Senior Customer Service Advisor

Flexible Working Options

Hybrid Working

Job Description Summary

Join our fantastic Customer Service team

Job Description

JOB TITLE: Senior Customer Service Advisor

SALARY: £24,539

LOCATION: Belfast

HOURS: Full Time (35 hours)

WORKING PATTERN: Flexible Mixed

• Start times between 7am and 1pm and end times between 3pm and 9pm
• Maximum of 5 out of 7 days (based on a Monday-Sunday week)
• Maximum of 25% weekend days over a 4 week period

START DATE: 3rd February 2025

About this opportunity

Do you want to be part of a team that supports our vulnerable customers Delivering the required empathetic, caring, and well-informed service to such customers takes a special kind of person. Perhaps you could help us make it possible?

We're currently looking for caring people to join our contact centre teams to support customers from our Halifax, Bank of Scotland and Lloyds Bank brands.

You'll become the go-to person when relatives register a bereavement and need to understand products like mortgages, insurance and lending and you'll help our deaf customers access services, working with interpreters and tailoring your efforts to meet their needs.

You'll learn all about powers of attorney and enabling representative access to products and services, and you'll be helping cancer sufferers through their journey to ensure their banking needs are met at every twist and turn.

We'll provide any and all the training you'll need on our systems, products, and processes in an additional 2-week training programme beyond regular training to learn the deeper requirements of this role.

This position is primarily a home working role, following completion of the onsite training and the 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.

About us

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.

What you'll need

We're seeking the highest level of customer service skills possible to deliver the high standards our customers expect, often at difficult times.

You're going to need strong empathy and listening skills to fully understand their situation while appreciating the worry or concern they're feeling.

Sound judgement, decision-making and attention to detail will be critical to you reaching good customer outcomes that also meet legal and regulatory policy and procedures. And that ability to naturally build rapport and show compassion with all types of people, from all walks of life, will help you do your level best for their situation

About working for us

Our focus is to ensure we're inclusive every day, building 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 and 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.

That is 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.

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.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 22 days' holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

From 1st April your cash package will increase in line with an annual review of pay.Ready for a career where you can have a positive impact as you learn, grow and thrive?

About our Gasworks site

With a track record for developing our colleagues this pioneering site has award-winning teams and Leadership to help you progress your career.

It also tries to make the working day enjoyable with the following facilities:

• On-site car parking with Electric charging docks
• An extensive canteen
• Rest areas with pool table, TVs, games consoles etc.
• Quiet reflection rooms
• A kitchenette area on each floor equipped with fridges & microwaves
• On site showers & changing facilities

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we're building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.