Job Description
End Date
Wednesday 23 October 2024Salary Range
£24,624 - £25,920We support flexible working – click here for more information on flexible working options
Flexible Working Options
Hybrid WorkingJob Description Summary
Join our fantastic Customer Service team…Job Description
JOB TITLE: Customer Service Advisor
SALARY: £24,624
LOCATION: Dunfermline
HOURS: Full-time
WORKING PATTERN: Flexible Mixed pattern:
- 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: 25th November 2024
About this opportunity
Do you want to be part of a team that makes a genuine difference to customers?
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 take inbound customer calls and doing your best to help the person at the other end of the line (we also connect via social media, web-chat and remote advice video calls).
You'll show you care and understand what matters to them and if you don't know the answer then you'll have access to plenty of colleagues that do.
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.
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
There's no need for any previous financial services experience - we'll provide all the training required across a comprehensive 4-week training programme.
This position is primarily a home working role. 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 wifi connection to be able to serve customers when they need us most.
Crucially, you're a people person - working with your team to provide a really crucial service to millions of customers.
The passion to put yourself in the customers' shoes, show empathy and be dedicated to resolving their query.
The commitment to deliver on your promises and going above and beyond for your customer.
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.
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.
And it's 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.
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
About our Pitreavie site...
With a passion for charity fundraising equal to the development of our colleagues careers this modern site also has the following facilities:
- Free on-site car parking
- An extensive canteen
- Extensive transport links through rail, bus, taxi services all easily booked.
- Free on site Wi-Fi
- Break out areas with TVs
- Quiet reflection rooms
- A kitchenette equipped with a fridges, microwaves & coffee makers
- A range of vending machines offering hot and cold beverages crisps and confectionary
- On site showers & changing facilities
- Outdoor picnic benches
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.
We're changing financial services, and we want you to join us.
We're the UK's largest financial services group, with our 25 million customers and a history stretching back more than 300 years.
We pride ourselves on creating a great environment for colleagues to work in, one which is inclusive and driven by our values. This is critical to our business success as we know that colleagues who can show up to work as themselves are those that bring their best.
We're an inclusive and open organisation with a scale that creates a vast range of roles and opportunities. We offer a plenty of options for continual personal growth and you'll be part of a culture which embraces diversity of talent, creativity, skills and thinking among our teams.
Workplace Initiatives
|
Opportunities for people returning from a career break |
Yes our Returner opportunities offer a career path to candidates with a 18 month year break in their career’ with ‘Yes, our Returner opportunities are aimed at candidates who have had a 18 month or more career break |
|
Leadership development programmes? |
Yes |
|
Mentoring programmes? |
Yes |
|
Coaching programmes? |
Yes |
|
Employee-led diversity networks? |
Yes |
|
Internal women’s networking groups? |
Yes |
|
Open to discussing flexible work arrangements at interview stage? |
Yes |
|
No. of weeks paid maternity leave at full salary: |
20 weeks based on full pay + 19 weeks at the current statutory maternity pay rate |
|
Minimum weeks tenure required to be eligible for paid maternity leave: |
No qualifying service period |
|
No. of weeks paid paternity leave at full salary: |
6 weeks |
|
Minimum tenure required to be eligible for paid paternity leave: |
No qualifying service period |
|
Gender pay gap reporting information (insert year) (UK): 2022 |
|
|
Average pay gap: |
30.5% |
|
Median pay gap: |
33.6% |
|
Average bonus gap: |
62.5% |
|
Median bonus gap: |
69.5% |
|
Signatory of the UK Women in Finance Charter? |
Yes |
|
Targets to raise the number of women in leadership? |
Yes |
|
Targets to raise the number of BAME individuals in leadership? |
Yes |
|
Listed in the Bloomberg Diversity & Inclusion Index? |
Yes |
Flexible Working Policy
We take pride in being a leader in flexibility and offer a wide array of flexible working options for different circumstances. How you work and the options available will depend on the role you're in, but we aim to offer the flexibility needed by everyone.
For many of our office-based roles, we work in hybrid ways, which involves spending at least two days per week or 40% of their time at one of our office sites. Dependent on your role, other flexible options may be available, such as part-time or compressed hours, complete home-working or job share. ‘Find out how flexible working can work for you’.
Flexible Working Policy
We take pride in being a leader in flexibility and offer a wide array of flexible working options for different circumstances. How you work and the options available will depend on the role you're in, but we aim to offer the flexibility needed by everyone.
For many of our office-based roles, we work in hybrid ways, which involves spending at least two days per week or 40% of their time at one of our office sites. Dependent on your role, other flexible options may be available, such as part-time or compressed hours, complete home-working or job share. ‘Find out how flexible working can work for you’.
Returner opportunities
Returning to work after time away can be challenging. That’s why we offer Returner opportunities that are designed to assist people returning to work after a career break of 18 months or more and our roles are permanent from the day one. Whether you’ve been away from work due to parenthood, illness, or even travel, we’re looking forward to hearing from you as we continue to grow!
What can you expect?
Coming back into the world of work after a career break can be really daunting – and we therefore know how important flexibility is. We’re very aware that ‘normal’ office hours aren’t always doable, so will happily have the discussion about different working patterns with you.
These roles have been created with your career break in mind, making sure we are there to support you in your transition back to work. You will be brought in on a permanent contract and given meaningful work from day one. Plus, you’ll be paired with a buddy or mentor from your team to help guide you along the way. You’ll also benefit from being part of the wider Returners Community and have the chance to create a personal development plan that works for you.
Who are we looking for?
While banking or professional services experience is desirable, especially for some roles, we care more about the transferable skills you can bring to our business.
Testimonials
I had a good network of colleagues already working for Lloyds Banking Group, who were all very passionate about their roles - so it felt the right choice for me and gave me the courage to apply for a Business Analyst role through the Returners. It was a seamless recruitment experience and I was offered a role in the work I wanted to do.
Olufunke Oladinni, Business Analyst
I love being a Project Manager, and I can’t recommend the Lloyds Banking Group Returners enough. It’ll springboard your career, giving you the best opportunity to relaunch yourself and maximise your full potential.
Justin Pierce, Project Manager