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- Tasks: Support vulnerable customers with empathy and care in a hybrid working environment.
- Company: Join Lloyds Banking Group, a leader in financial services focused on community impact.
- Benefits: Enjoy flexible working, generous pension contributions, and a variety of lifestyle benefits.
- Why this job: Make a real difference while developing your skills in a supportive and inclusive culture.
- Qualifications: Strong customer service skills, empathy, and the ability to build rapport are essential.
- Other info: On-site facilities include parking, rest areas, and wellness initiatives to enhance your work experience.
The predicted salary is between 19631 - 29246 £ per year.
Flexible Working Options
Hybrid Working
Join our fantastic Customer Service team…
JOB TITLE: Senior Customer Service Advisor
SALARY: £24,539
LOCATION: Belfast
HOURS: Full Time (35 hours)
WORKING PATTERN: Flexible Mixed
- Start times between 7am and 1pm and end times between 3pm and 9pm
- Maximum of 5 out of 7 days (based on a Monday-Sunday week)
- Maximum of 25% weekend days over a 4 week period
START DATE: 3rd February 2025
About this opportunity
Do you want to be part of a team that supports our vulnerable customers… Delivering the required empathetic, caring, and well-informed service to such customers takes a special kind of person. Perhaps you could help us make it possible?
We’re currently looking for caring people to join our contact centre teams to support customers from our Halifax, Bank of Scotland and Lloyds Bank brands.
You’ll become the go-to person when relatives register a bereavement and need to understand products like mortgages, insurance and lending and you’ll help our deaf customers access services, working with interpreters and tailoring your efforts to meet their needs.
You’ll learn all about powers of attorney and enabling representative access to products and services, and you’ll be helping cancer sufferers through their journey to ensure their banking needs are met at every twist and turn.
We’ll provide any and all the training you’ll need on our systems, products, and processes in an additional 2-week training programme beyond regular training to learn the deeper requirements of this role.
This position is primarily a home working role, following completion of the onsite training and the necessary checks. As such, we’re looking for people who have a suitable home working environment including a private area to take inbound calls and a stable/secure Wi-Fi connection to be able to serve customers when they need us most.
About us
Join us and, as well as making a difference to customers, you’ll enjoy a fulfilling career where you’re free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities – you’ll find them all here.
What you’ll need
We’re seeking the highest level of customer service skills possible to deliver the high standards our customers expect, often at difficult times.
You’re going to need strong empathy and listening skills to fully understand their situation while appreciating the worry or concern they’re feeling.
Sound judgement, decision-making and attention to detail will be critical to you reaching good customer outcomes that also meet legal and regulatory policy and procedures. And that ability to naturally build rapport and show compassion with all types of people, from all walks of life, will help you do your level best for their situation
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.
We want our people to feel that they belong and can be their best, regardless of background, identity or culture and we were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.
That is why we especially welcome applications from under-represented groups, we’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.
Successful colleagues will be advocates of Lloyds Banking Group’s products and services and will become subject matter experts for our banking app and products by demonstrating excellent knowledge of our products and services.
We also offer a wide-ranging benefits package, which includes:
- A generous pension contribution of up to 15%
- An annual performance-related bonus
- Share schemes including free shares
- Benefits you can adapt to your lifestyle, such as discounted shopping
- 22 days’ holiday, with bank holidays on top
- A range of wellbeing initiatives and generous parental leave policies
From 1st April your cash package will increase in line with an annual review of pay.Ready for a career where you can have a positive impact as you learn, grow and thrive?
About our Gasworks site…
With a track record for developing our colleagues this pioneering site has award-winning teams and Leadership to help you progress your career.
It also tries to make the working day enjoyable with the following facilities:
- On-site car parking with Electric charging docks
- An extensive canteen
- Rest areas with pool table, TVs, games consoles etc.
- Quiet reflection rooms
- A kitchenette area on each floor equipped with fridges & microwaves
- On site showers & changing facilities
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 keep your data safe. So, we’ll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We’ll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.
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.
Reed- UNLIMITED | Senior Customer Service Advisor | united kingdom employer: Reed- UNLIMITED
Contact Detail:
Reed- UNLIMITED Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Reed- UNLIMITED | Senior Customer Service Advisor | united kingdom
✨Tip Number 1
Make sure to highlight your empathy and listening skills during the interview. Share specific examples of how you've supported customers in difficult situations, as this role requires a deep understanding of customer needs.
✨Tip Number 2
Familiarize yourself with the products and services offered by Lloyds Banking Group. Being knowledgeable about their offerings will help you demonstrate your commitment and ability to assist customers effectively.
✨Tip Number 3
Prepare to discuss your experience with diverse customer interactions. This role values inclusivity, so showcasing your ability to connect with people from various backgrounds will set you apart.
✨Tip Number 4
Since this is a hybrid working role, ensure you have a suitable home working environment. Be ready to explain how you can maintain professionalism and focus while working from home.
We think you need these skills to ace Reed- UNLIMITED | Senior Customer Service Advisor | united kingdom
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description. Understand the key responsibilities and the skills required, especially the emphasis on empathy and customer service. Tailor your application to highlight how your experiences align with these requirements.
Showcase Relevant Experience: In your CV and cover letter, provide specific examples of past experiences where you demonstrated strong customer service skills, empathy, and the ability to handle sensitive situations. Use metrics or outcomes to illustrate your impact.
Highlight Your Skills: Make sure to emphasize your listening skills, sound judgment, and attention to detail in your application. These are critical for the role, so provide examples that showcase these abilities.
Personalize Your Application: Address your cover letter to the hiring manager if possible, and express your genuine interest in the position and the company. Mention why you want to work for Lloyds Banking Group and how you can contribute to their mission of helping customers.
How to prepare for a job interview at Reed- UNLIMITED
✨Show Empathy and Understanding
Given the nature of the role, it's crucial to demonstrate your ability to empathize with customers. Share examples from your past experiences where you successfully handled sensitive situations, showing that you can connect with people on a personal level.
✨Know the Products Inside Out
Familiarize yourself with the products and services offered by Lloyds Banking Group. Being knowledgeable about mortgages, insurance, and lending will not only impress your interviewers but also show your commitment to providing excellent customer service.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and decision-making abilities. Prepare for scenario-based questions where you might need to demonstrate how you would handle specific customer situations, especially those involving vulnerable customers.
✨Highlight Your Adaptability
Since this role involves hybrid working, emphasize your ability to adapt to different working environments. Discuss any previous remote work experience and how you maintained productivity and communication while working from home.
