At a Glance
- Tasks: Support customers with financial needs and deliver excellent service through various channels.
- Company: Join Curve, part of Lloyds Banking Group, a leader in financial services.
- Benefits: Enjoy flexible working, competitive salary, private healthcare, and generous holiday.
- Other info: Inclusive workplace with opportunities for growth and development.
- Why this job: Make a real impact on customers' financial wellbeing while developing your skills.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 31379 - 33030 £ per year.
We support flexible working – click here for more information on flexible working options.
Supports new and existing customers with their financial and service needs via a range of channels where appropriate, and delivers an excellent customer experience. Helps Britain and Northern Ireland prosper and ensures customers receive fair outcomes, are dealt with efficiently and referred to the correct person or channel where appropriate, including our vulnerable customers. Acts in line with the Group Values, Behaviours and Codes of Responsibility and supports LBG priorities.
Location: London - Curve office in Paddington
Hours: Full time – 35 hours per week
Working Pattern: Hybrid
Join Curve, backed by Lloyds Banking Group. Curve recently became part of Lloyds Banking Group, creating a unique opportunity to combine fintech innovation with the strength and reach of one of the UK's leading financial services organisations. As the Group accelerates towards its 2030 ambitions, Curve represents an exciting opportunity to help transform how millions of customers manage and move their money.
ABOUT THIS OPPORTUNITY – CURVE CREDIT
At Curve Credit, we're committed to supporting customers at every stage of their financial journey. We understand that managing finances can sometimes be challenging, and we're passionate about helping customers find solutions that work for them while delivering fair and positive outcomes.
We're looking for multiple Customer Success Agents who are passionate about supporting customers through sensitive financial situations. You'll build trusted relationships, provide personalised support and help customers manage repayments, while ensuring excellent customer outcomes within a regulated environment.
WHAT YOU'LL BE DOING
- Building strong, trusted relationships with customers to understand their circumstances and provide support where accounts have fallen into arrears.
- Communicating with customers via telephone and email, providing clear, fair and transparent information tailored to individual needs.
- Supporting customers to manage repayments and maximise the benefits of using Curve, while delivering positive customer outcomes.
- Making informed decisions using the information available to support customers in a fair and responsible way.
- Working in line with financial regulations, internal policies and customer care standards.
- Maintaining accurate customer records and updating account information.
- Identifying and escalating customer queries or complaints to the appropriate teams where required.
- Keeping up to date with relevant training, policies and regulatory requirements.
WHAT YOU'LL NEED
As a minimum, we'll be looking for evidence of the following skills and experience:
- Customer Service & Experience – Experience delivering high-quality customer service, ideally within a customer service, collections or financial services environment.
- Emotional Intelligence & Managing Customer Vulnerability – Build trusted relationships through empathy, active listening and effective questioning.
- Accountability & Decision Making – Taking ownership of customer interactions, and proactive in seeking solutions.
- Customer Centricity & Communication – Understanding customer needs and delivering personalised support.
- Adaptability & Continuous Learning – Adjusting your approach, priorities and ways of working as customer needs evolve.
And any experience of this would be really useful:
- Experience supporting customers whose accounts are in arrears or experiencing financial difficulty.
- Experience working within a regulated financial services environment.
- Knowledge of complaints handling and customer resolution processes.
- Understanding of GDPR and data protection requirements.
- Strong numeracy and literacy skills.
- Experience maintaining detailed and accurate customer records.
ABOUT WORKING FOR US
We're committed to building an inclusive and diverse workplace where everyone can succeed. We welcome different experiences, perspectives and ways of thinking because they help us better serve our customers.
We're happy to provide reasonable adjustments throughout the recruitment process and encourage applications from candidates of all backgrounds.
Ready to apply? If you're passionate about helping customers, providing support through challenging situations and delivering positive customer outcomes, we'd love to hear from you.
Collections Advisor in London employer: Lloyds Bank
At Lloyds Banking Group, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work environment in Fort William. With a strong focus on employee growth through our Skill Progression Framework, we provide ample opportunities for career advancement while ensuring a healthy work-life balance with flexible working options. Our comprehensive benefits package, including generous pension contributions and wellbeing initiatives, reflects our commitment to the well-being of our colleagues, making us a great place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Collections Advisor in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lloyds Bank. 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 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 Collections Advisor in London
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:Your cover letter is your chance to shine! Tell us why you want to work at Lloyds Bank 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!
How to prepare for a job interview at Lloyds Bank
✨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.
