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

Teleperformance; Falkirk; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading customer service firm is seeking an inbound Customer Service Specialist, based in Glasgow. This full-time permanent role involves supporting customers with personal banking needs, ensuring compliance with regulatory standards, and promoting various banking channels. Ideal candidates should possess excellent communication skills, attention to detail, and a proactive approach in problem-solving. This position also offers various perks including discounts, annual leave, and support for your career journey.

Benefits

Savings Discounts

Wellbeing Resources

Workplace Pension

28 days annual leave

Refer-A-Friend bonus

Qualifications

• Fluency in English essential.
• Professional, polite and courteous telephone manner.
• Driven to achieve targets.

Responsibilities

• Answer inbound calls and assist customers with banking needs.
• Promote banking channels to customers.
• Ensure compliance with regulatory requirements.

Skills

Excellent verbal communication skills

Confident in dealing with difficult situations

High levels of accuracy and attention to detail

Previous call centre/customer service experience

Self-motivated and problem solving

Numeracy skills

Job description

Overview

CUSTOMER SERVICE SPECIALIST - OFFICE BASED IN GLASGOW

Teleperformance is a fast-paced contact centre employer who works alongside a number of well-known clients to deliver world class customer service. We have a fantastic opportunity for an inbound customer service specialist for our Personal Banking Lloyds Banking Division campaign.

Role details

• Start Date: October/November 2025
• Salary: £12.21 per hour
• Job Type: Full Time - Permanent
• Working Hours: 40 hours per week (including training) with operational hours after training from 08:00 to 22:00, Monday to Sunday
• Training: 2 weeks based in Glasgow, City Park
• Training hours: 09:00–18:00, Monday to Friday
• Joining the team: First 3 months on-site in Glasgow, then option to choose on-site or at-home working depending on performance

What 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 essential
• A good listener who can convey empathy, patience and understanding
• Confident and proactive in dealing 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
• Driven to work towards achievable targets
• Excellent numeracy skills
• Previous banking/financial experience is highly desirable but not essential
• Previous call centre/customer service experience is essential

Values we look for

• Process Excellence – Doing things well and continuously improving your work
• Collaboration – Enjoy working with others and as part of a team
• Communication – Speak and write clearly and confidently
• Emotional Intelligence – Be empathetic, kind and able to work well with others
• Open-Mindedness – Be open to different ways of thinking and new ideas
• Critical Thinking – Think logically when making decisions
• Solution Orientation – Focus on resolving challenges
• Entrepreneurship – Taking ownership, developing and being self-driven

Role responsibilities

• 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 assisting with personal banking needs (e.g., bank transfers, direct debits, digital banking support)
• Assist customers experiencing financial difficulty and provide debit card support
• Promote channels such as Internet Banking and ensure customers have access to the Bank's full range of services
• Problem solving – take ownership of each query and ensure resolution
• Ensure compliance with regulatory requirements to protect customers
• Record and resolve customer complaints at first touch where possible
• Adapt to busy days and manage time effectively to handle a variety of customers
• Follow banking processes and explain them to customers

Benefits

• Perks at Work – Savings Discounts / Free Online Classes
• Savings Discounts / Podcast / Wellbeing Resources / Webinars / Access to GP, Mental Health, Financial and 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
• Refer-A-Friend earns up to £1,200
• Monthly Wellbeing Webinars
• Dedicated Employee Experience Progress – Support for Teleperformance journey
• 28 days annual leave (inclusive of bank holidays), increasing with length of service
• Discounted bus travel in Glasgow (First Bus)No peak rail fares

Disclaimer

Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through our official channels — UK phone number, text or Teleperformance or talent.icims email address. 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.

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. Where 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. You are welcome to chat with our team sooner.