Customer Service Representative - Virgin Money (CYBG)

Teleperformance; Glasgow; On-site; GBP 26,000; Full time

Job summary

A leading customer service company is seeking a Customer Expert to assist customers with inbound calls for a prestigious banking client in Glasgow. You will help customers navigate digital services while resolving their queries, requiring excellent communication skills and a flexible approach. This full-time, permanent position offers 28 days of holiday (increased to 30 after one year) and various employee benefits, ensuring a supportive work environment for achieving collective goals.

Benefits

28 days holiday plus bank holidays

Employee Assistance programme

Pension Scheme

Discounted holidays and flights

Qualifications

• Genuine enthusiasm for collective team goals.
• Ability to engage with various personalities.
• Caring attitude to exceed customer expectations.

Responsibilities

• Help customers navigate digital services.
• Resolve banking queries while providing support.
• Engage in heartfelt conversations to meet customer needs.

Skills

Great communication skills

Curiosity to ask questions

Flexible and positive working approach

Digital-first mindset

Empathy and emotional intelligence

Tools

Microsoft Office

Job description

Overview

Customer Expert

At Teleperformance, we deliver an outstanding customer experience, at every single opportunity, as a result of our commitment, passion and dedication to excellence.

You will be taking inbound calls on behalf of our prestigious banking client Virgin Money.

Start Date : 26 January 2026 and 16 February 2026

• Salary: £25,396.80 per annum
• Location: Glasgow, Cuprum Building, Argyle Street - THIS IS NOT A WORK FROM HOME ROLE
• Shifts: Monday to Saturday between 7.00 am and 9.00 pm, Sunday 10.00 - 5.00 pm. Please note you must be able to work any shifts between these times.
• Training: 3 weeks
• Contract: Full Time Permanent (40 hours per week)
• Background Checking:
  • Right to Work in the UK
  • Criminal Record Check
  • Credit Check
  • Any other associated checks
  • 3 year employment history check

**Please note we do not allow any time off/holiday requests within the first 8 weeks to allow for full training**

What you’ll be doing

• Helping our customers over the telephone to use digital services, educating them to understand the great benefits digital brings and guiding them through the process.

• Resolving any queries customers may have with their banking which can bring challenge and reward.
• Having great heartfelt conversations to understand our customers’ needs and desires to find the best solution for them.
• Working with fabulous colleagues across our contact centres so customers always have the right person to speak to.

We need you to have

• Insatiable curiosity as you ask questions and seek to offer the best solutions to our customers.
• Great communication skills with a natural ability to engage and build rapport with lots of different personalities.
• A flexible and positive working approach to suit customer needs and business demands.
• Genuine enthusiasm to work with your team to achieve collective goals in a timely way.
• A digital first mindset that will help us achieve companywide expectations and brand growth.
• A caring, positive attitude with a genuine desire to exceed our customers’ expectations.

Values we look for you to have:

• Process Excellence - Doing things well means something to you and you will always strive to improve on your work.
• Collaboration - You enjoy working with others and you like working as a team player.
• Communication - You can speak and write clearly and in a confident manner.
• Emotional Intelligence - You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
• Open-Mindedness - You are able to be open to different ways of thinking and new ideas.
• Critical Thinking - You are able to think logically when making decisions.
• Solution Orientation - Having a forward thinking mindset focused on resolving challenges.
• Entrepreneurship - Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset.

We’d love you to have …

• Working knowledge of Microsoft Office applications
• Some financial services experience.
• Knowledge of banking products
• Impeccable communication reflecting the ability to make in the moment decisions within the Contact Centre you will be operating within.

Our Benefits

• On-line recruitment process, with potential job offer within 24 hours
• Refer & Earn Scheme
• 28 days’ holiday (including bank holidays), increasing to 30 days following your 1-year service anniversary
• Length of Service and monthly recognition awardsOpportunities for career development and progression
• Employee welfare support with free access to our Mental Health Employee Assistance programme
• Pension Scheme

Something Extra

• Discounted holidays, flights and hotels
• Discounted utility bills
• Cineworld tickets - Up to 55% off
• Virgin Trains - 20% off
• Virgin Experience Days – 20% off
• 25% off O2 and 20% of EE Mobile Contracts
• Sony – 20% off Mobile Phones
• Ray-Ban – 20% off

Disclaimer

Teleperformance will never contact you about anything other than your application through our official channels - UK phone number, text or teleperformance.co.uk/talent.icims email addresses. If you receive any suspicious communications claiming to be from Teleperformance, please disregard them and report the incident to our team. Your security is our priority.