Overview
You\'ll start your journey in one of our branches, providing face-to-face support to customers. While you\'ll handle some everyday banking tasks, the heart of this role is helping people through important moments - offering reassurance, guidance and practical support. This could include supporting someone through a bereavement, resolving a fraud concern, helping a vulnerable customer, or building confidence with digital banking. You\'ll adapt to different customer needs, promote and support our digital services, and confidently help customers use online and mobile banking independently. You\'ll also recognise opportunities to connect customers with the right products and services. We don\'t expect you to know everything about banking - we\'ll teach you. What matters is being calm under pressure, adaptable, and empathetic. As you grow, you may progress into other roles across the Group, including supporting customers by phone, online, or through channels like web chat, video or social media.
Responsibilities
* Provide face-to-face support to customers in branches, handling everyday banking tasks and assisting with important moments (bereavement, fraud concerns, vulnerability) while promoting digital services and helping customers use online and mobile banking independently.
* Recognise opportunities to connect customers with the right products and services.
* Demonstrate calm under pressure, adaptability and empathy; take time to resolve queries and build customer confidence in the service provided.
* Work towards progression across the Group, with potential moves to roles by phone, online channels, or through other channels (web chat, video, social media).
Qualifications
* A minimum of 12 months customer service experience.
* A people person who is honest, genuine and caring about helping people with their finances (no previous financial services experience required).
* The ability to quickly build relationships to give customers a fantastic experience.
* Empathy and integrity, taking time to resolve queries and give customers confidence in the service.
* The commitment to deliver on promises and go above and beyond for customers.
* A genuine teammate who collaborates closely with colleagues to meet customers\' needs.
Development & Diversity
At Lloyds Banking Group, we don\'t just offer jobs - we offer careers. We require new colleagues to spend a minimum of 12 months in a customer service role, mastering new skills, dealing with more complex customer needs, and earning accreditations through our Skill Progression Framework. This helps you develop a deep understanding of our customers, our services, and the values that drive us. We offer opportunities across Digital, Operations, Fraud, and Financial Planning, with potential to move into leadership roles. We are committed to diversity, equity and inclusion and creating an environment where everyone can thrive. We are disability confident and will provide reasonable adjustments to recruitment processes upon request.
Benefits
* A generous pension contribution of up to 15%.
* An annual performance-related bonus.
* Private medical benefit with BUPA.
* Share schemes.
* Benefits you can adapt to your lifestyle, such as discounted shopping.
* 22 days\' holiday (increases over time), with bank holidays on top - pro rated for part time roles.
* A range of wellbeing initiatives and generous parental leave policies.
* Salaries are reviewed annually on 1 April as part of our annual pay review.
* Full uniform provided so you\'ll always feel prepared for work.
We know that great talent comes from many backgrounds. While this advert may reference specific years of experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply. Like what you hear? Join us! Apply today and find out more. Our roles can generate a considerable amount of interest and may close early, so apply today. We keep your data safe and will only request confidential or sensitive information once you have formally been invited to interview or accepted a verbal offer to join us, at which point we will run background checks and explain what we need and why. We are focused on a values-led culture and building a workforce that reflects the diversity of the customers and communities we serve, creating an inclusive workplace where all colleagues can make a real difference.
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