Customer Service Specialist - UK Banking Client (Hybrid Glasgow)

Join Our Team as a Complaints Handler in Banking & Financial Services (Hybrid, Glasgow). At Teleperformance, we deliver an outstanding customer experience, as a result of our commitment, passion and dedication to excellence. We are expanding our Banking and Financial Services team and are looking for skilled Complaints Handlers to join us. If you have at least one year's experience in the banking or financial services industry, we'd love to hear from you.

The Details You’ll Want to Know

• Start Date: 12th January 2026
• Salary: £26,728 per annum
• Location: Hybrid Glasgow, Cuprum Building, Argyle Street
• Hours: Full-Time 40 hours per week, Shifts between 8:00 am and 5:00 pm, Monday to Friday
• Training: 3 weeks of comprehensive training, followed by 5 weeks of supported working
• Contract Type: Permanent

Background Checks: To keep our customers and colleagues safe, you’ll need to pass the following checks:

• Right to Work in the UK
• Criminal Record Check
• Credit Check
• Sanction CIFAS
• Any other relevant pre-employment screening

Please note: No holidays or time off can be taken during your first 8 weeks of employment.

Join Our Complaints Team Where Empathy Meets Excellence

We believe that even when things go wrong, we have the power to make them right and better than ever. Our Complaints team sits at the heart of that mission, turning customer frustration into loyalty through empathy, insight, and action.

What You’ll Be Doing

• Deliver exceptional customer experiences by handling complaints with empathy, clarity, and care.
• Dive deep into issues to uncover root causes, and collaborate across teams to prevent future problems before they arise.
• Champion a customer-first culture, helping shape a service experience that’s as thoughtful as it is effective.
• Investigate each complaint thoroughly to ensure every customer receives a fair and transparent resolution.
• Be the final voice of support, resolving issues with confidence and compassion when customers need us most.
• Work through complex problems and escalate when needed, always keeping our commitment to timely and accurate outcomes.

You Should Apply If

• You’re a seasoned complaint handler with experience in regulated environments or you’ve spent a year or more in the banking or financial services world.
• You’ve written final responses and know how to communicate clearly, fairly, and with impact.
• You’re confident and resilient when speaking to customers.
• You thrive in fast-paced environments and embrace change with a positive mindset.
• You’re comfortable working to targets and deadlines without compromising on quality.
• You’ve got a sharp eye for detail and a strong sense of fairness.
• You’re great at simplifying complex issues and explaining them in an engaging way.
• You quickly grasp key regulations and understand how they shape our decisions.
• You’re deeply empathetic and take full ownership of the customer journey.

Values we look for you to have:

• Process Excellence
• Collaboration
• Communication
• Emotional Intelligence
• Open-Mindedness
• Critical Thinking
• Solution Orientation
• Entrepreneurship

Skills needed to be a Customer Service Representative:

• A professional, polite and courteous telephone manner.
• Ability to deliver excellent service with an outgoing nature.
• Excellent verbal communication skills.
• A good listener who can convey empathy, patience and understanding.
• Confident and proactive to deal with difficult situations.
• High levels of accuracy and attention to detail.
• Be driven to work towards achievable targets.

Financial Sector - Key Responsibilities:

• Provide exceptional and efficient customer service across our telephone, email, webchat and social media channels.
• Use your problem-solving skills to support our customers, resolve their query and create a positive experience.
• Ensure that all customers are supported in accordance with regulatory requirements.
• Have excellent attention to detail.
• Be knowledgeable of our clients' processes and products.

Disclaimer: Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through our official channels. Your security is our priority.

Please note, only candidates who meet specific language proficiency scores will be able to proceed on this campaign.