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 to 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…

• 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 accuracy and attention to detail
• Ability to work independently and make 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 your role will involve…?

• Answering inbound calls with enthusiasm and a helpful attitude
• Raising scam and fraud cases for online and telephony banking
• Handling objections while assuring customers of our support and security measures
• Investigating pending payments to approve or flag concerns
• Providing support across personal banking services such as transfers, direct debits, and digital banking
• Assisting customers experiencing financial difficulties and with debit card support
• Promoting digital channels like Internet Banking
• Taking ownership of customer queries and resolving them efficiently
• Supporting regulatory compliance to protect customers
• Recording and resolving complaints at first contact where possible
• Managing a variety of customer interactions with excellent time management
• Working with vulnerable customers and resolving complex cases
• Following banking processes and clearly explaining them to customers

Our key benefits include…

• Perks at Work – Discounts and free online classes
• Help@Hand – Wellbeing resources, GP access, 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

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.