Salary
£26,200 increasing to £26,950 after 6 months.
Location
Shirley Branch, 248 Stratford Road, Shirley Solihull B90 3AE. Working across Lloyds and Halifax branches within a reasonable distance for up to 9 months. After this period, the role will extend to a remote role, assisting customers over the telephone from home.
Job Type
Fixed term contract until early 2027, transferring to a permanent home working role assisting customers over the telephone.
Hours
Branch hours until early 2027: 35 hours per week, Monday‑Saturday.
Home Working Pattern (From early 2027)
5‑day week pattern: Start times between 8am and 10am; end times between 6pm and 8pm. Maximum of 5 out of 7 days based on a Monday‑Sunday week.
Responsibilities
You will start in one of our branches, supporting customers side‑by‑side. You will then transition to working from home, handling inbound calls and helping customers through a range of channels including social media, web‑chat and remote video appointments. While you will handle some everyday banking tasks, the heart of this role is helping people through important moments – offering reassurance, guidance and practical support – such as supporting someone through a bereavement, resolving a fraud concern, helping a vulnerable customer or building confidence with digital banking.
You will adapt to different customer needs, promote and support our digital services, and confidently help customers use online and mobile banking independently. You will also recognise opportunities to connect customers with the right products and services.
From day one, you will be taught all about our products, processes and systems and will learn how to respond to queries quickly and improve continually.
What We Are Looking For
* Minimum 12 months of customer service experience (financial services experience is not required; training will be provided).
* Suitable home working environment with a private area for inbound calls and a stable/secure Wi‑Fi connection.
* Advocacy for Lloyds Banking Group products and services, with ability to become a subject matter expert on the banking app and products.
* People‑oriented, working with your team to provide essential service to millions of customers.
* Commitment to deliver on promises and go above and beyond for customers.
Benefits
* A generous pension contribution up to 15%
* Annual performance‑related bonus
* Private medical benefit with BUPA
* 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
* Range of wellbeing initiatives and generous parental leave policies
* Salaries reviewed annually on 1 April as part of our annual pay review
* Full uniform provided
Diversity and Inclusion
Our ambition is to be the leading UK business for diversity, equity and inclusion, supporting our customers, colleagues and communities. We are disability confident and offer reasonable adjustments to recruitment processes upon request.
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