Customer Consultant Edinburgh, Scotland
Lloyds Banking Group
Full Time
Edinburgh, Scotland
21285 GBP ANNUAL Today
Job description
End Date
Tuesday 06 June 2023
Salary Range
Agile Working Options
Job Description Summary
Job DescriptionLloyds Banking Group is the UK's largest Retail and Digital bank, a leading insurer and mortgage lender with millions of customers to please, our primary purpose is to help Britain prosper…And this is only realistic if we're making a genuine difference to Britain's people, its businesses, and local communities.
Our customers need to feel safe in your hands! You will be responsible for handling customer circumstances with empathy, understanding their situation and considering their experience throughout, whilst helping them back to financial health as quickly as possible.
Job Description
Join our growing team in Lloyds Banking Group in our Motor Customer Financial Assistance & Recoveries area where we put our customers interests at the heart of everything we do. Black Horse and Lex Autolease are the UK’s leading providers of motor & leisure finance, with a range of Hire Purchase, PCP and Leasing products. We in Motor Customer Financial Assistance & Recoveries are there to support our customers when they find themselves in financial difficulties, which is why our teams play a vital role in listening and understanding our customers individual circumstances and agreeing a fair solution that will help our customers back to full financial health and as quickly as possible.
We’ll provide full training and help you develop an in-depth knowledge of our systems, products, and processes. Alongside your strong communication and customer service skills this will help to ensure you deliver the high standards of service our customers expect.
We're always considering the customer experience and how we can make improvements. You'll keep your product knowledge up to date asking when unsure and identify your own skill gaps, taking ownership to close them
We're committed to building a workforce which reflects the diversity of the customers and communities we serve, and to building an inclusive environment where all our colleagues can be themselves and succeed on merit. We're an equal opportunity employer and deeply value diversity within our organisation. Together we are stronger!
We care about our colleagues and take your personal and professional development very seriously and enable you to make a genuine difference throughout your career with us - growth, career development, flexible working, and the option to give a community day to support local initiatives all making a genuine difference.
We will also support you to progress into a coaching or leadership role if that is something that appeals to you.
What is the role?
The role will require you to take inbound calls from customers who are currently experiencing financial difficulties:
- You will provide a first class service to customers in financial difficulty, understanding their circumstances in full, preventing their situation intensifying leading to more serious consequences where possible.
- Identifying customers in vulnerable circumstances is expected, ensuring a full understanding of their situation including the impact it is having on them and take the most appropriate action.
- There’s a need for you to take ownership of a range of sophisticated customer situations and apply appropriate solutions based on the individual needs of the customer.
- We need you to assess the customer’s situation and affordability and ensure that the outcome reached for each customer is fair and balanced for their circumstances.
- You'll accept change and be willing to adopt new ways of working for the benefit of customers and the bank, keeping your knowledge relevant, so we get things right first time.
From day one we'll teach you all about our products, processes and systems and you'll learn how respond to queries quickly and become better every day...
And with an employee benefits package you can tailor to suit your lifestyle a Customer Consultant role in Lloyds Banking Group brings many exciting rewards.
We'll give you an initial salary package of £22,136 comprising a full time equivalent basic salary of £21,285 (Working 35 hours per week) and a Flex cash pot of £851.
Employee Benefits Package
- Eligible for Annual Bonus Award.
- Reduced rates on financial products within Lloyds Banking Group.
- 154 hours annual leave excluding bank holidays (option to sell or buy).
- The Flex cash pot of 4% (private medical cover, Dental Plan, Flex Card with 15% Discount on 70 well known retailers, Tax/NI efficient electric vehicle (or bike) purchasing schemes etc).
- Option to give a community day to support local initiatives all making a genuine difference.
- Various share schemes (including free shares).
- A generous pension contribution starting at 9% (rising to 15%) which comes with life cover of up to 8x salary.
- Further everyday discounts on the weekly food shop, travel and electronics/mobile through our PerksAtWork scheme.
- We also have a number of free health and well-being offerings and generous maternity/paternity and adoption leave policies.
Our training programme/shift patterns
- From Day 1 we’ll provide all the training and support you'll need and many of our colleagues also go on to gain industry qualifications or careers in the wider Group - there's a wealth of opportunities.
- If you are successful, you will complete an on site training programme within one of our CFA Hub Sites: Lloyds Banking Group, Ettrick House, Edinburgh and need to be available Monday to Friday 9am to 5pm for the duration of the training (13 – 15 days).
- You will be part of a supportive and encouraging team who work a variety of flexible shifts to accommodate their work-life balance and to be available when our customers need us. We have various shifts across our core opening hours of Monday to Friday 8.30am to 7pm and Saturday 8am to 1pm.
- The ability to be able to remote/hybrid work (office/home) once you have built your capability within the role (a minimum of 3 months).
Growth and Development
- We care about our colleagues and take your personal and professional development very seriously and enable you to make a genuine difference throughout your career with us - growth, career development, flexible working.
- We're committed to building a workforce which reflects the diversity of the customers and communities we serve, and to building an inclusive environment where all our colleagues can be themselves and succeed on merit. We're an equal opportunity employer and deeply value diversity within our organisation. Together we are stronger!
- We have a clear career journey and defined route to progress to a selection of exciting higher Graded Customer Consultant roles with promotion opportunities being available for colleagues as they build their capability.
- We will also support you to progress into a coaching or leadership role if that is something that appeals to you
About our Site and Location
- Free on-site car parking. 4 bookable EV charging points.
- Free on site facilities for cyclists including cycle racks
- On site shower & changing facilities including drying lockers for runners and cyclists.
- Wellbeing room and contemplation room.
- Good public transport route – buses, trains, and trams within walking distance
Catering Facilities
- Café with Starbucks Coffee. Grab n go items available including sandwiches, crisps and cold drinks. Hot meal options every day.
- A range of vending machines with free hot drinks. Snack and cold drink vending machines also available with contactless payment.
- Various kitchenettes across the building that include hot and cold water, microwaves and fridges.
So if you have the passion for helping people and you can demonstrate the below qualities – We would love to hear from you...APPLY TODAY!
- Honest and genuine, caring about helping people with their finances (no previous banking experience required).
- The ability to quickly build relationships to give customers a fantastic experience.
- Acting with care and integrity - taking time to resolve queries and giving our customers confidence in the service you're providing.
- A genuine teammate - collaborating closely with your colleagues to ensure your customers' needs are met.
- The flexibility to work to accommodate our shift patterns.
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.
