Customer Consultant

Last updated an hour ago
Location:Brighton and Hove
Job Type:Full Time

End Date

Tuesday 15 September 2020

Salary Range

£18,783 - £20,870

We support agile working – click here for more information on agile working options.

Agile Working Options

Flexible / Variable Hours

Job Description Summary

What does this role entail?

  • Understanding the customers financial situation, providing options and solutions ensuring fair outcomes at all times, including for our vulnerable customers

  • Building rapport, empathising and having meaningful conversations with our customers to deliver excellent customer service

  • Embracing learning, coaching and development to continuously improve your skills and capability

  • Sharing ideas to improve the customer service experience

  • Making a difference to customers

    What would make you successful in this role?

    Being comfortable speaking and asking questions on the telephone to gain a full understanding of our customers circumstances

    Handling customer telephone calls in an efficient and effective manner

    Making decisions considering the risk to the bank and impact to the customer using guidance or advice where required

    Navigating around our systems and ensuring all details entered are accurate

    Ensuring all regulatory requirements are adhered to through training and compliance

    Having a positive attitude towards change and a desire to grow to be the best you can be

    Identifying and raising improvements to process or guidance

    Job Description

Why should you apply?

You’ll be part of a supportive team who work in a variety of flexible ways to accommodate our work-life balance.

The business area is open between 8am – 9pm (Monday to Friday) and 8am – 5pm (Saturday). We are looking to hire a number of new starters to ensure availability for customers at all times. As such the following shift patterns are available;

1pm – 9pm (Monday – Friday)

Working Pattern – It would be a mix of shifts based on the opening hours Monday - Friday (08.00 – 21.00) and Saturday (08.00 – 17.00). The Saturday working would be every other week with a lieu day (if Saturday is worked)

A combination of early, middle and late shifts with some Saturdays

Please indicate your preference when you make an application.

Our primary focus is to help our customers achieve their goals, supporting the Group’s purpose of Helping Britain Prosper. Whether it’s saving, spending or borrowing, we want to help our personal and business customers navigate through their individual journey.

We look for ways to tailor our products and services to recognise that different customers need different things from us. We focus on helping our customers, and being ready to provide support with expertise when they need it, putting things right when they go wrong.

Within Customer Financial Assistance our common purpose is to help customers back to financial health as quickly as possible. We cover secured and unsecured collections and recoveries across Lloyds, Halifax, Bank of Scotland, MBNA and Blackhorse.

Our teams support customers in arrears, financial difficulty, at the end of their interest-only mortgage, or through pre-litigation and the sale of their property.

As one of our valued Customer Advisors within Customer Financial Assistance you'll:

Use your compassion to understand our customers financial situation that can be challenging and complex.

Show your passionforhelpingothers whilst maintaining your personal resilience.

Demonstrate your specialist negotiation skills to provide options and solutions whilst ensuring fair outcomes at all times, especially for our vulnerable customers.

Through your understandingand specialist rapport building skills you’ll have significant conversations with our customers to deliver excellent customer service.

Adopt a learning mentality along with the coaching and development opportunities to continuously improve your skills and capability.

Share ideas to improve the customer service experience.

Make a difference to our customers.

To be a success in your role you'll need to be:

Comfortable speaking, actively listening and asking questions on the telephone to gain a full understanding of our customers circumstances.

Efficient and effective when handling customer telephone calls.

Conscientious of any risks to our customers and the Bank when making decisions. Using guidance or advice where required

Accurate, paying attention to detail when recording details and navigating around our systems.

Complaint with all regulatory requirement. These will be acquired through our excellent training.

Positive in your attitude towards change and have a desire to grow to be the best you can be.

Proactive in Identifying and raising improvements to process or procedures.

Why you should apply today?

You don’t need experience in Financial Services or a Telephony role as we’ll provide you with all the support you need through our comprehensive4 week, training programme. This will ensure you receive the appropriate mentorship and direction to follow all legislative regulatory procedures, service standards and complaint handling process. Our Training Academy will then support you with our specialist Coaches and additional resources.

You’ll be part of a supportive and encouraging Team who work a variety of flexible working to accommodate their work-life balance. We have various shifts across our core opening hours of Monday to Friday 8am to 9pm and Saturday 8am to 5pm.

Our colleague reward package can be tailored to suit your lifestyle. You’ll benefit from a wide selection of options that fit your individual needs including a host of flexible benefits from private healthcare, colleague share schemes, pension schemes to buying or selling your holiday allowance. Please see our website for more details.

The diversity of experience amongst our colleagues makes our workplace outstanding. We have award-winning commitments to employing diverse and versatile teams, reflective of the customers and communities we serve - where all our colleagues can be themselves and succeed on merit. We’re proud of the culture we’re building.

If you're a person that sees difficulty as a challenge, has dedication to achieve and a caring passionate nature, apply today. Our organisation will value your contribution and empower you to make a difference.Soif you think being part of our inclusive, values-led culture could be right for you we would like to hear from you.

Our roles generate a lot of interest and occasionally we have to close the adverts slightly earlier than stated on our website. Please apply now.

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'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.