At a Glance
- Tasks: Provide face-to-face support to customers and help them navigate important banking moments.
- Company: Join Lloyds Banking Group, a leader in customer service and support.
- Benefits: Enjoy a generous pension, performance bonuses, private medical benefits, and 22 days' holiday.
- Other info: Opportunities for career growth across various roles within the Group.
- Why this job: Make a real difference in people's lives while developing your career in a supportive environment.
- Qualifications: 12 months of customer service experience and a genuine passion for helping others.
The predicted salary is between 22000 - 26000 £ per year.
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 can 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, grow into other roles across the Group, and potentially support customers by phone, online, or through channels like web chat, video or social media.
Responsibilities
- Provide face‑to‑face support to customers at our branches.
- Handle everyday banking tasks while offering reassurance, guidance and practical support during important moments.
- Assist customers with bereavement, fraud concerns, vulnerability, and building confidence in digital banking.
- Promote and support digital services, and help customers use online and mobile banking independently.
- Recognise opportunities to connect customers with appropriate products and services.
- Adapt to different customer needs and maintain calm under pressure.
Qualifications & Skills
- A minimum of 12 months customer service experience.
- Honesty and genuine care for helping people with their finances.
- Ability to quickly build relationships and give customers a fantastic experience.
- Passion to put yourself in the customers' shoes, show empathy, act with care and integrity, and take time to resolve queries.
- Commitment to deliver on your promises and go above and beyond for the customer.
- Ability to collaborate closely with colleagues to ensure customer needs are met.
- People‑person qualities with adaptability, empathy and teamwork.
- Desire to learn and grow within the Group’s Skill Progression Framework.
Career Development
We require 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. You will then have opportunities to explore a wide range of career paths across the Group, including Digital, Operations, Fraud, Financial Planning and leadership roles.
Benefits
- A generous pension contribution of up to 15 %.
- An annual performance‑related bonus.
- Private medical benefit with BUPA.
- Share schemes.
- Discounted shopping and other lifestyle‑adapted benefits.
- 22 days' holiday (increases over time), with bank holidays on top and pro‑rated for part‑time roles.
- Well‑being initiatives and generous parental leave policies.
- Salaries reviewed annually on 1 April as part of our annual pay review.
- Full uniform provided.
Diversity, Equity & Inclusion
We are committed to creating an inclusive workplace that reflects the diversity of our customers and communities. We are disability confident and offer reasonable adjustments to recruitment processes. Our ambition is to be the leading UK business for diversity, equity and inclusion.
Lloyds Banking Group Customer Support - Middlesbrough employer: Lloyds Banking Group
Lloyds Banking Group is an exceptional employer, offering a supportive and inclusive work environment in Middlesbrough where you can make a real difference in customers' lives. With a strong focus on employee growth through our Skill Progression Framework, generous benefits including a substantial pension contribution and private medical care, and a commitment to diversity and well-being, we empower our team to thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Lloyds Banking Group Customer Support - Middlesbrough
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on Lloyds Banking Group. Understand their values and how they support customers. This will help you connect with the interviewers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service scenarios! Think about how you'd handle different situations, like supporting someone through bereavement or helping a customer with digital banking. Role-playing these scenarios can boost your confidence and prepare you for those tricky questions.
✨Tip Number 3
Show off your people skills! During the interview, make sure to highlight your ability to build relationships and empathise with customers. Share specific examples from your past experiences where you went above and beyond to help someone out.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that shows you’re keen and professional, and it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Lloyds Banking Group Customer Support - Middlesbrough
Some tips for your application 🫡
Show Your Customer Service Skills:Make sure to highlight your customer service experience in your application. We want to see how you've helped people in the past, especially during tough times. Share specific examples that showcase your empathy and ability to build relationships.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the job description. Mention how you can adapt to different customer needs and promote digital services, as these are key aspects of the role.
Be Genuine and Honest:We value honesty and genuine care for helping people. When writing your application, let your personality shine through. Show us your passion for supporting customers and how you go above and beyond to resolve their queries.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Lloyds Banking Group
✨Know Your Customer Service Basics
Brush up on your customer service skills before the interview. Be ready to share specific examples of how you've helped customers in the past, especially in challenging situations like fraud concerns or bereavement. This will show that you genuinely care and understand the importance of providing support.
✨Show Empathy and Adaptability
During the interview, demonstrate your ability to empathise with customers. Use role-play scenarios to showcase how you'd handle different customer needs, whether it's helping someone with digital banking or supporting a vulnerable customer. This will highlight your people-person qualities and adaptability.
✨Familiarise Yourself with Digital Services
Since promoting digital services is key in this role, make sure you know the ins and outs of the bank's online and mobile banking platforms. Be prepared to discuss how you would help customers navigate these services confidently, showing that you're proactive about supporting their needs.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the training process for new hires or how the team collaborates to meet customer needs. This shows your interest in the role and your commitment to growing within the company.
