Customer Consultant Role – Lloyds Banking Group – Dunfermline

Lloyds Banking Group

*Job Description Summary*

Helping our customers, especially in the current climate, is something we’re very passionate about. Together we can make it possible…

• We have a number Senior Customer Consultant vacancies available in our Specialist Brands team in Pitreavie
• Offering a variety of shift patterns available Monday to Friday 8am to 8pm and Saturday 8am to 5pm
• If you are successful, you will complete an initial onsite training programme in Pitreavie and need to be available Monday to Friday 9am to 5pm for the duration of the training
• We offer hybrid working between our office and your home after achieving competency in your new role

Job Description

Beyond the satisfaction of helping people, a Senior Customer Consultant role brings some exciting rewards!

We’ll give you an initial cash package of £24,111 comprising a full time equivalent basic salary of £23,184 and a Flex cash pot of £927.

*This pot you can take as cash or spend on a wide range of options such as:*

* Buying extra or selling holidays to suit from your 22 days leave (plus bank holidays entitlement)
* Extending your private medical cover 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!

*You’ll also get the following:*

* An annual bonus opportunity
* Various share schemes (including free shares)
* Generous pension contributions starting at 9% (rising to 15%) with life cover of up to 8x salary
* Further everyday discounts on the weekly food shop, travel and electronics/mobile through our PerksAtWork scheme
* Free health and well-being offerings and generous parental/adoption leave policies.

Everything is geared to suit your lifestyle and supporting you in the future.

*A bit about the role:*

We’re currently looking for caring people to join our contact centre teams to handle inbound and outbound calls from customers currently in financial difficulty, as well as some processing work relating to these customers’ accounts. This exciting opportunity in our Senior Consultant Roles will rely on your personal judgement and strong resilience to help and support our customers with the most complex and sensitive circumstances, and vulnerabilities. We’ll provide you with full training and ongoing support to set you up for success. All our colleagues play a vital role in ensuring our customers receive the best possible service and fair outcomes.

Our customers need to feel safe in your hands…

* You’ll be handling each customers’ circumstances with empathy, understanding their situation fully to help them back to financial health as quickly as possible
* You’ll learn to identify where customers are vulnerable and provide the best outcome for their financial situation
* You’ll have genuine ownership of some complex customer situations and get to apply appropriate solutions based on their individual needs
* You’ll accept change and be willing to adopt new ways of working for the benefit of customers and the bank, keeping your knowledge relevant, so we get things right first time.

*What skills are we looking for?*

You need to be caring, honest and genuine, helping everyday people with their finances:

* Customer Focus: Using your own judgement to assist with our most complexed vulnerable customers and building strong customer relationships to deliver customer-centric solutions. For example, keeping in contact with customers to ensure problems are resolved, or to improve customer service. Taking on board customer feedback and emerging customer needs and to develop some creative new ideas.
* Call Handling: Receiving and monitoring calls and dealing with allocated customers independently or with little guidance.
* Communication: Using strong empathy and listening skills: Develops and delivers communications that convey a clear understanding of the unique needs of different audiences and their team. For example, listening attentively and taking an interest. Keeping others informed; conveying information clearly, concisely, and professionally when speaking or writing.
* Resilience: Rebounds from setbacks and adversity when facing customers with the most complex and sensitive circumstances, and vulnerabilities. For example, is calm and objective; stays focused on the task, however, where required asks for support and time out. Seeks input on how to handle challenging situations; promptly moves on from setbacks or problems.
* Policy and Procedures: Works with guidance to develop, monitor, interpret, and understand policies and procedures, while making sure they match organisational strategies and objectives.

From day one we’ll teach you all about our products and processes and you’ll learn how respond to queries quickly and become better every day…

*Working Flexibly – when and how we work*

Once competent, the role can be carried out based on a hybrid way of working, with your hub being the Pitreavie office in Dunfermline. This will usually be organised with plenty of notice and on a rotational basis, to accommodate your work-life balance whilst being available when our customers need us.

When working from home you will need a quiet area, in an appropriate space that is free from any disturbances and interruptions. All necessary IT equipment will be provided, however you will need a secure and reliable internet connection, as this role will involve you speaking to customers.

*About working for LBG*

As a part of Lloyds, you’ll have the opportunity to join a range of fully funded Apprenticeships, helping you gain new qualifications and compliment progression opportunities.

We’re passionate about diversity and equal opportunity with industry recognition across gender, ethnicity, disability, LGBTQ+ and families. Please let us know if you need any reasonable adjustments made to our recruitment processes so that we can work to accommodate them to the best of our abilities.

So, if you enjoy helping people and are looking for an opportunity to build your career – don’t delay 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’re focused on creating a values-led culture and are committed to building a workforce which 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 Type: Full-time

Salary: From £24,111.00 per year

* Employee discount
* Flexitime
* Free parking
* On-site parking

Reference ID: 087897

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