Senior Fraud Customer Service Advisor – Lloyds Banking Group – Dunfermline

Lloyds Banking Group

*Job Description Summary*

Join our fantastic Customer Service team…

Job Description

Start Date – *27th March 2023*​

At Lloyds Banking Group our primary purpose is to help Britain prosper…

And this is only realistic if we’re making a genuine difference to Britain’s people, its businesses and local communities.

You can help us to make it possible…

We’re currently looking for caring people to join our Dunfermline contact centre to support customers from our Bank of Scotland, Halifax and Lloyds Bank brands.


eyond the satisfaction of helping people every day a role with us brings other rewards…

We’ll give you an initial cash package of *£22,136* comprising a full time equivalent basic salary of £21,285 and a Flex cash pot of £851.

***From the 1st April 2023 your cash package will increase to *£24,216 *comprising a full time equivalent salary of £23,285 alongside a Flex cash pot of £931***

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 30 days leave (pro rata, including bank holidays) – ideal for half terms or that mini break.
* Extending the private medical cover you’ll receive 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!

In addition, you’ll also be eligible for an annual bonus opportunity.

*You’ll also get the following:*

* Various share schemes (including free shares)
* A generous pension contribution starting at 9% (rising to 15%) which comes with life cover of up to 8x salary.
* Further everyday discounts on the weekly food shop, travel and electronics/mobile through our PerksAtWork scheme.

And there’s a number of free health and well-being offerings and generous parental and adoption leave policies. Everything is geared to suit your lifestyle, and we’ll also be investing in your future.

*About our Pitreavie site…*

With a passion for charity fundraising equal to the development of our colleagues careers this state-of-the-art site also has the following facilities:

* Free on-site car parking
* An extensive canteen with a Starbucks™ coffee outlet
* Extensive transport links through rail, bus, taxi services all easily booked.
* Free on site Wi-Fi
* Break out areas with TVs
* Quiet reflection rooms
* A kitchenette equipped with a fridges, microwaves & coffee makers
* A range of vending machines offering hot and cold beverages crisps and confectionary
* On site showers & changing facilities
* Outdoor picnic benches

*So what’s involved?*

You’ll take inbound customer calls and do your best to help the person at the other end of the line (we also connect via social media, web-chat and remote advice video calls).

You’ll care to understand what matters to them and if you don’t know the answer then you’ll have access to plenty of colleagues that do so you’ll learn to become better every day…

*This is the sort of person we’re after…*

* Crucially, you’re a people person – working with your team to provide a really crucial service to millions of customers.
* You’ll want to put yourself in the customers’ shoes, show empathy and be dedicated to resolving their query.
* And you’ll show the commitment to deliver on your promises and go above and beyond for your customer.

There’s no need for any previous financial services experience… We’ll provide all the training you need around our products and services in a comprehensive 6-week programme and, when you’re ready, extra training to support victims of fraud.

Can you imagine what a worried customer is going through when they call about unknown transactions? You’ll be trained to be able to actually fix the problem, there and then, to prevent financial crime and make a meaningful difference…

We’ll just need you to commit to a shift pattern for 12 months (after which you can request a change to your working pattern to suit you). We can also offer home-working as an option after 3 months if everything is going well…

*Working Pattern*

*4-Day Week (Days) pattern:*

* This is a full time (35 paid hours per week) shift pattern called “*4-Day Week (Days)*”
* It is flexible from the premise that start / end times and non-working days change from week to week based on customer demand however you will be given notice of your pattern on an 8-week rolling basis enabling you to plan activities outside of work
* The pattern has various start times between *8am and 10am* and end times between *5.45pm and 7.45pm*
* You will be required to work a maximum of *4 days out of 7 days* (based on a Monday-Sunday week)
* There will be *no working post 8pm*
* Over a 4-week period you will be required to work a *maximum of 4 weekend days* – these could be a Saturday and or a Sunday and will be placed in any combination that best suits the customer (when you work a weekend day, your non-working days in that week will be based on customer demand)

*About applying*

As a leading employer we’re passionate about diversity and equal opportunity with industry recognition across gender, ethnicity, disability, LGBTQ+ and families.

And just let us know if any reasonable adjustments are needed to our recruitment processes – we’ll try to accommodate them…


So if you have the passion for helping people we’re looking for then we’d love to hear from you…

Our roles often generate a lot of interest and can close early so don’t miss this chance to apply!

*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: £19,350.00-£21,500.00 per year

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

Reference ID: 087116

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