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

ZipRecruiter; Glasgow; Hybrid; Full time

Job description

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 inbound customer service specialists for our Fraud 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 10.00 - 23.00 Monday - Sunday
5. 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
• High levels of accuracy and attention to detail
• Confident in working independently and making complex decisions
• Self-motivated and able to effectively problem solve
• Interpersonal skills
• Be driven to work towards achievable targets
• Excellent numeracy skills
• 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 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 with 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; GPs, 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
• 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)

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.