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

Job Description

CUSTOMER SERVICE SPECIALIST – OFFICE BASED IN GLASGOW

Teleperformance is a fast-paced contact centre employer working with well-known clients to deliver world-class customer service.

We offer a fantastic opportunity for an inbound customer service specialist to join our Fraud Team on the Lloyds Banking Division campaign.

Here is all you need to know…

• Start Date: June 2025
• Salary: £13.50 per hour, with an extra £1 per hour between 9pm – 11pm
• Job Type: Full Time – Permanent
• Working Hours: 40 hours per week (including training)

• Operational hours after training: 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, with the opportunity to choose on-site or remote work based 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; fluency in English is essential
• A good listener who conveys empathy, patience, and understanding
• Confident and proactive in handling difficult situations and conversations
• High levels of accuracy and attention to detail
• Ability to work independently
• Confidence in making complex decisions
• Self-motivated with effective problem-solving skills
• Strong interpersonal skills
• Driven to achieve targets
• Excellent numeracy skills
• Experience working with vulnerable customers
• Ability to educate customers on fraud prevention
• Previous banking/financial services experience is highly desired
• Previous call centre/customer service experience is essential

What will my role involve…?

• Answering inbound calls enthusiastically and helping customers at the first point of contact
• Raising scam and fraud cases for online and telephony banking across Lloyds Banking Group
• Handling objections while reassuring customers and maintaining security
• Investigating pending payments to approve legitimate transactions
• Providing a positive customer experience by assisting with banking needs like transfers, direct debits, and digital support
• Supporting customers experiencing financial difficulties and providing debit card support
• Promoting banking channels such as Internet Banking
• Taking ownership of queries to ensure resolution and a positive outcome
• Supporting regulatory compliance to protect customers
• Recording and resolving complaints efficiently
• Managing a high volume of diverse customer interactions with excellent time management
• Working with vulnerable customers and resolving complex cases
• Following banking processes and explaining them clearly to customers

Here are our key benefits…

• Perks at Work: Savings Discounts, Free Online Classes
• Help@Hand: Savings Discounts, Podcasts, Wellbeing Resources, Webinars, Access to GPs, Mental Health, Financial and Legal Advice
• Critical Illness Cover: Up to £10,000
• Cycle to Work Scheme
• Eyecare support voucher
• Holiday Purchase Scheme
• Length of Service Awards
• Workplace Pension
• Monthly Inspire Awards
• Refer-A-Friend bonus: up to £1,200
• Monthly Wellbeing Webinars
• Dedicated Employee Experience Support
• 28 days annual leave (including bank holidays), increasing with service
• Discounted Bus Travel in Glasgow (First Bus)

If you’re interested in joining us, APPLY TODAY. Our recruitment team will contact you within 48 hours, or feel free to reach out sooner for a chat.