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 diversity and inclusion.
- Benefits: Competitive salary, generous pension, private medical benefits, and flexible lifestyle perks.
- Other info: Opportunities for career growth across various specialisations within the Group.
- Why this job: Make a real difference in people's lives while building a rewarding career.
- Qualifications: 12 months of customer service experience and a passion for helping others.
The predicted salary is between 26200 - 26950 £ per year.
LOCATION(S): Stoke On Trent & Crewe. Working across our Lloyds and Halifax branches within a reasonable distance.
HOURS: 35 hours a week, including Saturdays.
WORKING PATTERN: Full-Time.
SALARY: £26,200 increasing to £26,950 after 6 months.
What you'll be doing:
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 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.
What we’re looking for:
- A minimum of 12 months customer service experience.
- A people person - You’ll be honest and genuine, caring about helping people with their finances (no previous financial services experience required).
- The ability to quickly build relationships to give customers a fantastic experience.
- The passion to put yourself in the customers' shoes, show empathy, acting with care and integrity - taking time to resolve queries and giving our customers confidence in the service you’re providing.
- The commitment to deliver on your promises and going above and beyond for your customer.
- A genuine teammate - collaborating closely with colleagues to ensure your customers' needs are met.
Grow Your Career with Our Skill Progression Framework:
At Lloyds Banking Group, we don’t just offer jobs - we offer careers. We believe in building strong foundations, which is why we ask all 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. This helps you develop a deep understanding of our customers, our services, and the values that drive us.
Once you’ve built that foundation, we’ll support you in exploring a wide range of career opportunities across the Group in more specialist areas including Digital, Operations, Fraud, and Financial Planning, as well as opportunities to move into leadership roles.
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.
We also offer a wide-ranging benefits package, which includes:
- A generous pension contribution of up to 15%.
- An annual performance-related bonus.
- Private medical benefit with BUPA.
- 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 - Stoke on Trent employer: Lloyds Banking Group
At Lloyds Banking Group, we pride ourselves on being an exceptional employer, offering a supportive work culture that prioritises employee growth and development. With a comprehensive benefits package, including a generous pension contribution, private medical benefits, and a commitment to diversity and inclusion, our Stoke on Trent branch provides a fulfilling environment where you can thrive while making a meaningful impact in customers' lives. Join us to build a rewarding career with ample opportunities for progression across various specialisms within the Group.
StudySmarter Expert Advice🤫
We think this is how you could land Lloyds Banking Group Customer Support - Stoke on Trent
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Lloyds Banking Group. Understand their values, services, and what makes them tick. 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 people skills! Since this role is all about helping customers, think of examples from your past experiences where you've gone above and beyond for someone. Be ready to share these stories during your interview to demonstrate your empathy and commitment to customer service.
✨Tip Number 3
Dress the part! Even though we provide uniforms, showing up looking smart and professional for your interview can make a great first impression. It shows that you respect the opportunity and are serious about joining the team.
✨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 can set you apart from other candidates and keep you fresh in their minds.
We think you need these skills to ace Lloyds Banking Group Customer Support - Stoke on Trent
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, so share specific examples that showcase your ability to empathise and resolve issues.
Be Genuine and Honest:We love a good story! When writing your application, be yourself and let your personality shine through. Show us why you care about helping customers with their finances and how you can make a difference in their lives.
Tailor Your Application:Take a moment to read the job description carefully and tailor your application accordingly. Use keywords from the description to demonstrate that you understand what we're looking for and how you fit the bill.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you're serious about joining our team at Lloyds Banking Group.
How to prepare for a job interview at Lloyds Banking Group
✨Know the Role Inside Out
Before your interview, make sure you understand what the Customer Support role at Lloyds Banking Group entails. Familiarise yourself with the key responsibilities, such as providing face-to-face support and helping customers with digital banking. This will show that you're genuinely interested and prepared.
✨Showcase Your Empathy
Since this role requires a lot of interaction with customers, be ready to demonstrate your empathetic side. Think of examples from your past customer service experience where you helped someone through a tough situation. This will highlight your ability to connect with customers on a personal level.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific customer situations, like dealing with a bereavement or resolving a fraud concern. Practise your responses to these scenarios, focusing on how you would reassure and guide the customer while maintaining a calm demeanour.
✨Ask Thoughtful Questions
At the end of the interview, have a few questions ready to ask the interviewer. Inquire about the training process, opportunities for career progression, or how the team collaborates to meet customer needs. This shows your enthusiasm for the role and your desire to grow within the company.
