Lloyds Banking Group Customer Support - Shirley in Solihull

We support flexible working – click here for more information on flexible working options.

Flexibility in when hours are worked.

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.

LOCATION: Shirley Branch, 248 Stratford Road, Shirley Solihull B90 3AE. Working across our Lloyds and Halifax branches within a reasonable distance for a period of up to 9 months. After this period, the role will be extended to a remote role, assisting our customers over the telephone working from home.

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 the following working patterns:

• 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)
• 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. While you’ll handle some everyday banking tasks, the heart of this role is helping people through important moments — offering reassurance, guidance and practical support. This could include supporting someone through a bereavement, resolving a fraud concern, helping a vulnerable customer, or building confidence with digital banking. 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 to be able to serve customers when they need us most.
• 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’re disability confident. So, if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

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, so you’ll always feel prepared and won’t need to think about what to wear for work each day.

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.

Like what you hear? Join us! Apply today and find out more.

Please note our roles can generate a considerable amount of interest and close early so don't miss out on this opportunity to apply today.

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.