Customer Service Specialist, Lloyds Banking Group; Personal Banking

CUSTOMER SERVICE SPECIALIST OFFICE BASED IN GLASGOW Teleperformance is a fast-paced contact centre employer who works alongside a number of household known clients to deliver world‑class customer service. We have a fantastic opportunity for an inbound customer‑service specialist for our Personal Banking line of business Lloyds Banking Division campaign.

• Start Date:
  
  February 2026
• Salary: £25396.80
• Job Type: Full Time Permanent
• Working Hours:
  
  40 hours per week (including training)
• Operational hours after training – full flexibility between 08:00–22:00 Monday‑Sunday
• Training: 2 weeks based in Glasgow, City Park.
• Training hours 09:00‑18:00 Monday‑Friday
• Joining the team: first 3 months working on‑site in Glasgow, then opportunity to choose on‑site or at‑home work depending on performance.

• A professional, polite and courteous telephone manner
• Ability to deliver excellent service with an 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 effectively problem‑solve
• Interpersonal skills
• Be driven to work towards achievable targets
• Excellent numeracy skills
• Previous banking/financial experience is highly desired but not essential
• Previous call‑centre/customer service experience is essential

• Process Excellence – doing things well and always striving to improve on your work
• Collaboration – enjoying teamwork and working well with others
• Communication – speaking and writing clearly and confidently
• Emotional Intelligence – empathising, being kind and working well with others
• Open‑Mindedness – openness to different ways of thinking and new ideas
• Critical Thinking – thinking logically when making decisions
• Solution Orientation – forward‑thinking mindset focused on resolving challenges
• Entrepreneurship – taking ownership, not fearing new tasks, developing and having a self‑driven mindset

• Answer inbound calls with enthusiasm and a desire to help customers at the first point of contact
• Support and provide a positive experience by helping customers with all aspects of their personal banking (e.g., bank transfers, direct debits, digital banking support)
• Help customers who may be going through financial difficulty and provide debit‑card support
• Promote channels such as Internet Banking and ensure customers are aware of and can access the bank’s complete range of services
• Problem‑solve – taking ownership of each query and ensuring it is resolved, making a real positive difference for customers
• Ensure all customers are supported in accordance with regulatory requirements that protect them
• Ensure all customer complaints are recorded in line with policy and, where possible, resolved at first touch, delivering an efficient outcome for the customer
• React quickly when the day gets busy and handle a wide variety of customers while managing time efficiently
• Confident in following banking processes and explaining these to customers

• Perks at Work – savings discounts / free online classes
• Help@Hand – savings discounts, podcasts, wellbeing resources, webinars, access to GPs, mental health support, 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 for the best of the best
• Refer‑A‑Friend – earn up to £1,200
• Monthly Wellbeing Webinars
• Dedicated Employee Experience Progress – support your Telperformance 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 – travel is more affordable at all times

Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through our official channels –…