Customer Service Adviser Dundee, Scotland
Lloyds Banking Group
Full Time
Dundee, Scotland
21285 - 23650 GBP ANNUAL Today
Job description
End Date
Thursday 11 May 2023
Salary Range
£21,285 - £23,650Agile Working Options
Job Description Summary
We are passionate about making a difference to our customers lives and we need people who share the same vision.As the Customer Service Advisor, you will be responsible for answering calls from both direct customers and Independent Financial Advisers. Your role will be to assist customers with their accounts, updating/changing personal details, organsing password resets, helping unlock accounts, advising the client how to add or withdraw funds and providing guidance on our platform. Our advisers need to build an instant rapport and be comfortable having a range of meaningful interactions ensuring a positive outcome, whilst delivering a memorable customer experience through every touch point.
In order to build strong relationships every day, we need to adapt to our customers’ needs and communicate in a way that works for them. As a trusted adviser you’ll strive to improve standards for our customers, looking for ways to make their lives easier and taking the stress out of retirement.
Job Description
Key accountabilities
- Answer contacts from both direct (D2C) and IFA customers placing the customer at the heart of the interaction
- Ensuring that the correct responses are given every time in a polite, courteous and timely manner
- Operate in line with the department service level agreements (SLAs)
- Record customer interactions to ensure an accurate audit trail is available
- Contribute to the team culture in a positive manner
- Always strive to provide a solution for each customer
- Understand, record, and highlight customer dis-satisfaction in line with regulatory requirements
Experience required
Delivering excellence is no easy task, particularly when you are transforming a business. So, we’re looking for someone with the right experience and behaviours to join our team. The ‘DNA’ we look for starts with high proactivity and tenacity, the desire to deliver service excellence, attention to detail and a passion for both innovation and continuous improvement. As well as this, you will need to have:
- Experience of working in a call centre environment
- Excellent verbal, written and interpersonal communication skills.
- Outstanding customer service skills and dedication to providing exceptional customer care.
- Must be self-motivator and self-starter.
- Focus on quality and customer service.
- Exceptional listening and analytical skills
About us
Embark Group is one of the largest retirement solutions providers in the UK. Operating from seven locations across the UK we work closely with financial advisers and leading financial institutions to help them deliver long-term savings and investment solutions to their customers.
We are a technology-led business that provides an investment platform and a wide range of digital investments, pensions and workplace solutions. Embark has continuously been recognised by the WealthTech100 as one of the most innovative financial technology companies in 2019, 2020 and 2021.
Embark is part of Lloyds Banking Group, a leading UK based financial services group providing a wide range of banking and financial services, focused on personal and commercial customers with a clear purpose; to help Britain prosper. With more than 58,000 colleagues and 26 million customers, the Group operates through household names including Lloyds Bank, Halifax, Bank of Scotland and Scottish Widows.
Who we are looking for
If you have the drive and passion to be part of a growing group of businesses, we want to hear from you. Our success as the Embark Group is driven through our people engaging in our values of being:
- Easy to work with
- Consistently delivering quality
- Innovative and technically excellent
- Great value for money
Why work for the Embark Group?
- Highly competitive benefits package
- Part-time, hybrid and flexible working
- Workplace pension and life assurance
- Training and development opportunities
- Health and wellbeing services
- Family friendly policies
- Open and collaborative culture
- No politics or bureaucracy
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.
