Senior Customer Service Advisor

Lloyds Banking Group; Manchester; On-site; GBP 23,000 - 24,000

Job description

Start Date - 30/08/2023

Do you want the opportunity to make a significant difference to someone's life?

You will be the person that our customers remember helping them through one of the hardest times of their life.

As the UK's largest retail and commercial bank, Lloyds Banking Group has a footprint that touches nearly every household in Britain. That gives us a big responsibility to support the communities we serve - especially our vulnerable customers.

Whether it be dealing with bereavement, cancer diagnoses, deaf customers, or our most vulnerable customers who need representative access, it means taking your customer service / customer support skills to a whole new level.

Delivering the required empathetic, caring, and well-informed service to such customers takes a special kind of person.

Perhaps you could help us make it possible?

As a key area of customer channels, you'd get the extra training you'd need to become a specialist in supporting such customers and genuinely make a difference when they need us most:

1. You'll become the go-to person when relatives register a bereavement and need to understand products like mortgages, insurance, and lending.
2. You'll help our deaf customers access services, working with interpreters and tailoring your efforts to meet their needs.
3. You'll learn all about powers of attorney and enabling representative access to products and services.
4. And you'll be helping cancer sufferers through their journey to ensure their banking needs are met at every twist and turn.

Here's what we're looking for...

• Strong empathy and listening skills to fully understand their situation while appreciating the worry or concern they're feeling.
• Sound judgement, decision-making, and attention to detail will be critical to you reaching good customer outcomes that also meet legal and regulatory policy and procedures.
• The ability to naturally build rapport and show compassion with all types of people, from all walks of life.

We'll provide any and all the training you'll need on our systems, products, and processes in an additional 2-week training programme beyond regular training to learn the deeper requirements of this role.

You'll need to be able to use and learn computer systems, applications, and processes and ideally be confident in taking calls and verbal/written communication.

Previous banking experience would be useful, but isn't essential.

But, as you can imagine, we're seeking the highest level of customer service skills possible to deliver the high standards our customers expect, often at difficult times.

Our working patterns

We work a variety of flexible shifts to accommodate our work-life balance and to be available when customers require. We have various shifts across our core hours of Mon to Sun, 8am to 8pm.

The role can be carried out based within our Manchester location. We can also offer hybrid working as an option after 3 months if everything is going well.

If working from home, we'll need you to have a quiet area, in an appropriate space that is free from disturbances with a reliable internet connection (all necessary IT equipment provided).

And in return:

We're deeply passionate about diversity and equal opportunity with industry recognition across gender, ethnicity, disability, LGBTQ+ and families. And, being disability positive, reasonable adjustments can be accommodated in our Recruitment process.

We're simply committed to building an inclusive environment where all our colleagues can be themselves and succeed on merit.

We'll give you a full-time equivalent basic salary of £23,370.

You will also be eligible to participate in the Flex benefits scheme where you can buy and sell benefits such as:

• Buying extra or selling holidays to suit from your 30 days leave (pro-rata, including bank holidays) - ideal for half terms or that mini break.
• Extending the private medical cover you'll receive to family members.
• A Flex Card providing up to 15% discount with over 70 well-known retailers.
• Tax/NI efficient electric vehicle (or bike) purchasing schemes paid through your monthly pay - supporting sustainability!

In addition, you'll also be eligible for an annual bonus opportunity.

There's also the following benefits:

• Various share schemes (including free shares)
• A generous pension contribution starting at 9% (rising to 15%) which comes with life cover of up to 8x salary.
• Further everyday discounts on the weekly food shop, travel, and electronics/mobile through our PerksAtWork scheme.

We also have a number of free health and well-being offerings and generous parental and adoption leave policies.

Everything is geared to suit your lifestyle... and you can also be sure that we're investing in your future!

About our Westminster House site...

The Manchester building is shared with other employers and (as a whole) offers:

• Secure cycle storage
• On-site coffee shop serving food
• Collaboration space
• Outside seating area

With the following facilities:

• A kitchenette area on each floor which is equipped with a fridge & microwaves.
• Free hot refreshments (tea, coffee & hot chocolate)
• Excellent travel networks
• Collaboration space
• Workplace day & evening events
• Prayer room
• Changing rooms & showers

Working Pattern

Flexible Mixed pattern:

1. This is a full-time (35 paid hours per week) shift pattern called Flexible Mixed.
2. It is flexible from the premise that start / end times and non-working days change from week to week based on customer demand; however, you will be given notice of your pattern on an 8-week rolling basis enabling you to plan activities outside of work.
3. The pattern has various start times between 7am and 1pm and end times between 3pm and 9pm.
4. You will be required to work a maximum of 5 out of 7 days (based on a Monday-Sunday week).
5. Over a 4-week period: There will be a maximum of 1 week where you'll be required to work post 8pm.

You will also be required to work a maximum of 2 weekend days – these could be a Saturday and/or a Sunday and will be placed in any combination that best suits customer demand (when you work a weekend day, your non-working days in that week will be based on customer demand).

So if you have the customer skills and this opportunity to truly help people appeals, then get in touch and apply today, we'd love to hear from you!

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses, and communities. With us, you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us, which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.

We're focused on creating a values-led culture and are committed to building a workforce that reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.

Job Types: Full-time, Permanent

Salary: £23,370.00 per year

Work Location: In person


Reference ID: 097296