Job Description
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CUSTOMER SERVICE EXPERT
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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 Disputes Team on the Lloyds Banking Division campaign.
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Here is all you need to know…
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Start Date: November 2026
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Salary: £27,081.60 (enhanced rate applies between 9pm – 11pm)
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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 07: 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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Once you have applied, you will be sent an online assessment to complete. If successful you will be invited to a short interview should your application. P
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lease ensure you upload your CV when requested at the time of your application as you will be required to demonstarate minimum 1 year customer service experience.
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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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Experience in working with vulnerable customers
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Previous banking/ financial services experience is highly desired
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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 intellignt meaning you are able to empathise, be kind and be good with others.
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Open-mindedness – 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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Critical thinking – you are abl 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 owenership, 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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Follow Dispute processes to ensure customer satisfaction
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Objection handling whilst ensuring the customer that we are here to help them and keep their account secure
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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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Work with vulnerable customers, and helping to resolve complex cases
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Confident in following banking processes and being able to clearly explain these to our customer
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Here are our key benefits…
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Perks at Work –
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