Job Description
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CUSTOMER SERVICE SPECIALIST – OFFICE BASED IN GLASGOW
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Teleperformance is a fast-paced contact centre employer who works alongside a number of house-hold known clients to deliver world class customer service.
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We have a fantastic opportunity for inbound customer service specialist for our Personal Banking line of business Lloyds Banking Division campaign.
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Here is all you need to know…
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Start Date: Ongoing
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Salary: £26436.80
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Job Type: Full Time – Permanent
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Working Hours: 40 hours per week (including training)
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Operational hours after training – We require full flexibility between Monday – Sunday
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Training: 2 weeks based in Glasgow, Cuprum Building (Argle Street City Centre)
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Training hours 09:00am – 18:00pm Monday – Friday
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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.
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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.
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Who we are looking for…
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A professional, polite and courteous telephone manner
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Ability to deliver excellent service with outgoing nature
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Excellent verbal communication skills, with fluency in English essential
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A good listener who can convey empathy, patience and understanding
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Confident and proactive to deal with difficult situations and conversations
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Confident in having customer conversations
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High levels of accuracy and attention to detail
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Confident in working independently
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Confident in making complex decisions
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Self-motivated and able to affectively problem solve
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Interpersonal skills
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Be driven to work towards achievable targets
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Excellent numeracy skills
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Previous banking/ financial experience is highly desired but not essential
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Previous call centre/ customer service experience is essential
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Values we look for you to have…
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Process Excellence- Doing things well means something to you and you will always strive to improve on your work.
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Collaboration- You enjoy working with others and you like working as a team player.
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Communication- You can speak and write clearly and in a confident manner.
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Emotional Intelligence- You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
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Open-Mindedness- You are able to be open to different ways of thinking and new ideas.
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Critical Thinking- You are able to think logically when making decisions.
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Solution Orientation- Having a forward thinking mindset focused on resolving challenges.
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Entrepreneurship- Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset.
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What will my role involve…?
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Answer inbound calls with enthusiasm and a desire to help out customers at the first point of contact
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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
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Helping customers that may be going through financial difficulty and debit card support
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Promoting channels such as Internet Banking and ensuring that all customers are aware and have access to the Bank’s complete range of services
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Problem solving – taking ownership of each and every query and ensuring these are resolved, making a real positive difference for our customers
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Ensure that all customers are supported in accordance with all regulatory requirements which aim to protect our customers
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Ensure all customer complaints are recorded in line with policy and where possible resolved at first touch, delivering an efficient outcome for the customer
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Ability to react fast when the day gets busy and handle a wide variety of different customers – excellent time management
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Confident in following banking processes and explaining this to customer
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Here are our key benefits…
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Perks at Work – Savings Discounts / Free Online Classes
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Help@Hand – Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, Legal Advice
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Critical Illness – up to £10,000
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Cycle to Work Scheme
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Eyecare support voucher
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Holiday Purchase Scheme
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Length of Service Awards
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Workplace Pension
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Monthly Inspire Awards – For the best of the best
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Refer-A-Friend earns up to £1,200 for you
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Monthly Wellbeing Webinars
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