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- Tasks: Handle inbound calls, assist customers with fraud issues, and provide banking support.
- Company: Join Teleperformance, a leading contact centre known for exceptional customer service.
- Benefits: Enjoy perks like remote work options, discounts, wellbeing resources, and 28 days annual leave.
- Why this job: Make a real difference by helping customers while developing your skills in a supportive environment.
- Qualifications: Previous customer service experience is essential; banking experience is a plus.
- Other info: Flexible working options after training and a supportive team culture await you!
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 inbound customer service specialists for our Fraud Team on the Lloyds Banking Division campaign.
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 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
- High levels of accuracy and attention to detail
- Confident in working independently
- Self-motivated and able to effectively 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:
- 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
- Dedicated Employee Experience Progress – 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 you’re 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.
Customer Service Representative - Lloyds Banking Group (Fraud) - Glasgow employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Representative - Lloyds Banking Group (Fraud) - Glasgow
✨Tip Number 1
Familiarise yourself with Lloyds Banking Group's services and common fraud scenarios. This knowledge will help you engage confidently during the interview and demonstrate your understanding of the role.
✨Tip Number 2
Practice your communication skills by role-playing customer interactions with a friend or family member. Focus on conveying empathy and patience, as these are crucial for handling sensitive situations in customer service.
✨Tip Number 3
Prepare examples from your past experiences where you've successfully resolved customer issues or handled difficult conversations. This will showcase your problem-solving abilities and your capacity to work under pressure.
✨Tip Number 4
Research common interview questions for customer service roles, especially those related to fraud prevention. Being prepared with thoughtful answers will help you stand out as a candidate who is serious about the position.
We think you need these skills to ace Customer Service Representative - Lloyds Banking Group (Fraud) - Glasgow
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially any roles involving fraud or financial services. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your communication skills and empathy. Mention specific experiences where you successfully handled difficult customer situations, as this is crucial for the role.
Highlight Relevant Skills: Emphasise your ability to work independently, problem-solve, and manage time effectively. These skills are essential for dealing with a variety of customer queries in a fast-paced environment.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is vital for this position.
How to prepare for a job interview at Teleperformance
✨Showcase Your Communication Skills
As a Customer Service Representative, excellent verbal communication is key. Practice speaking clearly and confidently about your previous experiences, especially those that highlight your ability to handle difficult conversations.
✨Demonstrate Empathy and Patience
In the fraud team, you'll be dealing with vulnerable customers. Prepare examples of how you've shown empathy in past roles, and be ready to discuss how you would approach sensitive situations with care and understanding.
✨Highlight Problem-Solving Abilities
The role requires quick thinking and effective problem-solving skills. Think of specific instances where you've successfully resolved customer issues or made complex decisions, and be prepared to share these during the interview.
✨Familiarise Yourself with Banking Processes
Understanding banking processes will give you an edge. Brush up on common banking terms and procedures, especially those related to fraud prevention, so you can confidently discuss them during your interview.
