Lloyds Banking Group Customer Support - Hemel Hempstead

You'll start your journey in one of our branches, providing face-to-face support to customers. 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.

Responsibilities

• Provide face-to-face customer support in branch locations and handle everyday banking tasks while prioritising customers' needs.
• Support customers through important moments (bereavement, fraud concerns, vulnerability) and help them navigate digital banking confidently.
• Promote and support digital services; assist customers in using online and mobile banking independently.
• Identify opportunities to connect customers with appropriate products and services; escalate where appropriate.
• Remain calm under pressure, adaptable, and empathetic; deliver reassurance and practical assistance.
• Collaborate with colleagues to ensure customer needs are met; maintain a high level of service as you grow into more complex roles across the Group.

Qualifications

• A minimum of 12 months customer service experience.
• A people person who is honest, genuine, and cares about helping people with their finances (no previous financial services experience required).
• Ability to quickly build relationships to deliver a fantastic customer experience.
• Passion to understand the customer perspective, show empathy, and act with care and integrity; take time to resolve queries and instil confidence.
• Commitment to delivering on promises and going above and beyond for customers.
• Genuine teammate who collaborates closely with colleagues to meet customer needs.

Development & Career Opportunities

At Lloyds Banking Group, we encourage a career mindset and provide opportunities to move into specialised areas across the Group, including Digital, Operations, Fraud, Financial Planning, and leadership roles. We ask new colleagues to spend a minimum of 12 months in a customer service role to master skills, handle more complex needs, and earn accreditations through our Skill Progression Framework. This helps you develop a deep understanding of our customers, services, and values.

Benefits & Working Arrangements

• A range of benefits including a generous pension contribution of up to 15%, annual performance-related bonus, private medical benefit with BUPA, share schemes, and lifestyle-related discounts.
• 22 days' holiday (increases over time), with bank holidays on top; pro rated for part-time roles.
• Wellbeing initiatives and generous parental leave policies; salaries reviewed annually on 1 April.
• Uniform provided to ensure you are prepared for work each day.
• Flexible working patterns and adjustments to hours in response to changing customer demand; discussed in advance.

Additional Information

We recognise diverse backgrounds and experiences and encourage you to apply even if you have transferable experience. This advert may reference specific years of experience; skills developed in various ways are welcome. Our roles can generate high interest and may close early. We are committed to creating a diverse, inclusive workplace and to equal opportunities.

Location & Schedule

Working across Lloyds and Halifax branches within a reasonable distance. Hours: 22 hours a week, including Saturdays. Part-time pattern; flexibility to adjust hours as needed with advance discussion.