Overview
CUSTOMER SERVICE SPECIALIST – OFFICE BASED IN GLASGOW
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 an inbound customer service specialist for our Personal Banking line of business Lloyds Banking Division campaign.
Responsibilities
- Answer inbound calls with enthusiasm and a desire to help customers at the first point of contact
- Support and provide a positive experience for all customers by helping with personal banking needs (e.g., bank transfers, direct debits, and digital banking support)
- Assist customers who may be going through financial difficulty and provide debit card support
- Promote channels such as Internet Banking and ensure customers have access to the bank's full range of services
- Problem solve by taking ownership of each query and ensuring resolution, delivering a positive difference for customers
- Ensure all customers are supported in accordance with regulatory requirements that protect customers
- Record customer complaints in line with policy and resolve at first touch where possible
- Adapt quickly when the day becomes busy and handle a wide variety of customers with excellent time management
- Follow banking processes and explain them to customers
Qualifications
- A professional, polite and courteous telephone manner
- Ability to deliver excellent service with an outgoing nature
- Excellent verbal communication skills; fluency in English is essential
- A good listener who can convey empathy, patience and understanding
- Confident and proactive in dealing with difficult situations and conversations
- Confident in having customer conversations
- High levels of accuracy and attention to detail
- Confident in working independently
- Confident in making complex decisions
- Self-motivated and able to effectively problem solve
- Interpersonal skills
- Driven to work towards achievable targets
- Excellent numeracy skills
- Previous banking/financial experience is highly desired but not essential
- Previous call centre/customer service experience is essential
Values
- Process Excellence – Doing things well and always striving to improve
- Collaboration – Enjoy working with others and being a team player
- Communication – Speak and write clearly and confidently
- Emotional Intelligence – Empathise, be kind and good with others
- Open-Mindedness – Open to different ways of thinking and new ideas
- Critical Thinking – Think logically when making decisions
- Solution Orientation – Forward-looking mindset focused on resolving challenges
- Entrepreneurship – Ownership, willingness to take on new tasks and be self-driven
What will my role involve…?
- Support inbound calls with enthusiasm and a desire to help customers at first contact
- Assist customers with personal banking matters (e.g., transfers, direct debits, digital banking)
- Support customers experiencing financial difficulty and provide debit card assistance
- Promote and enable access to Internet Banking and the full range of banking services
- Take ownership of queries and resolve them, delivering a positive impact
- Ensure compliance with regulatory requirements designed to protect customers
- Record and resolve customer complaints efficiently, ideally at first touch
- Manage time effectively and stay resilient when handling varied customer volumes
- Follow banking processes and be able to explain them to customers
Benefits
- Perks at Work – Savings Discounts / Free Online Classes
- Help@Hand – Discounts, wellbeing resources, and access to health and financial advisory services
- 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
- Refer-A-Friend earns up to £1,200
- Monthly Wellbeing Webinars
- Dedicated Employee Experience Progress – Support for Teleperformance journey
- 28 days annual leave (inclusive of bank holidays), increasing with length of service
- Discounted bus travel in Glasgow
- No peak rail fares
Disclaimer
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.
Disclaimer Please note, only candidates who meet specific language proficiency scores will be able to proceed on this campaign. Where you pass the assessment but do not meet the language requirement, we will endeavour to find other suitable roles; however, this may not be possible and 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 within 48 hours. You may also contact our team sooner if you wish.
#J-18808-Ljbffr