Returners Programme - Community Banking (Customer), Open to flexibility

Location
South West England, London, West Yorkshire
Salary
£35,000 - £65,000 per annum
Posted
27 Mar 2018
Closes
06 May 2018
Ref
616610
Contact
Lloyds Banking Group

Returners Programme - Community Banking (Customer), Open to flexibility

Our Community Banking division comprises of our 3 iconic brands; Halifax, Lloyds Bank and Bank of Scotland which make us the largest UK bank with branches nationwide.

Alongside our brands, Community Banking also includes several other areas:

Business Banking supports almost one million small British businesses and start-ups, including clubs, charities and societies that have a turnover of less than £1m. We work with customers in Lloyds Bank and Bank of Scotland, face to face, over the telephone and online.

Many of our key activities are driven by our Helping Britain Prosper commitments. In short, we help businesses to start up, scale up and stay up. By 2020, we will:

  • Help 1 in 5 British businesses to start up
  • Help 25,000 customers across Business and Commercial Banking to export for the first time
  • Help 2.5m individuals, SMEs and charities to improve their digital skills

Connect support our branches by providing telephone banking, webchat, remote advice and other telephony or internet and social media based services for our banking customers through 13 contact centres across the UK.

Customer and Colleague Experience work to build colleague capability, drive, career development and create strong cultural foundations. They also work to measure and improve the experience for our customers whilst designing roles for our colleagues with the right reward and tools to help them realise their potential.

Community Banking Business Risk partners all Community Banking functions to ensure the delivery of fair customer outcomes, compliance with regulation and policy within agreed risk appetite.

Chief Operating Office team work to ensure continual improvement and delivery of great service to our customers, shaping the right changes to Community Bank and supporting colleagues to optimise how we meet our customer needs.

Our Customer Delivery team exists to deliver excellent service to our customers through our partnerships across the wider business, helping to join up the end to end processes ensuring customer journeys are aligned and giving a clearer sense of identity for colleagues.

We're looking for Individuals to support our colleagues and customers in various areas of Community Banking. Candidates will need to demonstrate capabilities in at least one of these areas:

  • Customer Service and advice
  • Relationship management
  • Leading high performing teams
  • Customer Service & Advice

Customer Service and Advice

  • You will need to anticipate current and future customer needs through knowing them well. You'll understand the customer decision making process, and be able to engage customers and exceed expectations. You'll be recognised as a subjective matter expert in customer service
  • You will be trusted to deliver a high level of service to customers and understand the complexities of customer decision making. You will consistently meet customer expectations and coach others in the team to be effective

Relationship Management

  • You will build the business through being a Trusted Adviser with extensive partner relationships and have a deep knowledge of the customer's world and external/internal factors affecting it
  • You will be able to use data, anticipate upcoming challenges and find ways to assist
  • You will build loyalty through long-lasting customer relationships; knowing your customers background and economic environment and be able to coach others in this area

Leading High Performing Teams

  • Experience of leading high-performing teams through their expertise, vision, strategy, goals and focus
  • Role-models excellence, is open and supportive, celebrates success. Recognised expert and Adviser to others.

Lloyds Banking Group support a 'Returners Programme' dedicated to talented professionals like you who have taken a break from your career and are now ready to return to work. Recognising that the transition back to work can be a challenge this 16 week internship programme is designed specifically with this in mind - with the aim of offering you a permanent position at the end.

If your initial application is successful we'd look for you to join us for an Assessment Day during June.
The programme commences on 10th September and runs for 16 weeks. For successful Returners, permanent roles would follow. To qualify, you'll need to be returning from a break of (minimum) two years.

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