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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 exceptional customer service for top brands.
- Benefits: Enjoy perks like flexible working options, wellbeing resources, and 28 days annual leave.
- Why this job: Make a real impact by helping customers while developing your skills in a supportive environment.
- Qualifications: Previous customer service experience and strong communication skills are essential; banking experience is a plus.
- Other info: Start date is August 2025; training provided in Glasgow with potential for remote work after probation.
The predicted salary is between 28000 - 32000 £ per year.
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 £1 p/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. This follows 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 GPs, 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 days 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.
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Representative - Lloyds Banking Group (Fraud) - Glasgow in Glasgow
✨Tip Number 1
Familiarise yourself with common fraud scenarios and the banking processes involved. This knowledge will not only help you in interviews but also demonstrate your proactive approach to understanding the role.
✨Tip Number 2
Practice your communication skills by engaging in mock calls with friends or family. Focus on maintaining a polite and courteous tone, as well as conveying empathy, which is crucial for handling sensitive customer situations.
✨Tip Number 3
Research Teleperformance and Lloyds Banking Group to understand their values and customer service philosophy. Tailoring your conversation during the interview to reflect their mission can set you apart from other candidates.
✨Tip Number 4
Be prepared to discuss your previous customer service experiences, especially those involving vulnerable customers. Highlight specific examples where you successfully resolved issues, as this will showcase your problem-solving abilities.
We think you need these skills to ace Customer Service Representative - Lloyds Banking Group (Fraud) - Glasgow in 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 Compelling Cover Letter: Write a cover letter that showcases your communication skills and empathy. Mention specific experiences where you successfully handled difficult customer situations, as this is crucial for the role.
Highlight Relevant Skills: Emphasise skills such as problem-solving, attention to detail, and the ability to work independently. Provide examples of how you've used these skills in previous roles, particularly in a call centre environment.
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 essential for the Customer Service Representative role.
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 experiences, and be prepared to demonstrate your ability to listen actively and respond empathetically to customer concerns.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle difficult situations. Think of examples from your past experiences where you successfully resolved customer issues or dealt with challenging conversations.
✨Familiarise Yourself with Fraud Prevention
Since this role involves working in the Fraud Team, it’s essential to understand common fraud scenarios and how to educate customers on protecting themselves. Brush up on relevant banking processes and regulations to show your preparedness.
✨Demonstrate Flexibility and Adaptability
The role requires flexibility in working hours and the ability to manage a variety of customer interactions. Be ready to discuss how you can adapt to changing situations and maintain a positive attitude, even during busy periods.
