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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: Enjoy a competitive salary, generous pension, and flexible working options.
- Other info: Diversity and inclusion are at our core; we welcome all applicants.
- 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: Queens Cross, Aberdeen. 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 and the working patterns is: 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 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.
Bank of Scotland - Customer Support - Queens Cross, Aberdeen 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 - Queens Cross, Aberdeen
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on the Bank of Scotland. Understand their values, products, and recent news. 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! In your 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
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and serious about joining the Bank of Scotland team.
We think you need these skills to ace Bank of Scotland - Customer Support - Queens Cross, Aberdeen
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your customer service experience in your application. We want to see how you've gone above and beyond for customers in the past, so share specific examples that showcase your people skills!
Tailor Your Application: Don’t just send a generic application! Take a moment to tailor your CV and cover letter to reflect the job description. Mention how your skills align with the role and why you’re excited about working with us at Bank of Scotland.
Be Yourself: We’re looking for genuine people who can connect with our customers. Let your personality shine through in your application. Share what makes you unique and how you can contribute to our team culture!
Apply Through Our Website: To make sure your application gets noticed, apply directly through our website. It’s the best way to ensure we see your application and can get back to you quickly. Don’t miss out on this opportunity!
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 discuss your previous experiences. Think about specific situations where you went above and beyond for a customer, 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 assess how you would handle various customer situations, like dealing with a bereavement or a fraud concern. Practise your responses to these scenarios, focusing on empathy and problem-solving skills.
✨Set Up Your Home Working Environment
Since this role transitions to home working, think about how you'll create a suitable workspace. Be prepared to discuss your home setup during the interview, including your Wi-Fi stability and a quiet area for taking calls.