Customer Service Specialist, Lloyds Banking Group (Personal (Glasgow)

Job Description

CUSTOMER SERVICE SPECIALIST - OFFICE BASED IN GLASGOW

Ensure you read the information regarding this opportunity thoroughly before making an application.\n

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, City Park.
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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. xohmjla
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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 aim to protect our customers
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• Ensure all customer complaints are recorded in line with policy and where possible resolved at first touch, delivering an efficient outcome for the customer
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• Ability to react fast when the day gets busy and handle a wide variety of different customers - excellent time management
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• Confident in following banking processes and explaining this to customer
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Here are our key benefits

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• Perks at Work - Savings Discounts / Free Online Classes
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• - Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GP's, Mental Health Support, Financial Advice, Legal Advice
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• Critical Illness - up to £10,000
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• Cycle to Work Scheme
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• Eyecare support voucher
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• Holiday Purchase Scheme
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• Length of Service Awards
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• Workplace Pension
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• Monthly Inspire Awards - For the best of the best
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• Refer-A-Friend earns up to £1,200 for you
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• Monthly Wellbeing Webinars
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• Dedicated Employee Experience Progress
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