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- Tasks: Support customers in-branch and transition to remote assistance via phone and online channels.
- Company: Join the Bank of Scotland, a leader in customer service and support.
- Benefits: Competitive salary, generous pension, private medical cover, and flexible 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 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 month’s 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.
- Advocates of Lloyds Banking Group’s products and services, becoming subject matter experts for our banking app and products.
- A people person, committed to delivering excellent service to millions of 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! Prepare for common customer support scenarios you might face. Think about how you'd handle difficult customers or tricky situations. Role-playing with a friend can help you feel more confident when it’s your turn to shine.
✨Tip Number 3
Show off your people skills! During the interview, highlight your experience in customer service. Share specific examples of how you've gone above and beyond for customers. Remember, they want someone who can connect with people and provide excellent support.
✨Tip Number 4
Don’t forget to ask questions! At the end of your interview, have a few thoughtful questions ready. This shows your interest in the role and helps you understand if it's the right fit for you. Plus, it gives you a chance to learn more about the team and culture.
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, let your personality shine through! Share examples of how you've gone above and beyond for customers in the past. We want to see that you're a people person who can connect with others.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate a well-structured application that gets straight to the point, making it easy for us to see why you’d be a great fit.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details 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 Service Stuff
Brush up on your customer service experience and be ready to share specific examples. Think about times when you went above and beyond for a customer or handled a tricky situation. This role is all about helping people, so showing that you genuinely care will make a great impression.
✨Familiarise Yourself with Digital Banking
Since you'll be promoting digital services, it’s a good idea to get comfortable with online and mobile banking platforms. If you can, explore the Bank of Scotland's app and website beforehand. Being able to discuss features and benefits confidently will show that you're proactive and ready to help customers navigate their banking needs.
✨Prepare for Scenario Questions
Expect questions that put you in real-life customer scenarios. Practice how you would handle situations like supporting someone through a bereavement or resolving a fraud concern. Think about your approach to empathy and problem-solving, as these are key skills for this role.
✨Set Up Your Home Office
Since this role transitions to home working, ensure you have a quiet space with a stable Wi-Fi connection. During the interview, mention your home setup to demonstrate that you're ready for the remote aspect of the job. It shows you're serious about making this work and can handle the responsibilities effectively.