Customer Service Specialist, Lloyds Banking Group (Personal - #2122424

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.

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

• 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