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: Competitive salary, generous pension, private medical benefits, and flexible lifestyle perks.
- Other info: Diverse and inclusive workplace with excellent career progression opportunities.
- 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 genuine 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 in Stoke-on-Trent employer: Lloyds Banking Group
At Lloyds Banking Group, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work environment in Stoke on Trent. Our commitment to employee growth is evident through our Skill Progression Framework, which empowers you to develop your career while providing meaningful support to customers during important moments in their lives. With a generous benefits package, including a robust pension scheme and a focus on diversity and inclusion, we ensure that every team member feels valued and has the opportunity to thrive.
StudySmarter Expert Advice🤫
We think this is how you could land Lloyds Banking Group Customer Support - Stoke on Trent in Stoke-on-Trent
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Lloyds Banking Group and its values. This will help you connect your experiences to what they care about, showing that you're not just another candidate.
✨Tip Number 2
Practice your people skills! Since this role is all about helping customers, think of examples from your past where you've gone above and beyond for someone. Be ready to share these stories during your interview to showcase your empathy and adaptability.
✨Tip Number 3
Dress the part! Even though we provide uniforms, making a good first impression matters. Wear something smart and professional for your interview to show that you take this opportunity seriously.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're genuinely interested in joining our team at Lloyds Banking Group. Don’t wait too long, as roles can close early!
We think you need these skills to ace Lloyds Banking Group Customer Support - Stoke on Trent in 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’re looking for people who are authentic and care about helping others. In your written application, let your personality shine through! Share why you’re passionate about supporting customers and how you can make a difference.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the skills and qualities mentioned in the job description. This shows us that you’ve done your homework and are genuinely interested in the role.
Apply Through Our Website:We encourage you to apply directly 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, so don’t hesitate to get started!
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 help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Empathy
Since this role requires a lot of interaction with customers, be prepared to demonstrate your empathy and understanding. Think of examples from your past customer service experience where you went above and beyond to help someone. This will highlight your ability to connect with customers and provide reassurance during important moments.
✨Prepare for Scenario Questions
Expect scenario-based questions during your interview. Practice how you would handle situations like supporting a vulnerable customer or resolving a fraud concern. Use the STAR method (Situation, Task, Action, Result) to structure your answers, ensuring you convey your thought process and problem-solving skills effectively.
✨Ask Thoughtful Questions
At the end of the interview, you'll likely have the chance to ask questions. Use this opportunity to inquire about the training and development opportunities available, especially regarding the Skill Progression Framework mentioned in the job description. This shows your eagerness to grow within the company and your commitment to delivering excellent customer service.
