Customer Service Representative - Lloyds Banking Group (Disputes) - Glasgow
Teleperformance
£13.50 per hour
Bellshill, Lanarkshire, ML4, United Kingdom
Full time
The Breakroom Take
- Respectful managers
- Proper breaks
About Teleperformance
Teleperformance is an outsourcing company. They provide debt collection, customer care and technical support services.
Job description from Teleperformance
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 Disputes Team on the Lloyds Banking Division campaign.
Here is all you need to know…
- 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 - We require full flexibility between 07:00 - 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 dependent on performance.
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
- Experience in working with vulnerable customers
- Previous banking/ financial services experience is highly desired
- Previous call centre/ customer service experience is essential
What will my role involve…?
- Answer inbound calls with enthusiasm and a desire to help out customers at the first point of contact
- Follow Dispute processes to ensure customer satisfaction
- Objection handling whilst ensuring the customer that we are here to help them and keep their account secure
- 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
- Work with vulnerable customers, and helping to resolve complex cases
- Confident in following banking processes and being able to clearly explain these to our 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 – 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)
If you’re interested in joining us, APPLY TODAY to create your application and our recruitment team will be in touch with you within 48 hours, but please feel free to get in touch if you want to chat with our team sooner.
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What employees say
Pay
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Needs improving
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Most people aren’t paid a living wage
Do Teleperformance pay customer service advisors enough to live on?
Most people are not paid a living wage.
How we know this
78% of people say they are paid below the Real Living Wage for where they live.Based on data from 49 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
Everyone should be paid enough to live on.
The Real Living Wage is a voluntary rate employers can sign up to that is based on the real cost of living.
The current rates are £12.60 per hour, and £13.85 per hour in London.
Find out more in our explainer about the Real Living Wage.
Needs improving
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Most people are paid below market rates
Do Teleperformance pay customer service advisors market rates?
Most people are paid less than average for their job.
How we know this
89% of people are paid below average for the type of work they do.Based on data from 66 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
Pay can vary a lot between types of job. Employers should be ensuring that the rates their staff are paid are in line with similar roles elsewhere.
Needs improving
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Most people don’t get paid breaks
Do customer service advisors at Teleperformance get paid breaks?
No. Most people don’t get paid breaks.
How we know this
94% of people say they don’t get paid breaks.Based on data from 65 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
A good job should have paid breaks.
You should be paid for all your time at work, whether you’re on a break or not.
Needs improving
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Most people don’t get sick pay
Do Teleperformance pay customer service advisors sick pay?
No. Most people don’t get proper sick pay.
How we know this
98% of people say they wouldn’t get paid if they were sick but scheduled to work.Based on data from 59 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
Everyone gets sick sometimes. You should be able to take time off without worrying.
At a good job you should still get paid if you’re scheduled to work but can’t due to sickness. Your contract should say how many sick days you can take each year.
This is more than the legal minimum, which says you should only get paid if you are unwell for 4 full days. See Citizens Advice for more details.
Good
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Most people don’t do unpaid extra work
Do customer service advisors at Teleperformance do extra work that they don't get paid for?
Rarely. Most people don’t do unpaid extra work.
How we know this
67% of people report that they don’t do extra unpaid work.Based on data from 52 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
Everyone should get paid for any extra work they do, even if it is outside your contracted hours. At a good job, you should be paid for all the time you spend at work.
Hours and flexibility
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Needs improving
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Less than 4 weeks notice of shifts
How much notice do customer service advisors get of their shift pattern at Teleperformance?
Most people don’t get 4 weeks notice of when they’re working.
How we know this
- 24% of people with changing schedules report getting one week notice or less.
- 27% of people with changing schedules report getting two weeks notice.
- 24% of people with changing schedules report getting three weeks notice.
- 25% of people with changing schedules report getting four weeks notice or more.
Based on data from 51 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
At a good job, you get plenty of notice about when you’re working.
This makes it easy for you to plan the rest of life, as well as your finances, because you know how much you’ll be working and when.
Good
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Most people don’t worry about their hours
Do customer service advisors at Teleperformance worry about hours?
Most people don’t worry about getting enough hours.
How we know this
100% of people report they don’t worry about getting enough hours.Based on data from 47 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
At a good job, you shouldn’t have to worry about getting enough hours each week.
A good job should guarantee you a minimum number of hours in a contract, if you want it.
This makes it easier to plan your finances, because you know how much you’ll be earning.
Needs improving
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Most people don’t get any choice of shifts
Do customer service advisors at Teleperformance get to choose the shifts they work?
Most people don’t get enough choice over which shifts they work.
How we know this
72% report that their manager doesn’t give them enough choice over which shifts they work.Based on data from 58 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
A good job is flexible around your personal life. This means you get a say in when you prefer to work.
Needs improving
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Hard to change shifts
How easy is it for customer service advisors at Teleperformance to change shifts?
Most people find it hard to change shifts.
How we know this
76% of people report that it’s hard to change shifts if they need to.Based on data from 34 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
A good job is flexible around your personal life. It should be easy to change a shift if you need to, whether that’s in an emergency or for planning ahead.
Okay
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Can be hard to book holiday
How easy is it for customer service advisors to book a holiday at Teleperformance?
Some people find it hard to book holiday.
