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

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 (+£1 between 9pm-11pm)
• Job Type: Full-Time Permanent
• Working Hours: 40 hours/week (including training)
• Operational hours after training: Flexibility between 10:00 - 23:00, Monday - Sunday
• Training: 2 weeks in Glasgow, City Park
• Training hours: 09:00 - 18:00, Monday to Friday
• Initial on-site work in Glasgow for 3 months, 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 personality
• Fluent in English with excellent verbal communication skills
• Good listener with empathy, patience, and understanding
• Confident and proactive in handling difficult situations
• Accurate with high attention to detail
• Ability to work independently and make complex decisions
• Self-motivated with strong problem-solving skills
• Strong interpersonal skills
• Driven to meet targets
• Excellent numeracy skills
• Experience with vulnerable customers
• Ability to educate customers on fraud prevention
• Previous banking/financial services experience is highly desirable
• Customer service or call centre experience is essential

Role responsibilities

• Answer inbound calls enthusiastically and help customers at first contact
• Raise scam and fraud cases for online and telephony banking
• Handle objections, reassure customers, and secure accounts
• Investigate pending payments, approving where no fraud concerns exist
• Assist customers with banking needs like transfers, direct debits, and digital support
• Support customers experiencing financial difficulties and with debit card issues
• Promote banking channels such as Internet Banking
• Take ownership of queries and resolve issues efficiently
• Follow regulatory requirements to protect customers
• Record and resolve complaints promptly
• Manage time effectively during busy periods
• Support vulnerable customers and resolve complex cases
• Explain banking processes clearly to customers

Key benefits

• Perks at Work Savings Discounts / Free Online Classes
• Help@Hand: Savings, 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 vouchers
• 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 service length
• 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.