Customer Expert - Business Banking

Teleperformance; Hamilton; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Holiday entitlement

Pension

Discounts

Career progression

Mental health support

Refer & Earn

Job summary

Teleperformance in Glasgow is seeking a Customer Expert to handle inbound calls and chats for Virgin Money/Nationwide. The role is office-based with initial training at the client’s Glasgow location and a fixed 40-hour week (Mon–Fri, 8:00–18:00). Start date is 11 January 2027.

The role focuses on delivering outstanding customer care, protecting and developing loyalty, and providing tailored product recommendations while meeting stringent attendance and service standards.

Qualifications

• Strong listening and communication abilities.
• Detail-focused with high accuracy and quality.
• Ability to meet and track KPIs and targets.

Responsibilities

• Deliver excellent customer service on every interaction.
• Provide high-standard service on all aspects of calls.
• Demonstrate active listening and clear communication.
• Recommend suitable Virgin Money/Nationwide products and services.
• Ask the right questions and offer solutions that meet customer needs.
• Be adaptable and open to new ways of working.
• Promote additional products to benefit customers.
• Remain motivated and reliable to meet attendance expectations.
• Develop good working relationships with colleagues.
• Contribute to personal development and performance improvement.
• Produce high-quality work by following processes and procedures.

Skills

Listening

Attention to detail

KPI accountability

Job description

Customer Expert

At Teleperformance, we deliver an outstanding customer experience, at every single opportunity, as a result of our commitment, passion and dedication to excellence.

You will be taking inbound calls on behalf of our prestigious banking client Virgin Money/Nationwide.

Start Date: 11 January 2027

• Salary: £26,436.80 per annum
• Location:Glasgow Cuprum Building, Argyle Street, Glasgow - THIS IS NOT A WORK FROM HOME ROLE. Initial training will take place at the client's office on Bothwell Street, Glasgow
• Shifts: Monday to Friday 8.00 am - 6.00 pm. Please note you must be able to work any shifts between these times.
• Contract: Full Time Permanent (40 hours per week)
• Background Checking:
  • Right to Work in the UK
  • Criminal Record Check
  • Enhanced Credit Check which will include looking for active defaults, CCJs, IVAs, bankruptcy
  • CIFAS Fraud Check
  • Global Sanctions Check
  • Media Check
  • 3 year employment history check

**Please note we do not allow any time off/holiday requests within the first 8 weeks of your employment

The purpose of this role is to answer customer calls or chats regarding Virgin Money and protect and develop customer loyalty and value through the provision of outstanding customer care.

Service account and telephone banking enquiries from Virgin Money business customers.

Key Skills

• Listening & communication skills
• High level of attention to detail.
• Accountability for several key KPI's.

Responsibilities

• Passionate about delivering excellent customer service through every interaction
• Ensure you provide the customer with a high standard of service on all aspects of the call
• Amazing listening and communication skills
• Recommendation of suitable products and services tailored to the customers’ needs
• Asking the right questions and offer the solutions that leave them smiling
• Be open to change and supportive of new ideas or ways of working
• Promote additional products and services to benefit our customers
• Highly motivated with a desire to succeed
• Ability to overcome objections, resilient and calm under pressure
• To demonstrate a responsible and reliable approach to ensuring your daily attendance schedule is met
• To develop effective working relationships with colleagues
• To take shared responsibility for personal development and performance improvement
• To produce work of the highest quality by adhering to set processes and procedures

Our Benefits

• On-line recruitment process
• Refer & Earn Scheme
• 28 days’ holiday (including bank holidays), increasing to 30 days following your 1-year service anniversary
• Length of Service and monthly recognition awards
• Opportunities for career development and progression
• Employee welfare support with free access to our Mental Health Employee Assistance programme
• Pension Scheme
• Wide range of employee discounts