Customer Service Representative - Lloyds Banking Group (Fraud) - Glasgow

JR United Kingdom; Airdrie; On-site; Full time

Job summary

A leading customer service employer is seeking a full-time Customer Service Specialist to join their Fraud Team in Glasgow. This role involves delivering top-notch service for banking clients, handling inquiries, and problem-solving to protect against fraud. Candidates must have a strong telephone manner and experience in customer service. Flexible working options are available after a probation period.

Benefits

Savings Discounts / Free Online Classes

Wellbeing Resources / Webinars

Critical Illness Cover – up to £10,000

Cycle to Work Scheme

Holiday Purchase Scheme

Length of Service Awards

Monthly Inspire Awards

Refer-A-Friend Bonus

Dedicated Employee Experience Support

28 days annual leave

Qualifications

• Professional and courteous telephone manner.
• Fluent in English.
• Experience working with vulnerable customers.

Responsibilities

• Answer inbound calls and assist customers at first contact.
• Raise fraud cases and handle objections.
• Provide support for personal banking and problem-solving.

Skills

Communication

Problem solving

Empathy

Attention to detail

Education

Previous call centre experience

Banking/financial services experience

Job description

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Client:

Teleperformance

Location:

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

3

Posted:

02.07.2025

Expiry Date:

16.08.2025

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Job Description:

CUSTOMER SERVICE SPECIALIST – OFFICE BASED IN GLASGOW

Teleperformance is a fast-paced contact centre employer who works alongside a number of house-hold known clients to deliver world class customer service.

We have a fantastic opportunity for inbound customer service specialist for our Fraud Team on the Lloyds Banking Division campaign.

Here is all you need to know…

• Start Date: August2025
• Salary: £13.50 per hour, (extra £1p/h between 9pm – 11pm)
• Job Type: Full Time – Permanent
• Working Hours: 40 hours per week (including training)
• Operational hours after training - We require full flexibility between 10.00 - 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. Please note that this is following successful completion of all probation requirements.

Who we are looking for…

• A professional, polite and courteous telephone manner
• Ability to deliver excellent service with 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 affectively problem solve
• Interpersonal skills
• Be driven to work towards achievable targets
• Experience in working with vulnerable customers
• Ability to educate our customers on how to protect themselves against Fraud
• 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 out customers at the first point of contact
• Raising scam and fraud cases for online and telephony banking across the Lloyds Banking Group portfolio
• Objection handling whilst ensuring the customer that we are here to help them and keep their account secure
• Investigation of pending payments with the aim to approve where there are no concerns of fraudulent activity, or scams
• 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 customer

Here are our key benefits…

• Perks at Work – Savings Discounts / Free Online Classes
• Help@Hand - Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, Legal Advice
• Critical Illness – up to £10,000
• Cycle to Work Scheme
• Holiday Purchase Scheme
• Length of Service Awards
• Monthly Inspire Awards – For the best of the best
• Refer-A-Friend earns up to £1,200 for you
• Monthly Wellbeing Webinars
• Dedicated Employee Experience Progress – Here to support TP journey
• 28 day annual leave (inclusive of bank holidays), increasing with length of service
• Discounted Bus Travel in Glasgow (First Bus)

DisclaimerPlease be vigilant against job scams. Teleperformance willnevercontact 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.

DisclaimerPlease note, only candidates who meet specific language proficiency scores will be able to proceed on this campaign, this supersedes any other pass mark you may receive. Where you pass the assessment but not the above requirements we will endeavour to find other suitable roles for you however this may not be possible, in this instance 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 with you within 48 hours, but please feel free to get in touch if you want to chat with our team sooner.