How we know this
57% of people report it’s hard to book holidays.Based on data from 47 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
A good job should let you take time off when you need it, and it shouldn’t be a nightmare to arrange.
Good
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Shifts don’t get changed at short notice
Do Teleperformance managers change customer service advisors shifts at short notice?
Most managers don’t change people’s shifts at short notice.
How we know this
94% of people say their manager doesn’t changes their shifts at the last minute.Based on data from 54 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
If your manager is often changing your shifts at short notice that’s a sign of poor planning. At a good job you won’t be messed around at the last minute.
Okay
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Some people find it hard to take sick leave
How easy is it for customer service advisors to take sick leave at Teleperformance?
Some people find it hard to take sick leave.
How we know this
54% of people report that it’s hard to take time off if they are sick.Based on data from 52 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
Everyone gets sick sometimes. You should be able to take time off when you need to.
A good job should support you when you’re unwell and have systems in place that will allow you to take time off to recover when you need it.
Okay
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Only some parents say it’s good
Is working as customer service advisors at Teleperformance good if you have caring responsibilities?
Only some parents and carer say this is a good place to work.
How we know this
60% of people who care for a child or other relative report this isn’t a good place to work.Based on data from 30 people who took the Breakroom Quiz between March 2023 and January 2025.
Why this matters
Whether it’s looking after children or caring for a relative, a good job should support your responsibilities outside of work.
Workplace
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Good
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Most people feel treated with respect
Do customer service advisors at Teleperformance feel treated with respect by their managers?
Most people feel treated with respect by their managers.
How we know this
70% of people say they’re treated with respect by their managers.Based on data from 53 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
Everyone should get treated with respect by their managers. You shouldn’t feel discriminated against or bullied, and if you have a problem you should be able to speak to someone about it.
Good
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Most people get proper breaks
Do customer service advisors at Teleperformance get proper breaks?
Most people get proper breaks.
How we know this
81% of people report that they get to take proper breaks.Based on data from 58 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
When you take a break it should be a proper rest. It should last the full duration and you shouldn’t get pulled off it.
Needs improving
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Most people are stressed
Is it stressful for customer service advisors to work at Teleperformance?
Most people feel stressed here.
How we know this
77% of people say they often feel stressed at work.Based on data from 62 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
Work isn’t always easy, but if you’re frequently feel stressed, that’s not good.
Your employer should support you with enough people and resources to get your job done without feeling overwhelmed.
Needs improving
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Most people don’t enjoy their job
Do customer service advisors at Teleperformance enjoy their jobs?
Most people don’t enjoy their job.
How we know this
69% of people report they don’t enjoy their job.Based on data from 52 people who took the Breakroom Quiz between April 2024 and April 2025.
Okay
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Only some people recommend their team
Do customer service advisors at Teleperformance recommend working with their team?
Only some people recommend working with their team.
How we know this
61% of people report that they wouldn’t recommend working with their immediate team to a friend.Based on data from 66 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
A good job means enjoying the place where you work.
The people you work with every day really matter. They can be the difference between a terrible day and a great one.
If you’d recommend your team to a friend, this shows that something’s going right.
Okay
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Only some people get enough training
Do customer service advisors get enough training when they start at Teleperformance?
Some people didn’t get enough training when they started.
How we know this
46% of people report they didn’t get enough training when they started working here.Based on data from 52 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
A good job should give you good training when you start, not just drop you in at the deep end.
This means that you’ll be happier and more productive from day one and shows that your employer values you.
It’s also very important if your job involves anything that could be dangerous. Good training from the outset keeps you and your team safe.
Okay
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Only some people get support to progress
Are customer service advisors given support to progress at Teleperformance?
Only some people are given support to progress here.
How we know this
In the last year, 61% of people report not being given an opportunity to get better at their job, learn a new skill, learn to manage a team or get more responsibility in their role.Based on data from 51 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
A good job should help you progress at work, if you want to. That might be supporting you to get better at the job you currently have, learn something new, manage a team or take on more responsibilities.
This means you’ll be able to build on your skills and experience, and earn more money.
Needs improving
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Head office doesn’t understand what’s happening
Do customer service advisors think Teleperformance head office understands what's happening where they work?
Most people think head office doesn’t understand what’s happening where they work.
How we know this
80% of people think that this employer’s head office or owners don’t have a good understanding of what’s really happening where they work.Based on data from 50 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
At a good job, the role of head office should be to support the people on the frontline serving customers.
To do that properly, the company’s owners or head office need to have a good understanding of what’s really happening on the frontline. This is especially important when a company owns multiple locations.
Okay
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Only some people feel well informed by head office
Do customer service advisors feel well informed about how Teleperformance is doing?
Only some people feel well informed about how the company is doing.
How we know this
50% of people feel that they aren’t kept well informed about how the company is doing as a whole.Based on data from 56 people who took the Breakroom Quiz between April 2024 and April 2025.
Why this matters
At a good job, there should be a supportive relationship between the people working on the frontline serving customers and the people who own the company or work in head office.
You should be kept informed about how the company is doing as a whole, both in good times and when things get tough for the business.
What Teleperformance employees say about their job
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Best thing
Work from home
Worst thing
Horrible shift patterns
Customer service advisor at Teleperformance, March 2025
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Best thing
I work from home
Worst thing
The difficult and abusive customers
Customer service advisor at Teleperformance, November 2024
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