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

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

Job summary

An established industry player is seeking a dedicated Customer Service Specialist to join their Fraud Team. This role involves engaging with customers to provide exceptional service, handling inquiries related to fraud prevention, and ensuring compliance with banking regulations. The ideal candidate will possess strong communication skills, a proactive approach to problem-solving, and the ability to work independently. With a supportive environment and opportunities for hybrid working, this position offers a chance to make a real difference in customer experiences while enjoying a range of benefits, including discounts and wellness resources.

Benefits

Perks at Work – Discounts

Help@Hand – Wellbeing Resources

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

28 days annual leave

Discounted Bus Travel in Glasgow

Qualifications

• Professional telephone manner and ability to deliver excellent service.
• Experience in handling difficult situations and conversations.

Responsibilities

• Answering inbound calls and assisting customers at first contact.
• Investigating pending payments and approving legitimate transactions.
• Managing a high volume of varied customer interactions.

Skills

Verbal Communication

Problem-Solving

Empathy

Attention to Detail

Customer Service

Numeracy Skills

Decision Making

Interpersonal Skills

Education

Experience in Customer Service

Banking/Financial Services Experience

Job description

Job Description

CUSTOMER SERVICE SPECIALIST – OFFICE BASED IN GLASGOW

Teleperformance is a fast-paced contact centre employer working alongside 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 required between 10:00 - 23:00, Monday to 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 opportunity for hybrid working 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 can convey empathy, patience, and understanding
• Confident and proactive in handling difficult situations and conversations
• High 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 desirable
• Previous call centre/customer service experience is essential

What will my role involve…?

• Answering inbound calls enthusiastically and assisting customers at first contact
• Raising scam and fraud cases for online and telephony banking within Lloyds Banking Group
• Handling objections while assuring customers of our help and security measures
• Investigating pending payments to approve legitimate transactions
• Providing positive customer experiences across all banking services
• Supporting customers in financial difficulty and with debit card issues
• Promoting digital banking channels and services
• Taking ownership of queries and resolving them effectively
• Supporting regulatory compliance and customer protection measures
• Recording and resolving complaints efficiently
• Managing a high volume of varied 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 GP, 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. Feel free to reach out sooner if you'd like to chat with our team.