At a Glance
- Tasks: Support customers in-branch and transition to remote assistance via phone and digital channels.
- Company: Join Lloyds Banking Group, a leader in customer service and support.
- Benefits: Enjoy a competitive salary, generous pension, and flexible working options.
- 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: Shirley Branch, 248 Stratford Road, Shirley Solihull B90 3AE. Working across our Lloyds and Halifax 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 the following working patterns:
- 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 month’s customer service experience (There is 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.
We know that great talent comes from many backgrounds. Whilst 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.
Like what you hear? Join us! Apply today and find out more. Please note our roles can generate a considerable amount of interest and close early so don’t miss out on this opportunity to apply today.
Lloyds Banking Group Customer Support - Shirley employer: Lloyds Banking Group
Lloyds Banking Group is an exceptional 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%, private medical cover, and flexible working arrangements transitioning to remote roles, employees are empowered to grow and thrive in their careers while making a meaningful impact on customers' lives.
StudySmarter Expert Advice🤫
We think this is how you could land Lloyds Banking Group Customer Support - Shirley
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Lloyds Banking Group. 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 the team.
✨Tip Number 2
Practice makes perfect! Think about common customer service scenarios and how you would handle them. Role-play with a friend or family member to get comfortable with your responses. This will boost your confidence when it comes to the real deal.
✨Tip Number 3
Show off your people skills! During the interview, highlight your experience in dealing with customers, especially in challenging situations. Share specific examples where you went above and beyond to help someone – this is what they want to hear!
✨Tip Number 4
Don’t forget to ask questions! At the end of your interview, have a couple of thoughtful questions ready. This shows your enthusiasm for the role and helps you figure out if it's the right fit for you. Plus, it’s a great way to engage with your interviewer.
We think you need these skills to ace Lloyds Banking Group Customer Support - Shirley
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight your customer service experience. We want to see how your skills align with the role, so don’t be shy about showcasing your strengths!
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 love a good story!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so make sure your writing is easy to read and gets straight to the heart of what you want to say.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it’s super easy to navigate!
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 customers through important moments.
✨Familiarise Yourself with Lloyds Products
Take some time to research Lloyds Banking Group’s products and services. Understanding their offerings will not only impress the interviewers but also show that you're genuinely interested in the role and ready to become a subject matter expert.
✨Prepare for Remote Work Questions
Since this role transitions to remote work, be prepared to discuss your home working environment. Highlight your stable Wi-Fi connection and a quiet space for taking calls, as well as any experience you have with remote communication tools.
✨Show Your People Skills
This position requires a strong focus on empathy and communication. Be ready to demonstrate your ability to connect with people, whether it's through anecdotes or discussing how you adapt to different customer needs. Remember, they want someone who can go above and beyond for their customers!
