Customer Service Specialist
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Job Description
Customer Service Specialist resolving banking complaints for Teleperformance’s UK client. Delivering fair outcomes across phone, email, webchat, and social media.
Responsibilities:
- Handle customer complaints empathetically and clearly by phone or in writing
- Investigate complaints thoroughly and provide fair, transparent resolutions
- Identify root causes and collaborate across teams to prevent future problems
- Resolve complex issues and escalate when necessary
- Deliver customer service through telephone, email, webchat, and social media channels
- Use problem-solving skills to resolve customer queries and create positive experiences
- Support customers in accordance with regulatory requirements
- Learn and apply the client’s processes and products
- Work toward timely, accurate outcomes, targets, and deadlines
Requirements:
- At least one year’s experience in the banking or financial services industry, or experience as a complaint handler in regulated environments
- Experience writing final responses
- Ability to communicate clearly, fairly, and with impact
- Confidence and resilience when speaking to customers by phone or email
- Ability to work in fast-paced environments and embrace change
- Ability to work to targets and deadlines without compromising quality
- Sharp eye for detail and strong sense of fairness
- Ability to simplify complex issues and explain them clearly
- Ability to quickly grasp key regulations and understand how they shape decisions
- Empathy and ownership of the customer journey
- Professional, polite, and courteous telephone manner
- Ability to deliver excellent service with an outgoing nature
- Excellent verbal communication skills
- Good listening skills, with empathy, patience, and understanding
- Confidence and proactivity in difficult situations and conversations
- High levels of accuracy and attention to detail
- Motivation to work towards achievable targets
- Right to Work in the UK
- Successful completion of criminal record, credit, sanction, CIFAS, and other relevant pre-employment checks
- Candidates must meet specific language proficiency scores to proceed on the campaign
Benefits:
- Competitive pay with opportunities to grow and develop your career
- 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
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