Customer Service Specialist, Lloyds Banking Group (Personal Banking) - GLASGOW

Teleperformance; Ayr; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading contact centre employer is seeking an inbound customer service specialist for the Personal Banking division. The role requires excellent communication skills and the ability to provide exceptional customer service. Responsibilities include answering customer inquiries, assisting with banking tasks, and promoting digital banking services. The ideal candidate will have previous call center experience and be self-motivated. This full-time position offers competitive pay and a range of benefits including 28 days of annual leave.

Benefits

Savings Discounts

Wellbeing Resources

Critical Illness cover up to £10,000

Cycle to Work Scheme

Holiday Purchase Scheme

28 days annual leave including bank holidays

Qualifications

• Professional, polite, and courteous telephone manner.
• Ability to deliver excellent service.
• Self-motivated and able to effectively problem solve.
• Previous call centre/customer service experience is essential.

Responsibilities

• Answer inbound calls with enthusiasm and a desire to help customers.
• Support customers with personal banking tasks.
• Assist customers in financial difficulty.
• Promote Internet Banking channels.
• Ensure compliance with regulatory requirements.
• Record customer complaints in line with policy.

Skills

Excellent verbal communication skills, fluent in English

Empathy and patience

Problem solving

Interpersonal skills

Ability to work independently

Attention to detail

Numeracy skills

Job description

Overview

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 specialist for our Personal Banking Lloyds Banking Division campaign.

Here is all you need to know

• Start Date: October/November 2025
• Salary: £12.21 per hour
• Job Type: Full Time - Permanent
• Working Hours: 40 hours per week (including training)

• Operational hours after training: 08:00 - 22:00 Monday - 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 to choose on-site or at-home working 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
• Confident in having customer conversations
• High levels of accuracy and attention to detail
• Confident in working independently
• Confident in making complex decisions
• Self-motivated and able to effectively problem solve
• Interpersonal skills
• Be driven to work towards achievable targets
• Excellent numeracy skills
• Previous banking/financial experience is highly desired but not essential
• Previous call centre/customer service experience is essential

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.

What will my role involve?

• Answer inbound calls with enthusiasm and a desire to help customers at the first point of contact
• Support and provide a positive experience for all customers by helping with personal banking tasks (e.g., bank transfers, direct debits, digital banking support)
• Assist customers who may be going through financial difficulty and provide debit card support
• Promote channels such as Internet Banking and ensure customers have access to the Bank\'s complete range of services
• Problem solving – take ownership of each query and ensure it is resolved, delivering a positive difference for customers
• Ensure all customers are supported in accordance with regulatory requirements to protect customers
• Record customer complaints in line with policy and resolve at first touch where possible
• Ability to react quickly when busy and handle a wide variety of customers with good time management
• Confident in following banking processes and explaining them to customers

Here are our key benefits

• Perks at Work – Savings Discounts / Free Online Classes
• Savings Discounts / Podcast / Wellbeing Resources / Webinars / Access to GP services, Mental Health Support, Financial Advice, 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 – For the best of the best
• Refer-A-Friend earns up to £1,200
• Monthly Wellbeing Webinars
• Dedicated Employee Experience Progress – Support throughout Teleperformance journey
• 28 day annual leave (inclusive of bank holidays), increasing with length of service
• Discounted Bus Travel in Glasgow (First Bus)
• No peak rail fares – travel is more affordable, at all times

Disclaimer Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through our official channels. If you receive any suspicious communications claiming to be from Teleperformance, please disregard and report the incident. Your security is our priority.

Disclaimer Please note, only candidates who meet specific language proficiency scores will be able to proceed on this campaign. This supersedes any other pass mark you may receive. If you pass the assessment but do not meet the above requirements, we will endeavour to find other suitable roles; however this may not be possible. We reserve the right to reject your application.

If you\'re interested in joining us, APPLY TODAY to create your application and our recruitment team will be in touch within 48 hours. Feel free to contact us if you want to chat with our team sooner.