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Senior Customer Service Advisor

Lloyds Banking Group
Manchester, United Kingdom
Closing date
25 Apr 2024

Job Details

End Date
Friday 03 May 2024

Salary Range

We support flexible working - click here for more information on flexible working options

Flexible Working Options
Hybrid Working

Job Description Summary
Join our fantastic Customer Service team...

Job Description

JOB TITLE: Senior Customer Service Advisor

SALARY: £24,539

LOCATION: Manchester

HOURS: Full-time

WORKING PATTERN: Flexible Mixed pattern:
  • Start times between7am and 1pmand end times between3pm and 9pm
  • Maximum of5 out of 7 days(based on a Monday-Sunday week)
  • Maximum of 2 weekend days over a 4 week period

START DATE: 3rd June 2024

About this opportunity

Do you want to be part of a team that supports our vulnerable customers...

Delivering the required empathetic, caring, and well-informed service to such customers takes a special kind of person. Perhaps you could help us make it possible?

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 become the go-to person when relatives register a bereavement and need to understand products like mortgages, insurance and lending

You'll help our deaf customers access services, working with interpreters and tailoring your efforts to meet their needs

You'll learn all about powers of attorney and enabling representative access to products and services

And you'll be helping cancer sufferers through their journey to ensure their banking needs are met at every twist and turn

We'll provide any and all the training you'll need on our systems, products, and processes in an additional 2-week training programme beyond regular training to learn the deeper requirements of this role.

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

We're seeking the highest level of customer service skills possible to deliver the high standards our customers expect, often at difficult times.

You're going to need strong empathy and listening skills to fully understand their situation while appreciating the worry or concern they're feeling.

Sound judgement, decision-making and attention to detail will be critical to you reaching good customer outcomes that also meet legal and regulatory policy and procedures.

And that ability to naturally build rapport and show compassion with all types of people, from all walks of life, will help you do your level best for their situation

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

From 1st April your cash package will increase in line with an annual review of pay.

Ready for a career where you can have a positive impact as you learn, grow and thrive?

Apply today and find out more.

About our Westminster House site...

The city centre building in Manchester is shared with other employers and (as a whole) offers:
  • Secure cycle storage
  • On site coffee shop serving food
  • Collaboration space
  • Outside seating area

With the following facilities:
  • A kitchenette area on each floor which is equipped with a fridge & microwaves
  • Free hot refreshments (tea, coffee & hot chocolate)
  • Excellent travel networks
  • Collaboration space
  • Workplace day & evening events
  • Prayer room
  • Changing rooms & showers

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 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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