At a Glance
- Tasks: Join our Disputes Team to provide top-notch customer service and resolve banking queries.
- Company: Teleperformance partners with Lloyds Banking Group to deliver exceptional customer experiences.
- Benefits: Enjoy perks like remote work options, wellbeing resources, and a competitive salary.
- Other info: Flexible working options after training and a vibrant team culture await you!
- Why this job: Make a real difference in customers' lives while developing your skills in a supportive environment.
- Qualifications: Previous customer service experience is essential; banking experience is a plus.
Job Description
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 Disputes Team on the Lloyds Banking Division campaign.
Here is all you need to know…
Start Date: December
2025
Salary: £12.50 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 07: 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
Previous banking/ financial services experience is highly desired
Previous call centre/ customer service experience is essential
Values we look for you to have...
Process Excellence - doing things well means something to you and you will always strive to improve on your work
Collaboration - you enjoy working with others and you like working as a team player
Communication - You can speak and write clearly and in a confident manner
Emotional Intelligence - You possess the ability to be emotionally intellignt meaning you are able to empathise, be kind and be good with others.
Open-mindedness - you possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
Critical thinking - you are abl to think logically when making decisions
Solution Orientation - having a forward thinking mindset focused on resolving challenges
Entrepreneurship - taking owenership, not being afraid to take on new tasks, develop and have a self-driven mindset.
What will my role involve…?
Answer inbound calls with enthusiasm and a desire to help out customers at the first point of contact
Follow Dispute processes to ensure customer satisfaction
Objection handling whilst ensuring the customer that we are here to help them and keep their account secure
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 Recourses / 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
Customer Service Representative - Lloyds Banking Group ... in Glasgow employer: Teleperformance Ltd
Teleperformance is an exceptional employer, offering a dynamic work environment in Glasgow where employees can thrive in their roles as Customer Service Representatives. With a strong focus on employee well-being, we provide comprehensive benefits including mental health support, a cycle to work scheme, and opportunities for professional growth, all while fostering a culture of recognition and teamwork. Join us to make a meaningful impact in the banking sector while enjoying the flexibility of choosing your work location after training.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Representative - Lloyds Banking Group ... in Glasgow
✨Tip Number 1
Familiarise yourself with Lloyds Banking Group's services and products. Understanding their offerings will help you engage confidently with customers and provide accurate information during your interactions.
✨Tip Number 2
Practice active listening skills. Being able to listen carefully to customer concerns and respond empathetically is crucial in a customer service role, especially when dealing with disputes or vulnerable customers.
✨Tip Number 3
Brush up on your problem-solving abilities. Think of scenarios where you might need to resolve complex issues for customers and how you would approach these situations effectively.
✨Tip Number 4
Showcase your flexibility and adaptability. Be prepared to discuss how you can manage a busy workload and handle various customer types, as this is essential for success in a fast-paced environment like Teleperformance.
We think you need these skills to ace Customer Service Representative - Lloyds Banking Group ... in Glasgow
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant customer service experience, especially in call centres or banking. Use keywords from the job description to demonstrate that you meet the specific requirements.
Craft a Strong Cover Letter:Write a cover letter that showcases your communication skills and ability to handle difficult situations. Mention your enthusiasm for helping customers and how your previous experiences align with the role.
Showcase Relevant Skills:In your application, emphasise skills such as problem-solving, empathy, and attention to detail. Provide examples of how you've successfully managed customer queries in the past.
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 crucial for this role.
How to prepare for a job interview at Teleperformance Ltd
✨Showcase Your Communication Skills
As a Customer Service Representative, excellent verbal communication is key. Practice speaking clearly and confidently about your previous experiences in customer service, highlighting how you effectively handled difficult situations.
✨Demonstrate Empathy and Patience
In the interview, be prepared to discuss scenarios where you've had to show empathy towards customers, especially those in vulnerable situations. This will showcase your ability to connect with customers and provide the support they need.
✨Familiarise Yourself with Banking Processes
Since this role involves following specific banking processes, take some time to research common banking terms and procedures. Being able to discuss these confidently will demonstrate your preparedness and interest in the role.
✨Prepare for Problem-Solving Questions
Expect questions that assess your problem-solving skills. Think of examples from your past experiences where you took ownership of a customer's issue and resolved it effectively, making sure to highlight the positive outcomes.
