Bank of Scotland - Customer Support - Queens Cross, Aberdeen

A full time branch based opportunity working 35 hours per week until early 2027. After this period, the role will be extended to a remote role, assisting our customers over the telephone working from home.

Salary: £26,200 increasing to £26,950 after 6 months

Location: Queens Cross, Aberdeen

Job Type: Fixed term contract, working in branch until early 2027 transferring to a permanent home working role assisting our customers over the telephone.

Hours: Branch hours until early 2027: 35 hours per week, Monday- Saturday. Home working role from early 2027 with a 5-Day Week pattern: Start times between 8am and 10am and end times between 6pm and 8pm. Maximum of 5 out of 7 days (based on a Monday-Sunday week) and maximum of 37.5% weekend days (3 weekend days over a 4 week period).

What you’ll be doing:

• You’ll start in one of our branches, supporting customers side‐by‐side. You’ll 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.
• You’ll adapt to different customer needs, promote and support our digital services, and confidently help customers use online and mobile banking independently.
• You’ll also recognise opportunities to connect customers with the right products and services.
• From day one we'll teach you all about our products, processes and systems and you'll learn how to respond to queries quickly and become better every day.

What we’re looking for:

• A minimum of 12 month’s customer service experience (There's no need for any previous financial services experience - we'll provide all the training required across a comprehensive training programme).
• This position is primarily a home working role, following completion of the branch period and 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.
• 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.
• Crucially, you're a people person - working with your team to provide an essential service to millions of customers.
• The commitment to deliver on your promises and going above and beyond for your customer.

This is a place for you:

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re committed to creating an environment in which everyone can thrive, learn and develop.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Private medical benefit with BUPA
• Share schemes
• 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
• A range of wellbeing initiatives and generous parental leave policies
• Salaries are reviewed annually on 1 April as part of our annual pay review
• We’ll also provide you with a full uniform

We know that great talent comes from many backgrounds. Whilst this advert may reference specific years of experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you 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.

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.