Customer Service Specialist, Lloyds Banking Group (Personal

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 Personal Banking line of business Lloyds Banking Division campaign. Here is all you need to know… Start Date: Ongoing Salary: £26436.80 Job Type: Full Time – Permanent Working Hours: 40 hours per week (including training) Operational hours after training - We require full flexibility between 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. You must be able to demonstrate at least one years' experience in a customer service role. Please ensure that you upload your CV when requested during your application. 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 Previous banking/ financial experience is highly desired but not essential 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 intelligent meaning you are able to empathise, be kind and be good with others. Open-Mindedness- You are able to be open to different ways of thinking and new ideas. Critical Thinking- You are able to think logically when making decisions. Solution Orientation- Having a forward thinking mindset focused on resolving challenges. Entrepreneurship- Taking ownership, 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 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 Confident in following banking processes and explaining this to 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 Refer-A-Friend earns up to £1,200 for you Monthly Wellbeing Webinars Dedicated Employee Experience Progressc272c101-f45c-4783-b4a0-50ad222b87c0