Customer Service Representative - Lloyds Banking Group (Disputes) - Glasgow (Airdrie)

Job Description

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 Disputes Team on the Lloyds Banking Division campaign.

Here is all you need to know…

1. Start Date: June 2025
2. Salary: £13.50 per hour, (extra £1p/h between 9pm – 11pm)
3. Job Type: Full Time – Permanent
4. Working Hours: 40 hours per week (including training)

Operational hours after training - We require full flexibility between 07:00 - 23.00 Monday - Sunday.

Training: 2 weeks based in Glasgow, City Park.

Training hours: 09:00am – 18:00pm Monday – Friday.

Joining the team: First 3-months working on-site in Glasgow, then opportunity to choose on-site or at-home working whichever suits you best dependent on performance.

Who we are looking for…

• 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 to deal 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.
• Experience in working with vulnerable customers.
• Previous banking/financial services experience is highly desired.
• Previous call centre/customer service experience is essential.

What will my role involve…?

• Answer inbound calls with enthusiasm and a desire to help customers at the first point of contact.
• Follow Dispute processes to ensure customer satisfaction.
• Objection handling whilst ensuring the customer that we are here to help them and keep their account secure.
• Supporting and providing a positive experience for all our customers by helping them with all aspects of their personal banking, for example: bank transfers, direct debits, and digital banking support.
• Helping customers that may be going through financial difficulty and debit card support.
• Promoting channels such as Internet Banking and ensuring that all customers are aware and have access to the Bank’s complete range of services.
• Problem solving - taking ownership of each and every query and ensuring these are resolved, making a real positive difference for our customers.
• Ensure that all customers are supported in accordance with all regulatory requirements which aim to protect our customers.
• Ensure all customer complaints are recorded in line with policy and where possible resolved at first touch, delivering an efficient outcome for the customer.
• Ability to react fast when the day gets busy and handle a wide variety of different customers – excellent time management.
• Work with vulnerable customers, and helping to resolve complex cases.
• Confident in following banking processes and being able to clearly explain these to our customers.

Here are our key benefits…

• Perks at Work – Savings Discounts / Free Online Classes.
• Help@Hand - Savings Discounts / Podcast / Wellbeing Resources / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, 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 the best of the best.
• Refer-A-Friend earns up to £1,200 for you.
• Monthly Wellbeing Webinars.