Job Description

OverviewCUSTOMER SERVICE SPECIALIST xe2x80x93 OFFICE BASED IN GLASGOWTeleperformance 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 knowxe2x80xa6

• Start Date: June 2025
• Salary: xc2xa313.50 per hour, (extra xc2xa31p/h between 9pm xe2x80x93 11pm)
• Job Type: Full Time xe2x80x93 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 xe2x80x93 18:00pm Monday xe2x80x93 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 forxe2x80xa6

• 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 involvexe2x80xa6?

• 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 Bankxe2x80x99s 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 xe2x80x93 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 benefitsxe2x80xa6

• Perks at Work xe2x80x93 Savings Discounts / Free Online Classes
• Help@Hand - Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GPxe2x80x99s, Mental Health Support, Financial Advice, Legal Advice
• Critical Illness xe2x80x93 up to xc2xa310,000
• Cycle to Work Scheme
• Eyecare support voucher
• Holiday Purchase Scheme
• Length of Service Awards
• Workplace Pension
• Monthly Inspire Awards xe2x80x93 For the best of the best
• Refer-A-Friend earns up to xc2xa31,200 for you
• Monthly Wellbeing Webinars
• Dedicated Employee Experience Progress xe2x80x93 Here to support TP journey
• 28 day annual leave (inclusive of bank holidays), increasing with length of service
• Discounted Bus Travel in Glasgow (First Bus)

If youxe2x80x99re interested in joining us, APPLY TODAY to create your application and our recruitment team will be in touch with you within 48 hours, but please feel free to get in touch if you want to chat with our team sooner.

Teleperformance