At a Glance
- Tasks: Provide top-notch customer service and support mortgage brokers over the phone.
- Company: Join Lloyds Banking Group, a diverse and inclusive workplace.
- Benefits: Competitive pay, flexible benefits, well-being support, and career growth opportunities.
- Other info: Enjoy a supportive environment with excellent training and weekly pay.
- Why this job: Make a real difference in customers' lives while developing your skills.
- Qualifications: Strong customer service skills and a curious mindset.
Location: Edinburgh Ettrick House
Contract: Temporary - Ends 31st December 2026
Start Date: 13th July 2026
Working Pattern: Monday - Friday 8am-6pm shift rotation, 1 Saturday every 4 weeks 9am - 4pm with day off during the week in lieu
Pay Rate: £14.40 per hour
Hybrid Working: Office based 5 days per week, for initial 6 months, then 3 days a week from home (subject to eligibility and manager sign off).
About the Opportunity:
Do you have a curious attitude and a passion for being part of a successful team? If so, we would love to hear from you! Lloyds Banking Group are recruiting now for Customer Service Assistants to join their Homes Operations Mortgages New Business Team. Based in our contact centre, the nature of this role is to provide an enhanced service to our Multi Brand Mortgage Brokers & Mortgage Advisors on a range of mortgage products over the phone. The core purpose of the role is to support our customer journey of 'Help me own a Home'. As part of the team, you will be taking incoming calls from our valued customer base and providing the highest level of service through a breadth of decision-making across multiple brands.
Key Responsibilities:
- Case ownership including liaising with a wide range of customers on products, brands, propositions, and systems.
- Acting as first point of contact via phone to a large customer base.
- Using your judgment to make complex decisions.
- Building strong relationships with brokers.
- Deliver a positive customer experience in colleague and customer interactions by phone, email or letter.
- Accurately calculate affordable lending on complex scenarios.
- Support affordability requests.
- Identifying and raising ideas for continuous improvement to enhance the customer and colleague experience by adding new value to the end-to-end process.
About our client:
Lloyds Banking Group is focused on ensuring inclusivity and building an organisation that reflects modern society and celebrates diversity in all its forms. With great colleagues and a multitude of career opportunities, you'll find a supportive and inclusive environment where you can thrive.
Requirements:
- Able to adapt to new challenges
- Highly curious and enjoys exploring beyond the original question to unearth customer insights and identify improvements.
- Ability to work at pace and can successfully deliver against targets.
- Strong Customer Service skills as well as excellent verbal communication when sharing ideas and proposals for improvements.
Benefits:
- Location close to public transport links
- Free onsite parking
- Flexible benefits to suit your lifestyle, such as discounted shopping, attraction tickets and travel.
- First-class support and training for all colleagues
- Opportunity for growth within the company
- Well-being Support through dedicated Apps and Employee Assistance Programme
- Holiday allowance
- Weekly pay
At our client's organisation, we are committed to fostering an inclusive and diverse workplace. We celebrate individuals from all backgrounds, cultures, and identities, and welcome applications from under-represented groups. We are disability confident and can make reasonable adjustments to our recruitment processes upon request.
If you are excited about the opportunity to join our client's team as a Mortgage Consultant and make a difference in the lives of our customers, we want to hear from you. Apply now and take the next step in your career!
Customer Service Assistant in Edinburgh employer: Pontoon
Lloyds Banking Group is an exceptional employer, offering a supportive and inclusive work environment in Edinburgh, where employees can thrive and grow. With flexible benefits, comprehensive training, and a commitment to diversity, the company fosters a culture that values every individual while providing opportunities for career advancement. Join us as a Customer Service Assistant and be part of a team dedicated to enhancing customer experiences and making a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Assistant in Edinburgh
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Lloyds Banking Group. Understand their values and what they stand for. 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 makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when answering questions about how you'd handle different situations during the interview.
✨Tip Number 3
Show off your curiosity! During the interview, share examples of how you've gone above and beyond to understand customer needs. Highlighting your inquisitive nature can really set you apart from other candidates.
✨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 your enthusiasm for the role and keeps you fresh in their minds.
We think you need these skills to ace Customer Service Assistant in Edinburgh
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the Customer Service Assistant role. We want to see your passion for customer service shine through!
Show Off Your Curiosity:Since we’re looking for someone with a curious attitude, don’t hesitate to share examples of how you've explored beyond the surface in previous roles. This will show us you’re ready to dig deep for our customers.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate straightforward communication, so make sure your key points stand out without unnecessary fluff.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at Pontoon
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Service Assistant role. Familiarise yourself with the key responsibilities, especially around case ownership and customer interactions. This will help you demonstrate your knowledge and enthusiasm during the conversation.
✨Show Off Your Curiosity
Since the job requires a curious attitude, prepare examples of how you've explored beyond the surface in previous roles. Think about times when you identified customer insights or suggested improvements. This will show that you’re not just a problem-solver but also someone who actively seeks to enhance the customer experience.
✨Practice Your Communication Skills
As you'll be dealing with customers and brokers over the phone, practice clear and confident communication. Consider doing mock interviews with friends or family, focusing on how you articulate your thoughts and ideas. This will help you feel more at ease and convey your points effectively during the actual interview.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, training opportunities, and how they measure success in the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
