Customer Service Representative - Lloyds Banking Group; Fraud

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 specialists for our Fraud Team on the Lloyds Banking Division campaign.

• Start Date:
  
  June 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 – 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 depending on performance.

• 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

• Answer inbound calls with enthusiasm and a desire to help customers at the first point of contact
• Raise scam and fraud cases for online and telephony banking across the Lloyds Banking Group portfolio
• Handle objections while ensuring the customer that we are here to help them and keep their account secure
• Investigate pending payments with the aim to approve where there are no concerns of fraudulent activity, or scams
• Support and provide a positive experience for all customers by helping them with bank transfers, direct debits, and digital banking support
• Help customers that may be going through financial difficulty and debit card support
• Promote channels such as Internet Banking and ensure all customers are aware of and have access to the Bank’s complete range of services
• Problem‑solve – take ownership of each and every query and ensure they are resolved, making a real positive difference for our customers
• Ensure that all customers are supported in accordance with all regulatory requirements aimed to protect our customers
• Record all customer complaints in line with policy and, where possible, resolve at first touch to deliver an efficient outcome for the customer
• React quickly when the day gets busy and handle a wide variety of different customers – excellent time management
• Work with vulnerable customers and help resolve complex cases
• Confidently follow banking processes and be able to clearly explain them to the customer

• Perks at Work – Savings discounts, free online classes
• Help@Hand – Savings discounts, podcasts, wellbeing resources, 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)