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- Tasks: Help customers navigate their financial journeys through inbound calls and personalised solutions.
- Company: Join Lloyds Banking Group, a leader in customer banking with a supportive team culture.
- Benefits: Enjoy competitive pay, flexible work options, discounts, and generous holiday leave.
- Why this job: Make a real difference in people's lives while developing your skills in a dynamic environment.
- Qualifications: Previous experience in customer service or fast-paced environments is essential.
- Other info: Opportunities for career progression and a commitment to diversity and inclusion.
The predicted salary is between 21500 - 22000 £ per year.
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Start with a competitive salary of £26,542.00, with the exciting potential to increase to £27,032.00 as you develop and demonstrate your skills! Imagine the satisfaction of knowing your hard work and dedication can lead to tangible rewards.
Join our dynamic team based in Preston, where your supportive nature and excellent conversational skills will help guide Lloyds Banking Group customers on their journey to financial health! This isn\’t your average collection\’s role – you\’ll be managing inbound calls, engaging with customers in various financial situations, and crafting personalised, affordable solutions to meet their needs.
You will be working in an environment every day that brings new opportunities, the convenience of free parking, easy access to local transport links, and near a shop, making it easy to grab a bite during your breaks.
What\’s more, after a qualifying period of around 6 months, you\’ll have the flexibility to work from home if you prefer! Imagine the perfect balance of an office environment and the comfort of your own home. Enjoy the best of both worlds while still being part of a supportive and dynamic team.
Job Description
Key information:
- You will work 40 hours per week between 8am – 8pm, Monday – Friday and 9am-5pm Saturday on a rota basis. We will provide shift rota examples at interview stage.
- Training period is approximately 4 weeks, and you will work 8:30am – 5pm Monday – Friday.
- Learning academy following training lasts around 8 weeks where you will work between 8am – 8pm, Monday – Friday and 9am-5pm Saturday on a rota basis.
What\’s in it for you?
- Internal career progression via Capita Academy, which helps many colleagues to develop into a multitude of roles available with a clear development plan from the outset.
- Access to exclusive discounts, benefits and cash back, for all Capita Employees and their families! Retail, cinema, shopping, something for everyone!
- 23 days\’ holiday (rising to 27) with the opportunity to buy extra leave.
- We are, on occasion with a small team, asked to work Bank Holidays, but Christmas Day, Boxing Day and New Years Day are all non-working days so, put your feet up! (If you are scheduled to work on a bank holiday, you will receive a day in lieu).
- Company matched pension, life assurance, a cycle2work scheme, 15 weeks\’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more!
- Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel, and technology
- Access to our Aviva DigiCare+ Workplace services to support health and wellbeing, providing a range of valuable services.
- Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
What You\’ll Be Doing
- You will be responsible for handlinginboundcalls, speaking and listening to customers who are in different financial positions, tailoring affordable outcomes to help them on the road to financial health.
- Handling customer complaints should they arise, adhering to Financial Conduct Authority standards
- Supporting vulnerable customers and addressing their complex needs with care and understanding.
- Working collaboratively with a supportive team to achieve targets and goals.
- Building rapport, empathising, and having meaningful conversations with our customers to deliver excellent customer service
- Embracing learning, coaching and development to continuously improve your skills and capability
- Recognising you can positively impact customer’s lives and make a real difference.
- Efficiently navigating multiple systems while engaging with customers, ensuring all information entered is accurate. Prior experience with using multiple systems is essential.
What We\’re Looking For
Essential – you must have experience in one of the below areas:
- Call Centre Customer Service: Experience in a call centre customer service role.
- Fast-Paced Office Environment: Experience in a dynamic and fast-paced office setting.
- Healthcare Environment: Experience dealing with vulnerable clients in a healthcare environment.
- Financial Services: Experience working in the financial services sector.
- Additionally, experience using multiple computer systems is a must.
In addition, you\’ll also bring these skills to our team and make a real difference!
