Customer Service Specialist, Lloyds Banking Group (Personal Banking) - GLASGOW

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 an inbound customer service specialist for the Personal Banking line of business, Lloyds Banking Division campaign.

Job Essentials

• Start Date: Various 2026
• Salary: £26,436.80
• Job Type: Full Time – Permanent
• Working Hours: 40 hours per week (including training)
• Operational hours after training: full flexibility between 08.00 – 22.00 Monday – Sunday
• Training: 2 weeks based in Glasgow, City Park. Training hours: 09:00 – 18:00 Monday – Friday
• Joining the team: First 3 months on site in Glasgow, then choose on‑site or at‑home based on performance.

Key Skills

• 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 in dealing 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.
• Driven to work towards achievable targets.
• Excellent numeracy skills.
• Previous call centre/customer service experience essential.

Core Values

• Process Excellence – Do things well and continually improve work.
• Collaboration – Enjoy working with others and as a team player.
• Communication – Speak and write clearly and confidently.
• Emotional Intelligence – Empathise, be kind and relate well with others.
• Open‑Mindedness – Be open to different ways of thinking and new ideas.
• Critical Thinking – Think logically when making decisions.
• Solution Orientation – Focus on resolving challenges with a forward‑thinking mindset.
• Entrepreneurship – Take ownership, be self‑driven and not afraid to take on new tasks.

Responsibilities

• Answer inbound calls with enthusiasm and help customers at the first point of contact.
• Provide a positive experience for all customers by supporting personal banking aspects such as bank transfers, direct debits and digital banking.
• Assist customers experiencing financial difficulty and debit card issues.
• Promote Internet Banking and ensure customers are aware of the Bank’s full range of services.
• Problem‑solve, take ownership of queries and ensure they are resolved, creating a positive difference for customers.
• Support customers in accordance with regulatory requirements that protect them.
• Record customer complaints in line with policy and, where possible, resolve them at first touch for an efficient outcome.
• React quickly when the day gets busy and handle a wide variety of customers – excellent time management.
• Follow banking processes confidently and explain them to customers.

Benefits

• Perks at Work – Savings discounts, free online classes.
• Help@Hand – Savings discounts, podcasts, wellbeing resources, webinars, access to GP’s, mental health support, financial and 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 outstanding performance.
• Refer‑A‑Friend – earn up to £1,200.
• Monthly wellbeing webinars.
• Dedicated employee experience progress – support for the Teleperformance journey.
• 28 days annual leave (inclusive of bank holidays), increasing with length of service.
• Discounted bus travel in Glasgow (First Bus).
• No peak rail fares – travel is more affordable at all times.