Customer Service Call Consultant - Edinburgh, Open to flexibility

Edinburgh, Central Scotland
£18,054 - £20,060 per annum
06 Nov 2018
19 Nov 2018
Lloyds Banking Group
Contract Type

Customer Service Call Consultant - Edinburgh, Open to flexibility

Insurance and Wealth Customer Delivery (IWCD) provides critical services to the Group's customers, supporting them with their Insurance and Wealth needs. We are responsible for delivering exceptional service to our Life, Pensions and Investments (LP&I), General Insurance (GI) and Wealth customers.

Within IWCD our primary focus is our customers and colleagues. We are passionate about making a difference whilst keeping the customer at the heart of everything we do. We are focused on continuing to improve customer experience, simplifying our business and making IWCD a great place to work for our colleagues.

With the Insurance and Wealth division making significant progress over the past three years, transforming from a 1 Star to a 5 Star business, being awarded Company of the Year at the 2017 Financial Adviser Awards and helping more than 75,000 customers back into their homes after severe weather events last year, it's an exciting time to work within IWCD. With a focus on measuring what is really important to customers through end to end customer journeys, our operations are transforming in order to support the Insurance and Wealth business to meet the needs of our c.9m customers every day. With the needs of these customers ever changing, this is an exciting time to be a part of the Insurance and Wealth business.

As a highly motivated and enthusiastic Customer Service Call Consultant within our Web Support Team based in Dalkeith Road, Edinburgh you will be in a telephony role taking inbound calls from our customers.
You will be delivering an effective, high quality service to Scottish Widows policy holders, Financial Advisors and internal stakeholders meeting their on-boarding and Website system access requirements. The team services all Life, Pensions and Investment customers and previous exposure to these Scottish Widows products is advantageous, however it is not mandatory as training is provided. You will act as a first point of contact for our customers, managing and recording inbound calls as well as completing adhoc administrative tasks when required.

The team is focused on developing individuals with on the job training and supporting career paths through structured development plans. For the right candidate there are many opportunities to develop and progress you career within the business and the wider Lloyds Banking Group.

Right from the start, we'll give you full training and all the support you need with a 2 day Induction Course 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. Our colleagues are focussed on developing individuals and supporting career paths through structured development plans. For the right candidate there are many opportunities to develop and progress your career within the business and the wider Lloyds Banking Group. 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 8.00am - 6.00pm Monday to Friday and 9.00am to 1.00pm on Saturdays and we offer various shifts within these times. 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 2018 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 delivering a great customer service 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.

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