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

Teleperformance; Beith; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Perks at Work

Cycle to Work Scheme

Pension

Holiday entitlement 28 days

Monthly Wellbeing Webinars

Job summary

Teleperformance is hiring a Customer Service Specialist for the Lloyds Banking Division campaign in Glasgow. The role is full-time and on-site with 40 hours per week, including training.

You will handle inbound banking queries, promote digital banking channels and ensure high-quality service for customers. We require at least one year of customer service experience, a professional telephone manner and strong numeracy.

Qualifications

• At least 1 year of experience in a customer service role.
• Excellent verbal communication skills; fluent in English.
• Able to work flexibly across 08:00–22:00, Monday to Sunday.

Responsibilities

• Answer inbound calls with enthusiasm and help customers at first contact.
• Support personal banking queries including transfers, debits and digital banking.
• Assist customers in financial difficulty and provide card support when needed.
• Promote Internet Banking and explain the bank's range of services.
• Resolve queries with ownership, ensuring first-touch resolution where possible.

Skills

Customer service

English communication

Telephone manners

Numeracy

Independent working

Job description

CUSTOMER SERVICE SPECIALIST – OFFICE BASED IN GLASGOW

Teleperformance is a fast-paced contact centre employer who works alongside a number of house-hold known clients to deliver world class customer service.

We have a fantastic opportunity for inbound customer service specialist for our Personal Banking line of business Lloyds Banking Division campaign.

Here is all you need to know…

• Start Date: Ongoing
• Salary: £26436.80
• Job Type: Full Time – Permanent
• Working Hours: 40 hours per week (including training)

• Operational hours after training - We require full flexibility between 08.00 - 22.00 Monday - Sunday

• Training: 2 weeks based in Glasgow, Cuprum Building (Argle Street City Centre)

• Training hours 09:00am – 18:00pm Monday – Friday

• Joining the team: First 3-months working on-site in Glasgow then opportunity to choose on-site or at-home working whichever suits you best dependent on performance.
• You must be able to demonstrate at least one years' experience in a customer service role. Please ensure that you upload your CV when requested during your application.

Who we are looking for…

• A professional, polite and courteous telephone manner
• Ability to deliver excellent service with 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 affectively 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 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 out customers at the first point of contact
• Supporting and providing a positive experience for all our customers by helping them with all aspects of their personal banking, for example: bank transfers, direct debits, and digital banking support
• Helping customers that may be going through financial difficulty and debit card support
• Promoting channels such as Internet Banking and ensuring that all customers are aware and have access to the Bank’s complete range of services
• Problem solving - taking ownership of each and every query and ensuring these are resolved, making a real positive difference for our customers
• Ensure that all customers are supported in accordance with all regulatory requirements which aim to protect our customers
• Ensure all customer complaints are recorded in line with policy and where possible resolved at first touch, delivering an efficient outcome for the customer
• Ability to react fast when the day gets busy and handle a wide variety of different customers – excellent time management
• Confident in following banking processes and explaining this to customer

Here are our key benefits…

• Perks at Work – Savings Discounts / Free Online Classes
• Help@Hand - Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, Legal Advice
• Critical Illness – 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 for you
• Monthly Wellbeing Webinars
• Dedicated Employee Experience Progress – Here to support TP 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 afforable, at all times