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

ZipRecruiter; Clydebank; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

Join a fast-paced contact center as a Customer Service Specialist, where you'll provide exceptional service to clients in the banking sector. This role offers the opportunity to make a real difference by helping customers navigate complex situations, ensuring their security while addressing their needs. With a supportive team environment and a focus on employee wellbeing, you'll thrive in a role that values your contributions. Enjoy competitive pay, a range of benefits, and the chance to grow within a dynamic organization. If you're passionate about customer service and ready to take on new challenges, this is the perfect opportunity for you.

Benefits

Perks at Work - Discounts

Help@Hand - Wellbeing Resources

Critical Illness Cover

Cycle to Work Scheme

Eyecare Vouchers

Holiday Purchase Scheme

Length of Service Awards

Workplace Pension

Monthly Inspire Awards

Refer-A-Friend Bonus

Qualifications

• Fluency in English is essential for this role.
• Experience with vulnerable customers is highly desired.

Responsibilities

• Answering inbound calls and assisting customers effectively.
• Investigating fraud cases and ensuring account security.
• Promoting digital banking channels and educating customers.

Skills

Verbal Communication

Problem Solving

Empathy

Attention to Detail

Customer Service

Numeracy Skills

Decision Making

Interpersonal Skills

Education

Previous Call Centre Experience

Banking/Financial Services Experience

Job description

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 on-site in Glasgow, then option for on-site or remote work based on performance

Who we are looking for…

• Professional, polite, and courteous telephone manner
• Ability to deliver excellent service with an outgoing nature
• Excellent verbal communication skills; fluency in English essential
• Good listener with empathy, patience, and understanding
• Confident and proactive in handling difficult situations and conversations
• High accuracy and attention to detail
• Ability to work independently
• Confident 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 first contact
• Raising scam and fraud cases for online and telephony banking
• Handling objections while reassuring customers and ensuring account security
• Investigating pending payments to approve or flag concerns
• Providing support on personal banking matters (transfers, direct debits, digital support)
• Assisting customers facing financial difficulties and with debit card support
• Promoting digital channels like Internet Banking
• Taking ownership of queries and resolving them effectively
• Supporting regulatory compliance and customer protection
• Recording and resolving complaints efficiently
• Managing a variety of 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 – Discounts, Free Online Classes
• Help@Hand – Discounts, Wellbeing Resources, Webinars, Access to GPs, Mental Health, Financial and Legal Advice
• Critical Illness Cover – up to £10,000
• Cycle to Work Scheme
• Eyecare vouchers
• 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, APPLY TODAY. Our recruitment team will contact you within 48 hours. Feel free to reach out sooner if you'd like to chat with us.