- Empathy – Understanding and showing genuine concern for customers\’ financial difficulties fosters trust and leads to more successful resolutions
- Resilience: Maintaining emotional stability, staying motivated with a drive to continuously improve
- Communication: Strong verbal and written communication skills are crucial for engaging with customers, explaining complex information clearly, and building rapport
- Problem-Solving: The ability to assess situations, devise effective solutions and and thrive in an everchanging environment
- Attention to Detail: Ensuring all gathered information is accurate and maintaining a strong focus on delivering exceptional work.
Join our diverse and dynamic team of experienced, innovative, and dedicated professionals! With us you\’ll find countless opportunities to learn new skills and advance your career. We\’re committed to providing the support you need to thrive and succeed. This isn\’t an entry-level role, so some previous experience is essential. Our goal is to create better outcomes for you and our client.
Ready to take the next step in your career? Let\’s achieve great things together!
What Will Happen Next
- Choose apply now to fill out our short application
- Your application will be reviewed by our recruitment team
- You will be invited to attend a video interview with a member of the recruitment team
- If you are successful at the first interview stage, you will be invited to attend an onsite assessment centre at our office in Preston.
Equal Opportunities
We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com and we’ll get back to you.
Access to Work can help candidates with a physical or mental health condition or disability to get support in the hiring process, including communication support at interviews such as a British Sign Language interpreter. If you require this support you can apply for this support at https://www.gov.uk/guidance/apply-for-communication-support-at-a-job-interview-if-you-have-a-disability-or-health-condition-access-to-work .
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Customer Banking Agent employer: Capita Pension Solutions
Contact Detail:
Capita Pension Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Banking Agent
✨Tip Number 1
Familiarise yourself with the financial services sector, especially customer service roles. Understanding the common challenges customers face can help you engage more effectively during interviews.
✨Tip Number 2
Practice your communication skills by role-playing different customer scenarios. This will prepare you for the types of conversations you'll have as a Customer Banking Agent and demonstrate your ability to empathise with customers.
✨Tip Number 3
Research Lloyds Banking Group's values and mission. Being able to articulate how your personal values align with theirs can set you apart from other candidates during the interview process.
✨Tip Number 4
Prepare questions to ask during your interview that show your interest in the role and the company. Inquiring about team dynamics or training opportunities can highlight your enthusiasm for joining our dynamic team.
We think you need these skills to ace Customer Banking Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially in call centres or financial services. Use specific examples that demonstrate your skills in empathy, communication, and problem-solving.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping customers achieve financial health. Mention how your previous experiences align with the responsibilities of the Customer Banking Agent role and express your enthusiasm for joining the team.
Highlight Relevant Skills: In your application, emphasise your ability to handle multiple systems and your attention to detail. These are crucial for the role, so provide examples of how you've successfully navigated similar challenges in past positions.
Prepare for the Interview: Once your application is submitted, prepare for a video interview by practising common customer service scenarios. Be ready to discuss how you would handle difficult customer interactions and demonstrate your resilience and communication skills.
How to prepare for a job interview at Capita Pension Solutions
✨Show Empathy
As a Customer Banking Agent, you'll be dealing with customers in various financial situations. Demonstrating empathy during your interview will show that you understand the importance of connecting with customers and addressing their needs with care.
✨Highlight Relevant Experience
Make sure to discuss your previous experience in call centre customer service or any fast-paced office environment. Be specific about how these experiences have prepared you for the role and how they align with the responsibilities outlined in the job description.
✨Demonstrate Problem-Solving Skills
Prepare examples of how you've successfully resolved customer issues in the past. This will showcase your ability to think on your feet and find effective solutions, which is crucial for this role.
✨Ask Insightful Questions
At the end of the interview, don't hesitate to ask questions about the team dynamics, training processes, or career progression opportunities. This shows your genuine interest in the role and helps you assess if it's the right fit for you.