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- 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 training and career development opportunities.
- Why this job: Make a real difference by helping customers through important moments in their lives.
- 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: Almondvale Centre, Livingston. 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 providing reassurance, guidance, and practical support during important moments.
- Adapting to different customer needs and promoting our digital services.
- 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 months’ customer service experience (no previous financial services experience required).
- A suitable home working environment including a private area for 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 commitment to deliver on promises and go above and beyond for 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 are 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.
- Full uniform provided.
We know that great talent comes from many backgrounds. While 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.
Bank of Scotland - Customer Support - Livingston 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 - Livingston
✨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! 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 really 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 reassurance.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the details about the role and any updates directly from us. Don’t miss out on this opportunity to join a fantastic team!
We think you need these skills to ace Bank of Scotland - Customer Support - Livingston
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 Support Basics
Brush up on your customer service skills and be ready to share examples from your past experiences. Think about how you've handled difficult situations or provided exceptional support, 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 ask how you'd handle specific customer scenarios, like supporting someone through a bereavement or resolving a fraud concern. Practise your responses to these types of questions to show you're ready to adapt to different customer needs.
✨Set Up Your Home Working Environment
Since this role transitions to home working, think about your setup. Be prepared to discuss how you'll create a suitable workspace, including a private area for calls and a reliable Wi-Fi connection. This shows you're serious about the role and ready to hit the ground running.