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Customer Service Representative - Lloyds Banking Group (Fraud) - Glasgow

TeleperformanceLarkhall, Lanarkshire, United Kingdom

2 days ago

Job type

Full-time

Permanent

Job description

CUSTOMER SERVICE SPECIALIST – 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 Fraud Team on the Lloyds Banking Division campaign.

Here is all you need to know…

Start Date : August 2025
Salary : £13.50 per hour, (extra £1p / h 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 10.00 - 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. Please note that this is following successful completion of all probation requirements.

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

Ability to educate our customers on how to protect themselves against Fraud

Previous banking / financial services experience is highly desired

Previous call centre / customer service experience is essential

What will my role involve…?

Answer inbound calls with enthusiasm and a desire to help out customers at the first point of contact

Raising scam and fraud cases for online and telephony banking across the Lloyds Banking Group portfolio

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

Investigation of pending payments with the aim to approve where there are no concerns of fraudulent activity, or scams

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 – Savings Discounts / Free Online Classes

Help@Hand - Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, 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 earns up to £1,200 for you

Monthly Wellbeing Webinars

Dedicated Employee Experience Progress – Here to support TP journey

28 day annual leave (inclusive of bank holidays), increasing with length of service

Discounted Bus Travel in Glasgow (First Bus)

Disclaimer Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through our official channels - UK phone number, text or Teleperformance or talent.icims email address. . If you receive any suspicious communications claiming to be from Teleperformance, please disregard them and report the incident to our team. Your security is our priority.

Disclaimer Please note, only candidates who meet specific language proficiency scores will be able to proceed on this campaign, this supersedes any other pass mark you may receive. Where you pass the assessment but not the above requirements we will endeavour to find other suitable roles for you however this may not be possible, in this instance we reserve the right to reject your application.

If you’re interested in joining us, APPLY TODAY to create your application and our recruitment team will be in touch with you within 48 hours, but please feel free to get in touch if you want to chat with our team sooner.

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Customer Service Representative • Larkhall, Lanarkshire, United Kingdom

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