Full job description

CUSTOMER SERVICE EXPERT






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 Disputes Team on the Lloyds Banking Division campaign.




Here is all you need to know…
*Start Date: November 2026

*Salary: £27,081.60 (enhanced rate applies between 9pm – 11pm)

*Job Type: Full Time – Permanent

*Working Hours: 40 hours per week (including training)

*Operational hours after training - We require full flexibility between 07: 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.

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


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.




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

*Experience in working with vulnerable customers

*Previous banking/ financial services experience is highly desired

*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 intellignt meaning you are able to empathise, be kind and be good with others.

*Open-mindedness - you possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.

*Critical thinking - you are abl to think logically when making decisions

*Solution Orientation - having a forward thinking mindset focused on resolving challenges

*Entrepreneurship - taking owenership, 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

*Follow Dispute processes to ensure customer satisfaction

*Objection handling whilst ensuring the customer that we are here to help them and keep their account secure

*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

*Work with vulnerable customers, and helping to resolve complex cases

*Confident in following banking processes and being able to clearly explain these to our customer





Here are our key benefits…




*Perks at Work –