Becoming a customer service adviser

Find your perfect role in one of our Connect centres nationwide.

The role of Customer Service Adviser is at the heart of being the best bank for our customers. That’s why we’re ready to invest in you if you join us.

Whether you’re looking for a way to kick-start your career or want rewarding work to fit around other commitments, we have an opportunity to suit you at one of our 12 Connect centres nationwide.

What does Customer Service involve?

Our Connect centres are all about giving customers excellent service over the telephone. Joining us a Customer Service Adviser, you’ll have all the training you need to deliver a great customer experience.

You could be:

  • helping customers transfer funds
  • advising on products and services, or
  • handling queries and complaints.

We have Connect centres in:

  • Belfast
  • Dundee
  • Dunfermline
  • Edinburgh
  • Glasgow
  • Sheffield
  • Leeds
  • Speke, Liverpool
  • Pendeford, Wolverhampton
  • Fareham
  • Cardiff, and
  • Newport.

With a range of full-time and part-time shift patterns, you can fit work with us around your commitments such as study or children.

Working as a Customer Service Adviser is a satisfying job in itself, but it’s also a great place to start building a career with Lloyds Banking Group. Once you know how to communicate with our customers, you have a skill in demand across our organisation.

Who succeeds?

Whatever your age, background or interests, we’ll bring out the best in you. That means teaching you all you need to know about our products, processes and systems. 

You don’t need customer service experience, but you do need:

  • excellent written and spoken communication skills
  • accuracy and attention to detail
  • motivation to learn
  • to enjoy working as part of a team
  • to be friendly, helpful and a great listener
  • to be passionate about doing a great job for customers
  • to be comfortable using technology such as a PC.
  • to be well-organised.

Training and development

Basic training takes around eight weeks, starting with intensive classroom learning. You then shadow colleagues in the contact centre before taking calls with the support of a buddy. When you feel confident, you’ll start handling calls on your own.

At every stage you’ll have support. There will be guidance when you need it and plenty of positive feedback to help you improve. As you progress, you’ll be encouraged to expand your skills through short courses and online learning, preparing you for future roles in Connect and beyond.

Apprenticeships

Whether this is your first job or you’re looking for a fresh start, you can turn this role into an apprenticeship. That means you’ll have extra training and support, and can work toward a recognised Level 2 qualification in Providing Financial Services.

The benefits

We offer competitive basic salaries, with extra payments for working unsocial hours. You can also earn a bonus based on your performance against quarterly customer service targets.

Other benefits include:

  • At least 22 days’ holiday, plus bank holidays — adjusted for part-time
  • Cash worth 4% of your salary to spend on extra holiday, childcare vouchers, private healthcare or other benefits that suit you
  • Industry-leading pension scheme
  • Discounted finance products such as mortgages, home and car insurance and loans
  • Free advice and assistance on wellbeing
  • Local sports and social clubs

See the full Lloyds Banking Group benefits.

Making your application

Our selection process is rigorous, but don’t let that put you off. Success depends more on common sense and good communication skills than specific qualifications or experience.

If you pass our online test, you’ll have a telephone interview. Pass that and we’ll invite you to an assessment day. We’re looking for potential rather than perfection and will give you feedback to ensure you show us the best that you can do.

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