Customer Service Specialist, Lloyds Banking Group (Personal

Job Description

To be considered for an interview, please make sure your application is full in line with the job specs as found below.

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 Personal Banking line of business Lloyds Banking Division campaign.

Here is all you need to know…

• 
  
• 
  Start Date: Ongoing

Salary: £26436.80

Job Type: Full Time – Permanent

Working Hours: 40 hours per week (including training)

• 
  
• 
  Operational hours after training -  We require full flexibility between 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 must be able to demonstrate at least one years' experience in a customer service role. Please ensure that you upload your CV when requested during your application.

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

Previous banking/ financial experience is highly desired but not essential

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

Open-Mindedness- You are able to be open to different ways of thinking and new ideas.

Critical Thinking- You are able to think logically when making decisions.

Solution Orientation- Having a forward thinking mindset focused on resolving challenges.

Entrepreneurship- Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset. xwzovoh

What will my role involve…?

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

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

Confident in following banking processes and explaining this to customer

Here are our key benefits…

• 
  
• 
  Perks at Work – Savings Discounts / Free Online Classes

- 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