Guidance Consultant (open to flexible working)

Location
Edinburgh
Salary
£22059 - £24510 per annum
Posted
13 Apr 2018
Closes
11 May 2018
Ref
616872
Contact
Lloyds Banking Group
Contract Type
Permanent

Insurance and Wealth is an integral part of the Group in helping to deliver our vision of becoming the best bank for customers, and in playing a key role in Helping Britain Prosper by helping corporate and individual customers plan for their long-term protection, retirement and investment needs.

Our Insurance business is one of the largest in the UK. We have a strong heritage, helping approximately six million customers every day with their diverse and critical needs including life insurance, pensions, investments and general insurance (home, car, travel).

As a Telephony Guidance Consultant within our Insurance Division you will be taking inbound and outbound calls from our customers within our busy contact centre. Using you excellent communication skills you will build lasting relationships with our customers and create a great service experience. You will be providing new and existing customers with the Protection, Retirement and Investment needs by explaining options in a transparent, tailored and simple way, delivering an industry leading service.

Your purpose will be to understand the customers' needs and tailor the level of service appropriately and be responsible for resolving enquiries at first contact, and manage the customer through the customer journey to ensure information and guidance are provided to aid customer decisions.

Accuracy will be essential as you will be tracking customer interactions on our customer operating systems to ensure the delivery of accurate MI and take personal responsibility for compliance with regulatory and legislative requirements.

Personal development is important to us so you will have the opportunity to work towards R01 and R04 exams within 24 months of commencement of employment.

Right from the start, we'll give you full training and all the support you need with a 4 week Monday to Friday, 9:00 am to 5:00pm Induction Course. This will be followed by a further on the job telephony training, where you will be supported whilst you learn. During this time you will be given all the coaching and development you need to achieve your competency. We will help you to obtain a full understanding of our operational policies and procedures plus give you an awareness of regulatory practices and constraints. So you don't need previous experience of finance or banking however some knowledge and experience of in a telephone based role is a plus.

Our office hours are 9.00am - 8.00pm Monday to Friday we are open to discussions around flexible working to facilitate a working arrangement suitable to both you and the business. We are committed to the principles of agile working and are proud of the industry recognition we have received, including No 1 in the Stonewall Top 100 Employers Index 2017, Top 10 Employer for Working Families 2017, Times Top 50 Employer for Women all in 2017 and Best Bank for Diversity and Inclusion at the Euromoney Awards for Excellence 2017.

Lloyds Banking Group is committed to building a workforce which reflects the diversity of the customers and communities we serve, and to creating an inclusive workplace where all our colleagues can be themselves and succeed on merit.

Achieving Lloyds Banking Group's vision of being the best bank for customers and meeting the Group's risk appetite is dependent on every colleague demonstrating our core value of "putting customers first". Join us and be part of an inclusive, values-led culture focused on making a difference. Whatever your aspiration, you can also expect excellent benefits, personal development and a career that's enriching and full of opportunity.

So if you have a passion for providing great customer service and proven communication skills we would welcome your application. In return for your hard work, we offer a competitive reward package; please see our careers website for more details.

Together we make it possible.

Please note if we receive a large volume of applications the advertising may close earlier so don't delay in submitting your application.