Bank of Scotland - Customer Support - Cumbernauld

LOCATION(S): Cumbernauld, Falkirk and Stirling. Working across our Bank of Scotland branches within a reasonable distance.

HOURS: 35 hours a week, including Saturdays.

WORKING PATTERN: Full-time.

SALARY: £26,200, increasing to £26,950 after 6 months.

What you'll be doing

You’ll start your journey in one of our branches, providing face‑to‑face support to customers. 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. We don’t expect you to know everything about banking—we’ll teach you. What matters is being calm under pressure, adaptable, and empathetic. As you grow, you may progress into other roles across the Group, including supporting customers by phone, online, or through channels like web chat, video or social media.

What we’re looking for

• A minimum of 12 months of customer service experience.
• People person—honest, genuine, caring about helping people with their finances (no previous financial services experience required).
• Ability to quickly build relationships to give customers a fantastic experience.
• Passion to put yourself in customers’ shoes, show empathy, act with care and integrity—taking time to resolve queries and giving our customers confidence in the service you provide.
• Commitment to deliver on promises and going above and beyond for your customer.
• Genuine teammate—collaborating closely with colleagues to ensure customer needs are met.

Grow Your Career with Our Skill Progression Framework

At Lloyds Banking Group, we don’t just offer jobs—we offer careers. We believe in building strong foundations, which is why we ask all new colleagues to spend a minimum of 12 months in a customer service role, mastering new skills, dealing with more complex customer needs and earning valuable accreditations through our Skill Progression Framework. This helps you develop a deep understanding of our customers, our services and the values that drive us. Once you’ve built that foundation, we’ll support you in exploring a wide range of career opportunities across the Group in more specialist areas including Digital, Operations, Fraud and Financial Planning, as well as opportunities to move into leadership roles.

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.

Benefits

• A generous pension contribution of up to 15%
• An annual performance‑related bonus
• Private medical benefit with BUPA
• 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.