[UK] 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 Fraud Team on the Lloyds Banking Division campaign. Here is all you need to know… * Start Date: June 2025 * Salary: £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 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 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 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 affectively problem solve * Interpersonal skills * Be driven to work towards achievable targets * Excellent numeracy skills * Experience in working with vulnerable customers * Ability to educate our customers on how to protect themselves against Fraud * 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 out customers at the first point of contact * Raising scam and fraud cases for online and telephony banking across the Lloyds Banking Group portfolio * Objection handling whilst ensuring the customer that we are here to help them and keep their account secure * Investigation of pending payments with the aim to approve where there are no concerns of fraudulent activity, or scams * 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 customer Here are our key benefits… 1. Perks at Work – Savings Discounts / Free Online Classes 2. Help@Hand - Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, Legal Advice 3. Critical Illness – up to £10,000 4. Cycle to Work Scheme 5. Eyecare support voucher 6. Holiday Purchase Scheme 7. Length of Service Awards 8. Workplace Pension 9.