Job Title: Customer Service Adviser
Location: Leeds
Pay Rate: £14.02p/hr
Hours: Monday - Friday - 9am - 5pm
Please note, you may need to support shifts between 8:30am - 5:30 dependant on business needs.
Hybrid Working: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites.
Contract Type: Temporary - 12 months
Start Date: 27th October 2025
Lloyds are recruiting now for Customer Service roles supporting the UK's largest Banking Group. As part of the IP&I team, this role is primarily telephony based, but flex across other contact channels (e-mail and web chat) may be required. You will be speaking with both clients and advisers and be expected to provide information to support them in the management of their products.
A 6 -8 week training programme will teach you all you need to know about the wide range of products and services you will support customers.
Your responsibilities will include:
Works within current standard compliance processes, systems, and procedures, and reports simple non-compliance issues
Personally meets needs related to standard products and services and/or supervises a team of customer advisors.
Provides a quality service to customers by handling interactions, dealing with complex queries and/or investigating and resolving customer problems, and may identify new customer retention or business opportunities.
Demonstrates adherence in interaction handling times in line with expected handling time metrics, avoiding unnecessary delay to customers.
Where possible, resolve complaints at first point of contact and where not possible, escalate in a timely manner.
Develops personal capabilities using existing formal and informal training opportunities.
Proactively promote opportunities to capture customer feedbackAbout our client:
At our client's organisation, we believe in creating a workplace where you can truly be yourself and have a rewarding career. With great colleagues, flexible working arrangements, and a multitude of career opportunities, you'll find a supportive and inclusive environment where you can thrive.
Requirements:
Strong interpersonal and customer service skills
Efficiency and ability to work in a telephony environment
A proactive nature, with the ability to innovate and challenge in support of the business model we are operating
Proven track record to work at pace in an environment of complexity and time-based pressure, retaining high levels of accuracy and control throughoutBenefits:
Flexible benefits to suit your lifestyle, such as discounted shopping
Great access to shops and restaurants
Prime location in Edinburgh
Close to public transport links
First class support and training for all colleagues
Opportunity for growth within the company
Hybrid working approach (once initial onsite training has been completed)At our client's organisation, we are committed to fostering an inclusive and diverse workplace. We celebrate individuals from all backgrounds, cultures, and identities, and welcome applications from under-represented groups.
We are disability confident and can make reasonable adjustments to our recruitment processes upon request.
Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicity, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you