JOB TITLE : First Notification Customer Services Consultant SALARY: Pay Group 3 GRADE: B LOCATION : Leeds HOURS : Full Time, 35 hours- per week, with a requirement to work a rotational shift pattern across the operational hours (8am - 6pm Monday-Friday and 9am - 1pm on Saturdays) WORKING PATTERN : Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, in the office location. About this Opportunity Do you enjoy building relationships with customers and colleagues and are looking for genuine career opportunities? Then there's a role here for you! An exciting opportunity to join the General Insurance Customer Operations Team as a First Notification Customer Services Consultant. Support General Insurance Customer Operations Claims customers at first notification when something has gone wrong in their home ranging from the loss of a mobile phone to a total-loss fire. Empathy is the most important skill we're looking for, as well as the ability to make good decisions and demonstrate the ability to hold robust conversations with customers. Our purpose is key, so we can really support customers at their time of need as a customer's house is not just bricks and mortar, it's their home. What you'll need Crucially, you're a people person - working with your team to provide an essential service to our customers. Be a great listener who can adapt your approach and style to the person on the other end of the line in a friendly and proactive way. We're looking for someone who can easily chat (both verbally and online) to customers and build a good rapport. Empathy and a real desire to want to help customers in difficult situations. The emotional intelligence to put yourself in the customers' shoes, ask the probing questions needed to determine how we can best meet their needs. The passion and commitment to deliver on your promises and to go above and beyond for people to ensure their policies needs are met. Attention to detail and strong communication skills to support and get our customers life back on track when things go wrong. Have excellent decision-making skills and the ability to use your judgement, along with excellent resilience. The ability to register new claims for customers both via telephony and online channels, following first notification principles on the best way to route their claim as well as helping customers via webchat on our digital journey and completing straight-through processing of claims. Demonstrate customer focussed complaints management in compliance with Lloyds Banking Group and Regulatory expectations. Identify fraud, misrepresentation and non-disclosure as appropriate at first notification and route to the appropriate expertise. Embrace the Lloyds Banking Group's values and behaviours while acting inclusively, creating an environment where diversity is valued and where colleagues and customers are treated with dignity and respect. Keep our business safe through effective risk management policies, processes and procedures. About working for us Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. As an inclusive employer, we offer Workplace Adjustments for colleagues with a disability (which may include long-term health and neurodivergent conditions) where it is reasonable to do so. This could include flexibility with regards to office attendance, location, and working pattern. If you have a disability, you can also apply via our Disability Confident Scheme (DCS). Through the DCS, we guarantee to interview a fair and proportionate number of applicants with a disability, whose application meets the minimum criteria for the advertised job role. We also provide adjustments that are reasonable throughout the recruitment process to reduce or remove barriers for applicants with a disability, long-term health condition or neurodivergent condition. If you'd like an adjustment to the recruitment process just let us know. Ready for a career where you can have a positive impact as you learn, grow and thrive? Apply today and find out more! Proud member of the Disability Confident employer scheme Disability Confident About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .