Assistant Service Manager

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End date

Friday 05 April 2024

Salary range

£38,295 - £42,550

Agile Working Options

Job Share; Hybrid Working

Job description

JOB TITLE: Assistant Service Manager
SALARY: £38,000 - £42,500
LOCATION: Halifax / Leeds

HOURS: Full-Time
WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time at one of the above offices.

About this opportunity
The Print & Mail Management team (P&MM) run the groups outsourced centralised print, inbound mail receipt, forms design and specialist translation services for the group.

This role provides a pivotal link between internal business partners, spanning all Group Business Units (Consumer Relationships, Consumer Lending, Insurance, Pensions & Investments), all brands and faces off to our 3rd party suppliers (Paragon & RNIB).

You'll play a crucial role acting as a trusted adviser to these business areas and deliver outstanding service to our customers, maintaining service levels through our suppliers. Our team celebrates diversity, collaboration and has a true team spirit.

We work diligently to make decisions real time and identify ways of improving the customer journey as well as making sure we're compliant and meet regulatory directives. All of which will have you going home feeling that you've added true value to the customers we support.

As part of this role, you'll

  • Proactively develop, manage and maintain relationships with internal customers to understand key business drivers and where Service Management can help achieve agreed service standards

  • Identify potential cost recovery opportunities during colleague discussions or reviewing work requests

  • Provide information and support to internal colleagues relating to the impact of internal and external processes, procedures and systems, on their business

  • Monitor operational performance against SLA and handle internal customer expectations

  • Provide robust incident management, ascertaining root cause and implementing effective change to mitigate risk

  • Act as a source of expertise, promoting our service offerings.

  • Undertake the delivery of small change projects ensuring the timely and accurate completion of all results meeting business objectives for time, cost, quality, operational and technical functional requirements.

  • Stay on top of new technology in respect of scanning and print services

  • Contribute to the design, development and specification of new services. Guiding customers where appropriate, to ensure that their requirements are fully understood and met

  • Ensure that risks to service performance, change etc. are actively identified, mitigated and delivered

What you'll need

  • Solid experience providing excellent customer service. Exceeds the expectations of customers through quality service, meeting their needs and demonstrating the value of the services provided.

  • Experience of working collaboratively, co-operatively and efficiently with others, openly exchanging information, knowledge and supporting colleagues from around the organisation to achieve business goals.

  • Strong influencing skills, with the ability to understand the position of others when communicating arguments, facts and figures

  • Ability to utilise data, figures and experience, to identify patterns and trends when determining actions and decisions.

  • Ability to prioritise workload and select the best course of action based on all available information and accepts personal responsibility for the outcome.

  • Solid MS Excel and PowerPoint skills.

  • Able to produce clear and concise reports and other written material (both draft and final form) usually of a detailed and sometime technical nature, which are understandable to those with or without knowledge of the subject matter.

  • Experience presenting factual information to individuals or groups in a structured, clear, confident and concise way.

  • An interest in our environmental goals understanding the part this place is delivering our strategic objectives.

And any experience of these would be really useful:

  • Experience of working with Print Suppliers

  • Experience of managing change

  • An understanding of LBG end to end processes and our structures.

  • Familiar and comfortable with the use of Power BI

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 bonus award, subject to Group performance

  • Share schemes including free shares

  • Benefits you can adapt to your lifestyle, such as discounted shopping

  • 28 days’ holiday, with bank holidays on top

  • A range of wellbeing initiatives and generous parental leave policies 

This is a varied and lively role, and you'll find no two days look the same. However, you'll be supported by a great team of colleagues who work together to challenge thinking and behaviours in an open, safe, and innovative environment.

If this sounds like the ideal role for you please apply today!


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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.