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Inbound Customer Service Specialist (Personal Banking) – Teleperformance (Glasgow, UK)
Job Overview
Teleperformance Ltd is hiring full-time Inbound Customer Service Specialists for its Personal Banking division, supporting the Lloyds Banking Group campaign from its contact center in Glasgow, United Kingdom.
This permanent role centers on providing first-contact resolution and empathetic, high-quality assistance to retail banking customers.
Key responsibilities and operational details include:
- Customer Support Operations: Managing incoming calls regarding everyday banking needs—including funds transfers, Direct Debit setup, digital banking troubleshooting, financial hardship inquiries, and debit card security.
- Complaints & Problem Resolution: Taking ownership of end-to-end customer issues, accurately logging feedback, and aiming for immediate resolution while adhering strictly to financial conduct regulations.
- Digital Promotion: Assisting customers with navigating online and mobile banking platforms to enhance self-service awareness.
- Working Structure:
- Start Date: 17 August 2026.
- Contract & Hours: Full-time (40 hours per week) with full operational flexibility required across Monday through Sunday.
- Training Period: 2 weeks of mandatory on-site training at the City Park office in Glasgow (Monday–Friday, 9:00 AM – 6:00 PM).
- Location Progression: Initial 3 months are strictly office-based in Glasgow. Following the probation period, performance-based hybrid/work-from-home options become available.
About Us
Teleperformance is a global leader in outsourced customer experience (CX) management, employing hundreds of thousands of team members across dozens of countries. The Glasgow City Park facility works in partnership with household financial institutions—such as Lloyds Banking Group—to deliver regulated, secure, and customer-focused contact center solutions.
Website Link: https://www.tp.com/en-us/
Key Requirements & Qualifications
- Customer Service Track Record: Minimum of 1 year of documented customer service experience (call center experience is strongly preferred; prior banking experience is a distinct advantage).
- Communication Skills: Fluency in English with an articulate, polite, and reassuring telephone manner.
- Technical & Numerical Aptitude: Strong attention to detail, comfort with processing complex numerical figures, and confidence using multi-screen computer systems.
- Soft Skills & Values: High emotional intelligence, active listening, problem-solving mindset, resilience during difficult conversations, and adherence to process excellence.
Role Benefits & Perks
- Competitive Salary: £26,436.80 per annum (fixed starting compensation).
- Wellness & Healthcare: Access to the Help@Hand app (GP services, mental health counseling, legal/financial advice) and Critical Illness coverage (up to £10,000).
- Perks & Discounts: Perks at Work scheme offering retail discounts, free online classes, and eyecare support vouchers.
- Financial & Work-Life Support: Workplace pension, Cycle to Work scheme, and a Holiday Purchase Scheme.
- Recognition & Rewards: Monthly Inspire Awards, length-of-service recognition, and a Refer-a-Friend scheme paying up to £1,200 per successful referral.
Salary Insight
- Base Compensation: £26,436.80 per year for a standard 40-hour work week (equivalent to ~£12.71 per hour), fully paid during the initial 2-week training period.
Career Guide Tips for Contact Center Specialists
- Emphasize First-Contact Resolution (FCR): Banking customers value fast, accurate assistance without being transferred unnecessarily—focus on active listening and taking full ownership of queries.
- Understand FCA Regulations: Familiarize yourself with basic Financial Conduct Authority (FCA) principles, such as Treating Customers Fairly (TCF) and handling vulnerable customers with care.
- Build Multi-Tasking Comfort: Practice speaking comfortably on the phone while actively navigating internal databases and logging accurate notes.
How to Prepare a CV for This Position
- Quantify Customer Service Experience: Explicitly state time spent in customer-facing roles, call volumes handled daily, or customer satisfaction (CSAT) scores achieved.
- Highlight Soft Skills & Problem Solving: Include concrete examples of conflict resolution, empathy in sensitive situations, and adaptability in fast-paced environments.
- Ensure Clean Formatting: Upload your resume as a clean PDF or Word document, ensuring all employment dates are clearly visible to confirm the required 1+ years of experience.
How to Prepare for the Interview
- Expect Behavioral Questions: Prepare specific scenarios demonstrating patience, handling angry or vulnerable callers, and resolving complex accounts problems.
- Align with Core Values: Review Teleperformance’s core principles—Process Excellence, Collaboration, Emotional Intelligence, and Critical Thinking.
- Practice Active Listening: During telephone or video screenings, speak at an even pace, confirm details clearly, and show genuine interest in helping people manage their personal finances.
Top 3 Interview Questions & How to Answer Them
1. “Can you give an example of a time you had to de-escalate a call with a frustrated customer?”
- Explain how you listened without interrupting, validated the customer’s feelings using empathy, took accountability for finding a solution, and followed up to ensure a positive resolution.
2. “How do you ensure accuracy and attention to detail when dealing with sensitive account information under high call volumes?”
- Discuss your focus on active verification steps, double-checking account numbers or transaction details before finalizing, and following standard operational procedures methodically.
3. “Why do you want to work on a personal banking campaign specifically?”
- Highlight your desire to help people navigate vital, everyday financial matters, your respect for brand trust, and your ambition to build a long-term career within the financial services contact center sector.
How to Apply
To submit an application:
- Apply directly through the Teleperformance Careers Portal or verified UK job boards.
- Complete the online application form and upload an updated CV highlighting your customer service history.
- Ensure you are available to commit to the 17 August 2026 start date and complete the initial 2-week training in Glasgow.
Disclaimer
This job summary is an independent document created for educational, career preparation, and guidance purposes only. It is not an official job offering or contract from Teleperformance Ltd or Lloyds Banking Group. Compensation figures, schedules, and role requirements remain subject to change by the employer.