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Customer Service Assistant - Flexible Working Available

Employer
Lloyds Banking Group
Location
Edinburgh
Salary
£15930 - £17700 per annum
Closing date
18 Mar 2019

Job Details

Customer

  • Deliver a high level of customer experience by proactively identifying genuine customer needs and making appropriate banking, mortgage and partner referrals, ensuring customer needs are met via an appropriate channel in a timely manner and at a time of our customers' choosing.
  • Proactively manage time to be in the right place at the right time, supporting the overall customers' branch experience and helping to ensure customers are dealt with quickly and professionally, working flexibly across all zones of the branch including banking hall, counter, self serve and enquiries.
  • Engage with customers in the Banking Hall demonstrating behaviours consistent with Delivering Service/Banking Hall Excellence and Channel of Choice, maximising the use of tablets as appropriate; actively educating and assisting customers, including assessing their digital appetite and confidence to help in the most appropriate and relevant channel for their individual circumstances.

Control Environment

  • Effectively comply within the Risk Management Framework including our Policies, Processes, Procedures and Governance to ensure a robust and consistent approach to make the right decisions and do the right thing for our customers.
  • Keep up-to-date with mandatory training and take personal responsibility to ensure you have the appropriate skills and knowledge to remain competent to undertake your role.
  • Fulfil customer transactions and account servicing requests accurately and compliantly right first time using the system tools and prompts when available.
  • Undertake NPA routines when required, making sure that outstanding items are actively progressed.

People Development

  • Take ownership of personal development and performance, and regularly assess and develop your performance during coaching, feedback and 1:1s.
  • Embrace our Vision, Values and Behaviours, bring the brand personality to life and demonstrate your commitment to Inclusion and Diversity where customers and colleagues are treated with dignity and respect.

Company

We’re creating an organisation that attracts, retains and develops the best talent in the industry, and one that openly embraces diversity too. But more than that – we want to be a great place to work. We invest in our people, offering the best training and coaching, and by encouraging them to contribute to our leading corporate and social responsibility practices. We offer flexible working hours and days, under our Work Options scheme. This means that you can have a challenging and rewarding career, and still have an ideal work/life balance.

Flexible working is at the heart of our strategy. We’re re-imagining where, when, and how our people work, with new approaches designed to meet the ever-changing needs of customers and colleagues. These include increasing our use of remote-working tools and technology, as well as placing less reliance on a 9-to-5 mindset. For many of our office-based colleagues, 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.

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