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- Tasks: Support customers in-branch and transition to remote assistance via phone and digital channels.
- Company: Join the Bank of Scotland, a leader in customer service and support.
- Benefits: Competitive salary, generous pension, private medical cover, and flexible lifestyle benefits.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: 12 months of customer service experience; no financial services background needed.
The predicted salary is between 26200 - 26950 £ per year.
Salary: £26,200 increasing to £26,950 after 6 months
Location: Sauchiehall Street, Glasgow. Working across our Bank of Scotland 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 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 a maximum of 37.5% weekend days (3 weekend days over a 4 week period).
What you’ll be doing:
- Supporting customers side‑by‑side in one of our branches.
- Transitioning to working from home, handling inbound calls and helping customers through various channels including social media, web‑chat and remote video appointments.
- Handling everyday banking tasks while offering reassurance, guidance and practical support during important moments.
- Adapting to different customer needs, promoting and supporting our digital services, and helping customers use online and mobile banking independently.
- Recognising opportunities to connect customers with the right products and services.
- Learning about our products, processes and systems to respond to queries quickly.
What we’re looking for:
- A minimum of 12 months’ customer service experience (no previous financial services experience required).
- 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.
- A commitment to deliver on promises and going above and beyond for customers.
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. We’re committed to creating an environment in which everyone can thrive, learn and develop.
Disability confident: We’re disability confident. If you’d like reasonable adjustments to be made to our recruitment processes, just let us know.
Benefits:
- 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
- Full uniform provided
Bank of Scotland - Customer Support - Glasgow employer: Lloyds Banking Group
Contact Detail:
Lloyds Banking Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Bank of Scotland - Customer Support - Glasgow
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on the Bank of Scotland. Understand their values, mission, and the services they offer. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when discussing how you'd handle different situations during the interview.
✨Tip Number 3
Show off your people skills! During the interview, share specific examples of how you've gone above and beyond for customers in the past. Highlight your ability to connect with people and provide support, as this is key for the role.
✨Tip Number 4
Apply through our website! We encourage you to submit your application directly on our site. It’s the best way to ensure your application gets noticed and shows your enthusiasm for the position.
We think you need these skills to ace Bank of Scotland - Customer Support - Glasgow
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Support role. Highlight your customer service experience and any relevant skills that match what we’re looking for. This shows us you’re genuinely interested in the position!
Show Your People Skills: Since this role is all about helping customers, don’t forget to showcase your people skills. Share examples of how you've gone above and beyond for customers in the past. We want to see that you’re a true people person!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use simple language and avoid jargon. We appreciate straightforward communication, especially since you'll be helping customers with their banking needs.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Lloyds Banking Group
✨Know Your Customer Support Basics
Brush up on your customer service skills and be ready to share examples from your past experiences. Think about how you've handled difficult situations or provided exceptional support, as this role is all about helping people through important moments.
✨Familiarise Yourself with Digital Banking
Since you'll be promoting digital services, make sure you understand the basics of online and mobile banking. If you can, explore the Bank of Scotland's app and services beforehand so you can speak confidently about them during the interview.
✨Prepare for Scenario Questions
Expect questions that ask how you'd handle specific customer scenarios, like supporting someone through a bereavement or resolving a fraud concern. Practise your responses to these types of questions to show you're ready to adapt to different customer needs.
✨Set Up Your Home Working Environment
Since this role transitions to home working, think about your home setup. Be prepared to discuss how you'll create a suitable environment for taking calls, including a quiet space and reliable Wi-Fi. This shows you're serious about the role and ready to hit the ground running.