At a Glance
- Tasks: Support customers in branches and transition to remote assistance via calls and digital channels.
- Company: Join the Bank of Scotland, a leader in customer service and support.
- Benefits: Enjoy a competitive salary, generous pension, private medical benefits, and flexible lifestyle perks.
- 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: Glenrothes
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 are:
- 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 months’ 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.
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
- 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.
Bank of Scotland - Customer Support - Glenrothes employer: Lloyds Banking Group
At Bank of Scotland, we pride ourselves on being an excellent employer, offering a supportive work culture that prioritises diversity, equity, and inclusion. With a comprehensive training programme, generous benefits including a pension contribution of up to 15%, and the opportunity for remote work after your initial branch period, we empower our employees to grow and thrive in their careers while making a meaningful impact on our customers' lives.
StudySmarter Expert Advice🤫
We think this is how you could land Bank of Scotland - Customer Support - Glenrothes
✨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 various customer 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 seen by the right people and shows your enthusiasm for the role.
We think you need these skills to ace Bank of Scotland - Customer Support - Glenrothes
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
Since this role is all about helping customers, brush up on your customer service experience. Think of specific examples where you went above and beyond for a customer. This will show that you’re not just a people person, but also someone who can handle important moments with care.
✨Familiarise Yourself with Digital Banking
As you'll be promoting digital services, make sure you understand the basics of online and mobile banking. If you can, try out the Bank of Scotland app and other services beforehand. Being able to discuss these confidently will impress your interviewers.
✨Prepare for Scenario Questions
Expect questions that ask how you'd handle specific customer situations, like supporting someone through a bereavement or resolving a fraud concern. Practise your responses to these scenarios so you can demonstrate your empathy and problem-solving skills during the interview.
✨Set Up Your Home Office
Since the role transitions to home working, ensure you have a suitable environment ready. Mentioning your stable Wi-Fi connection and private area during the interview shows you're prepared and serious about the position. It’s a small detail that can make a big difference!
