Customer Service Representative

• Contract: Permanent
• Start Date: Immediate and ongoing start dates
• Hours of Work: 37.5 hours per week. 8am to 7pm Mon to Fri and 9-1pm Sat
• Training: 2 Days, 9am to 5:00 pm
• Salary: Ã‚£18,525
• Location: Glasgow City Park

Background Check Required (completed by Teleperformance)

Is this role right for you? 

• Do you have a passion for helping others?
• Do you have the ability to deliver a first-class customer experience?
• Would you enjoy being part of a highly engaged and compassionate team that represents one of the one of our key clients?

If you can answer Ã¢â‚¬ËœYES’ to these questions, then we’d love to hear from you!

This is an important key worker role, whereby you ARE making a difference.

Tasks/responsibilities

• Maintain a high level of World Class Service in a fast-paced environment. Taking ownership of resolving Customers queries and concerns at first point of contact to prevent escalations and ensure Customer retention
• Tailor conversations both verbally and in writing to support members who may require additional support
• Any concerns that can’t be resolved at first point of contact to be escalated using the correct process to the relevant teams
• Collate and review medical information correctly and work with other team members to ensure the right outcome has been delivered and TCF applied
• Flexibility to work a variety of hours in line with customer needs and work volumes, achieving set targets for productivity and quality and contributing towards achieving the overall CSD service standards
• Responsibility for regularly updating own knowledge on FSA regulations, company products, processes and procedures in order to provide the best, accurate customer information at all times and fulfil our regulatory requirements.
• Share knowledge with team members in a timely and efficient manner in order to support and develop them.
• Undertake administrative tasks as necessary to maintain the smooth running of the department.
• Relay customer feedback, process issues and areas for improvement making recommendations where appropriate
• Maintain complete and accurate records to ensure continuity of service for the customer and to facilitate production of MI

Who are we?

Teleperformance is the Worldwide leader in multichannel customer experience management. We work on behalf of prominent brands throughout the globe to deliver great customer service and solutions on their behalf. We’ve been doing this since 1978, and every year we interact with more than 35% of the world population. We are in 80 countries, serving 170+ markets, employing 300,000 interaction experts worldwide, speaking 265 languages and dialects.

We are experts in people interactions, and this gives us the edge in delivering superior customer experience in every contact. We constantly invest in research and development and get a deeper understanding of customer’s thoughts, behaviours and needs, across different countries, industries, channels, and generations. Our knowledge, technology, and market expertise, built through years of experience, allow us to successfully provide unique interactions all over the world.

What we offer

• Comprehensive initial training.
• Employee recognition schemes
• On-going coaching and development and genuine opportunities to develop your career with the company’s management programmes
• Discounts on top retail brands
• 28 days’ holiday inclusive of bank holidays, rising to 30 from year 2
• Pension Scheme
• Sports & Social Scheme
• Refer a friend scheme – Up to £900 for each individual referred
• Employee benefits programme which includes discounted holidays, flights and hotels, discounted utility bills and discounted cinema tickets.