At a Glance
- Tasks: Handle customer complaints and provide support through inbound calls.
- Company: Join Lloyds Banking Group, a leader in customer service.
- Benefits: Enjoy hybrid working, competitive pay, and 31 days annual leave.
- Other info: Inclusive workplace with opportunities for growth and development.
- Why this job: Make a real difference for customers while developing your skills.
- Qualifications: Strong communication skills and attention to detail required.
PAY: £14.40p/hr
LOCATION: Dundee
HOURS: Full Time, 35 hours per week
WORKING PATTERN: Our work style is hybrid, which involves spending at least 2 days per week, or 40% of our time, in our office. We'll just need your commitment to 35 hours across Mon-Fri (9.00am-5pm). The first 2 weeks will be 100% office based for training.
START DATE: 3rd August
CONTRACT: 6 months
About this opportunity: Our Customer Service teams are the heartbeat of our organisation. Do you want to be part of a team that makes a genuine difference to our investment customers? Our Investment Customer Services function plays a vital role in supporting customers with their queries, concerns, and formal complaints. Ensuring complaints are handled accurately and efficiently is key to delivering fair customer outcomes.
We're currently looking for people who care about customers to join our Complaints Support team at Lloyds Banking Group. As a Customer Service Advisor, you'll be the first point of contact for customers raising concerns. You'll take inbound calls to log and clarify new complaints, ensuring all details are captured accurately from the outset. You'll also review existing complaint cases to ensure records are complete and up to date, while supporting the team with associated administration.
You'll build trust with customers on every call you take. By listening carefully, asking the right questions, and paying close attention to detail, you'll make sure complaints are clearly understood and recorded to help deliver the right outcomes.
Day to day, you'll be:
- Taking a high volume of inbound calls to log and clarify new complaints.
- Ensuring accurate and detailed complaint records are created and maintained.
- Reviewing existing complaint logs to check for completeness and quality.
- Completing a range of back-office administrative tasks to support complaint handling.
- Multi-tasking between telephony work and system-based activities.
- Demonstrating strong attention to detail to ensure high-quality data capture.
- Supporting a fair and consistent customer experience through accurate record-keeping.
- Being proactive in your approach to learning and personal development.
Why Lloyds Banking Group? Join us and, as well as making a difference to customers, you'll enjoy a fulfilling career where you're free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities - you'll find them all here.
Benefits:
- Work from home 3 days per week
- Prime location in Dundee
- Close to public transport links
- First class support and training for all colleagues
- Opportunity for growth within the company
- Weekly Pay
- Online payslips
- Dedicated aftercare team
- Annual leave allowance of 31 days per year
- Employee Assistance Programme
- Access to Able Futures
- Eyecare vouchers
- Access to Boost benefits such as discounted shopping vouchers, services, attraction tickets and more
- Smart Spending App
- Workplace Pension scheme
What you'll need:
- Strong communication and listening skills, with a professional and friendly telephone manner.
- High attention to detail and the ability to capture accurate information.
- Confidence in handling a high volume of calls.
- Good all-round IT skills, including experience of using Microsoft applications.
- A methodical and organised approach to tasks and administration.
- The ability to ask the right questions to fully understand customer concerns.
About working for us: Our focus is to ensure we're inclusive every day and build an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity, or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it's why we especially welcome applications from under-represented groups. We're disability confident. So, if you'd like reasonable adjustments to be made to our recruitment processes, just let us know.
If you're excited by the thought of becoming part of our team, get in touch. We'd love to hear from you.
Customer Service Adviser in Dundee employer: Pontoon
At Lloyds Banking Group, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work environment in the heart of Dundee. With a hybrid working model, comprehensive training, and a commitment to employee growth, we empower our Customer Service Advisers to make a meaningful impact while enjoying a range of benefits including flexible working, generous annual leave, and access to various employee assistance programmes. Join us to be part of a diverse team that values your individuality and fosters professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Adviser in Dundee
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pontoon. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Pontoon before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Adviser in Dundee
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Pontoon:Your cover letter is your chance to shine! Tell us why you want to work at Pontoon specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Pontoon!
How to prepare for a job interview at Pontoon
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
