Customer Expert - Business Banking

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

Benefits offered by this job

28 days’ holiday

Refer & Earn Scheme

Pension Scheme

Employee discounts

Career development and progression

Mental Health Employee Assistance

Job summary

Teleperformance in Glasgow is seeking a Customer Expert to handle inbound calls on behalf of Virgin Money/Nationwide, delivering outstanding service and building customer loyalty. The role starts 11 January 2027 and is a full-time 40-hour week with on-site training at the Glasgow office.

You will work Monday to Friday, 8:00 am–6:00 pm, and join a team focused on exceptional customer care, accurate information delivery, and proactive product recommendations.

Qualifications

• Customer-facing communication skills with clarity and empathy.
• Strong attention to detail in handling inquiries and data.
• Accountability for achieving key performance indicators across calls and chats.

Responsibilities

• Deliver outstanding customer service on every call or chat.
• Provide accurate information and resolve issues to protect loyalty.
• Promote suitable Virgin Money/Nationwide products where appropriate.
• Maintain high attendance and reliability to support service levels.
• Adapt to customer needs and changes in processes.

Skills

Listening & communication

Attention to detail

KPI ownership

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