At a Glance
- Tasks: Support customers through various channels and solve their queries with a smile.
- Company: Join Curve, a fintech innovator backed by Lloyds Banking Group.
- Benefits: Enjoy flexible working, competitive salary, and great perks like private healthcare.
- Other info: Be part of a diverse team with excellent career growth opportunities.
- Why this job: Make a real impact on customer experiences in a fast-paced environment.
- Qualifications: Strong customer service skills and a passion for problem-solving.
Curve, recently acquired by Lloyds Banking Group, is combining fintech innovation with the scale and strength of one of the UK's leading financial services organisations. As part of this exciting growth journey, we're recruiting for a number of Customer Experience Agents to help deliver exceptional support to Curve customers while shaping the future of its products and services. This is an opportunity to join a fast-paced, customer-focused environment where you'll support customers across a range of channels, solve problems, contribute ideas for improvement, and play a key role in delivering outstanding customer experiences.
Salary: £22,200 - 27,530 pa
Location: Bristol
Hours: Full time - 35 hours per week
Working Pattern: Hybrid
Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at our site in Bristol. This role also includes a minimum of one scheduled on-call shift each week, during which you'll support customers who contact us by phone.
About this Opportunity - Curve
At Curve, we're redefining the way people manage their money. We combine spending, payments and financial insights into one seamless experience, helping customers stay in control of their finances. With Curve you can spend from all your accounts, track your spend behaviour, see unique insights - all with additional security to help keep your money safe.
What You'll Be Doing
- Responding to customer enquiries through email, live chat, social media and telephone channels.
- Investigating customer issues and working with specialist teams to find solutions.
- Supporting customers with product and account queries across the full Curve ecosystem.
- Identifying ways of improving the overall customer experience, and sharing customer feedback to relevant teams to help improve products, services and processes.
- Keeping up to date with new product features, policies and operational changes.
- Contributing to a collaborative team environment and supporting colleagues when needed.
What You'll Need
We know talent comes from many different backgrounds, experiences and career paths, and we're committed to building a diverse and inclusive team. If you're excited by this opportunity, we'd love to hear from you. As a minimum however, we'll be looking for evidence of the following skills and experience in your application:
- Customer Service: Strong customer service experience delivering high-quality customer support, ideally with exposure and understanding of financial products.
- Accountability, Problem Solving & Resolution: Taking ownership of customer enquiries, using sound judgement and strong problem-solving skills to investigate issues, resolve customer concerns and deliver positive outcomes.
- Adaptability: Adjusting your approach, priorities and ways of working as customer needs, products and processes evolve.
- Customer Centricity & Communication: Strong communication skills and understanding of customer needs, with the ability to deliver personalised support, adapting your communication style to provide clear and effective service through whichever channel customers choose.
- Digital Literacy & Effective Working: Confidence using multiple systems (including ticketing/ CRM systems) and managing different priorities effectively.
- Collaboration: A collaborative approach and willingness to share knowledge with colleagues.
Experience supporting customers within financial services or fintech, experience using CRM, ticketing or case management systems, knowledge of payments, fraud, banking or financial products, experience working in a fast-paced, continuously evolving environment, and experience analysing customer feedback and identifying process improvements would be really useful.
We also offer a wide-ranging benefits package, which includes:
- 22 days' holiday, plus bank holidays
- A discretionary annual performance-related bonus.
- Generous pension contribution.
- Private healthcare options.
- Wellbeing support and benefits.
- Colleague discounts and lifestyle benefits.
- Access to learning, development and career opportunities across Lloyds Banking Group.
If you're excited by technology, passionate about customer experience and motivated by solving problems that matter, we'd love to hear from you!
Customer Experience Agent (Curve) employer: Lloyds Bank plc
Lloyds Banking Group is an exceptional employer, offering a dynamic work environment in Cardiff that fosters professional growth and collaboration. With a competitive salary package, generous benefits including a robust pension scheme and flexible working options, employees are empowered to thrive both personally and professionally. The company prioritises inclusivity and well-being, ensuring that all team members can achieve their full potential while making a meaningful impact in the SME banking sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Agent (Curve)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lloyds Bank plc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Lloyds Bank plc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Agent (Curve)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Lloyds Bank plc:Your cover letter is your chance to shine! Tell us why you want to work at Lloyds Bank plc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Lloyds Bank plc!
How to prepare for a job interview at Lloyds Bank plc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
