Customer Service Specialist, Lloyds Banking Group; Personal

Position: Customer Service Specialist, Lloyds Banking Group (Personal
Location: Glasgow

Job Description

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CUSTOMER SERVICE SPECIALIST – OFFICE BASED IN GLASGOW

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Teleperformance is a fast-paced contact centre employer who works alongside a number of house-hold known clients to deliver world class customer service.

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We have a fantastic opportunity for inbound customer service specialist for our Personal Banking line of business Lloyds Banking Division campaign.

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Here is all you need to know…

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Start Date:

Ongoing

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Salary: £26436.80

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Job Type: Full Time – Permanent

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Working Hours:

40 hours per week (including training)

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Operational hours after training
- We require full flexibility between Monday
- Sunday

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Training: 2 weeks based in Glasgow, Cuprum Building (Argle Street City Centre)

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Training hours 09:00am – 18:00pm Monday – Friday

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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.

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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.

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Who we are looking for…

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A professional, polite and courteous telephone manner

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Ability to deliver excellent service with outgoing nature

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Excellent verbal communication skills, with fluency in English essential

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A good listener who can convey empathy, patience and understanding

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Confident and proactive to deal with difficult situations and conversations

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Confident in having customer conversations

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High levels of accuracy and attention to detail

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Confident in working independently

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Confident in making complex decisions

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Self-motivated and able to affectively problem solve

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Interpersonal skills

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Be driven to work towards achievable targets

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Excellent numeracy skills

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Previous banking/ financial experience is highly desired but not essential

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Previous call centre/ customer service experience is essential

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Values we look for you to have...

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Process Excellence
- Doing things well means something to you and you will always strive to improve on your work.

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Collaboration
- You enjoy working with others and you like working as a team player.

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Communication
- You can speak and write clearly and in a confident manner.

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Emotional Intelligence
- You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.

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

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

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

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

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What will my role involve…?

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

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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

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Helping customers that may be going through financial difficulty and debit card support

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Promoting channels such as Internet Banking and ensuring that all customers are aware and have access to the Bank’s complete range of services

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Problem solving - taking ownership of each and every query and ensuring these are resolved, making a real positive difference for our customers

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Ensure that all customers are supported in accordance with all regulatory requirements which…