Customer Service Advisor Edinburgh, Scotland
Lloyds Banking Group
Full Time
Edinburgh, Scotland
21285 - 23650 GBP ANNUAL Today
Job description
End Date
Wednesday 07 June 2023
Salary Range
£21,285 - £23,650Agile Working Options
Job Description Summary
A full time role working 35 hours per week based in Edinburgh...
Job Description
Part of Lloyds Banking Group, User Registration & Client Data forms part of Banking & Trade Delivery (BTD) in Commercial Banking. This client-facing function delivers high volume, multi-channel service through fulfilment teams, supporting Lloyds and Bank of Scotland business customers of all segments from Corporate & Institutional Coverage to Business Banking.
An exciting opportunity has arisen in User Registration & Client Data – a fantastic team within BTD with an important role to play. Our purpose is to ensure that everything we do is focused on delivering a great customer experience and outcomes.
We are currently recruiting for a Client Service Advisor - responsible for the fulfilment of business customer requests (Audits, Client Data Maintenance, Roles & Permissions or Service Registration), providing an excellent level of client service to ensure LBG can Help Britain Prosper.
Here’s a snapshot of what we’re looking for in you:
To be successful you’ll need to be able to demonstrate strong customer service experience. You’ll need to be hard-working with a great attention to detail and a fantastic attitude towards your customers.
We’re looking for:
Excellent Communication Skills – Both oral and written- A background in customer services and good customer service skills
- Ability to deliver the highest standard of customer service
- Good organisational skills and a keen eye for detail
- A pro-active approach to personal development and learning
- Ability to embrace 'in the moment' coaching to develop your skills and knowledge
- A passion for delivering an exceptional customer experience
- Continuous improvement mind set which will be evidenced in the improvement of customer centric measures
- Adaptable to change and willing to embrace new ideas
- Experience in call handling through inbound and outbound telephony channels (ideal but not essential)
You’ll be carrying out a range of processing and customer service duties and where appropriate oversee the workflow of other colleagues to deliver a quality service to customers in line with agreed service standards.
Key Responsibilities:
- Carry out a range of demanding processing and customer service duties, ensuring that the work is completed accurately and adhere to all specified Bank processes, procedures, standards and relevant external regulations.
- Applying judgement to determine steps to take in cases and carrying out case management
- Carry out telephony duties both in terms of client outreach and inbound
- As appropriate oversee the workflow of other colleagues, giving appropriate advice, guidance and direction to ensure work is completed in an efficient and timely manner.
- Respond to a range of demanding enquiries, clarifying customers understanding of the information being given.
- Identify and handle complaints in line with Group Complaints Policy
- Act as a source of expertise to junior / less experience team members providing coaching as support where necessary and arranging more formal training as appropriate.
- Contribute to the appraisal process, collecting and keeping appropriate data.
- Identify and suggest improvements to new and existing processes / procedures / systems.
- Where required verify and check the work of other colleagues.
- When required support line management with the implementation of changes in own work area.
Come and be a part of a group that wants to be known for putting our people first to go further for our customers, a team that is bold and takes action day in day out, and a place where we trust each other and embrace our differences to value everyone. So, if you want to join a vibrant and inclusive team and have a talent for Customer Service, we would love to hear from you.
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.
