
* Monthly Inspire Awards
* Refer-A-Friend Bonus – 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. Our recruitment team will contact you within 48 hours, or feel free to reach out sooner to chat with our team.
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