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- Tasks: Handle inbound calls, assist customers with banking queries, and resolve disputes.
- 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: Be part of a supportive team, make a real difference, and develop your skills in a dynamic environment.
- Qualifications: Excellent communication skills, customer service experience, and a proactive attitude are essential.
- Other info: Flexible working options after training and a competitive salary with additional pay for late shifts.
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 Disputes 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 07:00 - 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
- 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
- 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 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 (Disputes) - 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 (Disputes) - Glasgow
✨Tip Number 1
Familiarise yourself with Lloyds Banking Group's services and dispute processes. Understanding their products will help you answer customer queries confidently and demonstrate your commitment to providing excellent service.
✨Tip Number 2
Practice your communication skills, especially in handling difficult conversations. Role-playing scenarios with friends or family can help you develop a calm and empathetic approach, which is crucial for this role.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of how you've successfully resolved customer issues in the past. This will highlight your proactive nature and ability to take ownership of queries.
✨Tip Number 4
Be ready to discuss your experience with vulnerable customers. Highlighting your understanding and sensitivity towards their needs will set you apart as a candidate who can handle complex cases effectively.
We think you need these skills to ace Customer Service Representative - Lloyds Banking Group (Disputes) - Glasgow
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially any roles involving financial services or call centres. Use keywords from the job description to demonstrate that you meet the requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your communication skills and ability to handle difficult situations. Mention specific examples of how you've provided excellent customer service in the past, particularly in high-pressure environments.
Highlight Relevant Skills: Emphasise skills such as empathy, problem-solving, and attention to detail in your application. These are crucial for the role, so provide examples of how you've demonstrated these abilities in previous positions.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are key traits for a Customer Service Representative.
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 with empathy and patience.
✨Demonstrate Problem-Solving Abilities
Prepare examples of how you've effectively resolved customer issues in the past. Highlight your ability to take ownership of queries and ensure they are resolved efficiently, as this will show your proactive approach to customer service.
✨Familiarise Yourself with Banking Processes
Since this role involves following specific banking processes, it’s beneficial to brush up on common banking terms and procedures. Being able to explain these clearly to customers will demonstrate your confidence and knowledge during the interview.
✨Exhibit Flexibility and Adaptability
The role requires flexibility in working hours and handling a variety of customer situations. Be prepared to discuss how you manage your time effectively and adapt to changing circumstances, especially in a fast-paced environment.
