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 the Personal Banking line of business, Lloyds Banking Division campaign.
Job Essentials
- Start Date: Various 2026
- Salary: £26,436.80
- Job Type: Full Time – Permanent
- Working Hours: 40 hours per week (including training)
- Operational hours after training: full flexibility between 08.00 – 22.00 Monday – Sunday
- Training: 2 weeks based in Glasgow, City Park.
- Training hours: 09:00 – 18:00 Monday – Friday
- Joining the team: First 3 months on site in Glasgow, then choose on‑site or at‑home based on performance.
Key Skills
- 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 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 highly desired but not essential.
- Previous call centre/customer service experience essential.
Core Values
- Process Excellence – Do things well and continually improve work.
- Collaboration – Enjoy working with others and as a team player.
- Communication – Speak and write clearly and confidently.
- Emotional Intelligence – Empathise, be kind and relate well with others.
- Open‑Mindedness – Be open to different ways of thinking and new ideas.
- Critical Thinking – Think logically when making decisions.
- Solution Orientation – Focus on resolving challenges with a forward‑thinking mindset.
- Entrepreneurship – Take ownership, be self‑driven and not afraid to take on new tasks.
Responsibilities
- Answer inbound calls with enthusiasm and help customers at the first point of contact.
- Provide a positive experience for all customers by supporting personal banking aspects such as bank transfers, direct debits and digital banking.
- Assist customers experiencing financial difficulty and debit card issues.
- Promote Internet Banking and ensure customers are aware of the Bank’s full range of services.
- Problem‑solve, take ownership of queries and ensure they are resolved, creating a positive difference for customers.
- Support customers in accordance with regulatory requirements that protect them.
- Record customer complaints in line with policy and, where possible, resolve them at first touch for an efficient outcome.
- React quickly when the day gets busy and handle a wide variety of customers – excellent time management.
- Follow banking processes confidently and explain them to customers.
Benefits
- Perks at Work – Savings discounts, free online classes.
- Help@Hand – Savings discounts, podcasts, wellbeing resources, webinars, access to GP’s, mental health support, financial and 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 outstanding performance.
- Refer‑A‑Friend – earn up to £1,200.
- Monthly wellbeing webinars.
- Dedicated employee experience progress – support for the Teleperformance journey.
- 28 days annual leave (inclusive of bank holidays), increasing with length of service.
- Discounted bus travel in Glasgow (First Bus).
- No peak rail fares – travel is more affordable at all times.
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