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- Tasks: Join our Fraud Team to assist customers with banking queries and fraud prevention.
- Company: Teleperformance is a leading contact centre provider, delivering top-notch customer service for major brands.
- Benefits: Enjoy perks like flexible working options, wellbeing resources, and 28 days annual leave.
- Other info: Start date is August 2025; training provided in Glasgow.
- Why this job: Make a real impact by helping customers while developing your skills in a supportive environment.
- Qualifications: Previous customer service experience is essential; banking experience is a plus.
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 Fraud Team on the Lloyds Banking Division campaign.
Start Date: August 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 10.00 - 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. Please note that this is following successful completion of all probation requirements.
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
- Ability to educate our customers on how to protect themselves against Fraud
- 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 customers at the first point of contact
- Raising scam and fraud cases for online and telephony banking across the Lloyds Banking Group portfolio
- Objection handling whilst ensuring the customer that we are here to help them and keep their account secure
- Investigation of pending payments with the aim to approve where there are no concerns of fraudulent activity, or scams
- 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 customers
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)
Disclaimer: Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through our official channels - UK phone number, text or Teleperformance or talent.icims email address. If you receive any suspicious communications claiming to be from Teleperformance, please disregard them and report the incident to our team. Your security is our priority.
Please note, only candidates who meet specific language proficiency scores will be able to proceed on this campaign, this supersedes any other pass mark you may receive. Where you pass the assessment but not the above requirements we will endeavour to find other suitable roles for you however this may not be possible, in this instance we reserve the right to reject your application.
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 (Fraud) - 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 (Fraud) - Glasgow
✨Tip Number 1
Familiarise yourself with common fraud scenarios and banking processes. This knowledge will not only help you in interviews but also demonstrate your proactive approach to understanding the role.
✨Tip Number 2
Practice your verbal communication skills by engaging in mock calls or role-playing scenarios. This will boost your confidence and help you convey empathy and understanding during customer interactions.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of how you've handled difficult customer situations in the past. This will highlight your capability to manage complex cases effectively.
✨Tip Number 4
Be ready to discuss your experience with vulnerable customers. Highlighting your ability to support and educate them on fraud protection will set you apart as a candidate who truly cares about customer welfare.
We think you need these skills to ace Customer Service Representative - Lloyds Banking Group (Fraud) - Glasgow
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially any roles involving fraud or financial services. Use keywords from the job description to demonstrate your fit for the role.
Craft a Strong 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, especially when dealing with vulnerable customers and complex cases.
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 this position.
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 and provide empathetic support.
✨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 a positive outcome, as this will resonate well with the interviewers.
✨Familiarise Yourself with Fraud Prevention
Since you'll be working in the Fraud Team, it's beneficial to understand common fraud scenarios and how to educate customers on protecting themselves. Research current trends in banking fraud to discuss during your interview.
✨Exhibit Flexibility and Adaptability
The role requires flexibility in working hours and the ability to manage a busy workload. Be prepared to discuss how you can adapt to changing situations and maintain high levels of service under pressure.