Job Description
CUSTOMER SERVICE REPRESENTATIVE
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: 22 June 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 07:00 - 23.00 Monday - Sunday
- Training: 2 weeks based in Glasgow, City Park.
- 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 will be invited to a short interview should your application be successful at the inital stage.
Your CV must demonstrated 1 year telephony experience in handling inbound telephone calls.
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