Customer Service Specialist, Lloyds Banking Group (Personal (Glasgow)

Ensure you read the information regarding this opportunity thoroughly before making an application. 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 Personal Banking line of business Lloyds Banking Division campaign.

Here is all you need to know:

• Start Date: Ongoing
• Salary: £26,436.80
• 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 year's 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 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.
• 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 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 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 customers.

Here are our key benefits:

• Perks at Work - Savings Discounts / Free Online Classes / 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.