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 have a fantastic opportunity for an inbound customer service specialist in 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, then option to work on-site or remotely depending 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 with enthusiasm and a desire to help customers at first contact
• Raising scam and fraud cases for online and telephony banking across Lloyds Banking Group
• Handling objections while reassuring customers and securing their accounts
• Investigating pending payments to approve or flag concerns
• Providing a positive customer experience by assisting with banking services such as transfers, direct debits, and digital support
• Supporting customers in financial difficulty and providing debit card support
• Promoting banking channels like Internet Banking
• Taking ownership of queries and resolving issues efficiently
• Supporting regulatory compliance and recording customer complaints appropriately
• Managing time effectively during busy periods and handling diverse customer needs
• 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 Support, 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 scheme earning up to £1,200
• Monthly Wellbeing Webinars
• Dedicated Employee Experience Support
• 28 days annual leave (including bank holidays), increasing with length of service
• Discounted Bus Travel in Glasgow (First Bus)

If you're interested, APPLY TODAY to submit your application. Our recruitment team will contact you within 48 hours. Feel free to reach out sooner if you'd like to chat with us.