Customer Banking Agent

Capita; Blackburn; Hybrid; GBP 26,000 - 28,000; Full time

Job summary

Join a dynamic team as a Customer Banking Agent, where your supportive nature and excellent communication skills will help guide customers on their financial journey. This role offers the chance to manage inbound calls, craft personalized solutions, and work collaboratively to achieve goals. With opportunities for internal progression and a flexible work-from-home option after six months, you'll enjoy a balance of office and home work environments. If you're ready to make a real difference in customers' lives, this is the perfect opportunity for you!

Benefits

Internal career progression

Access to exclusive discounts

23 days' holiday

Company matched pension

Life assurance

Cycle2work scheme

15 weeks' fully paid maternity leave

Voluntary benefits

Access to health and wellbeing services

Employee Network Groups

Qualifications

• Experience in a call centre customer service role is essential.
• Ability to navigate multiple systems while engaging with customers.

Responsibilities

• Handle inbound calls and tailor affordable solutions for customers.
• Support vulnerable customers and address their complex needs.

Skills

Empathy

Resilience

Communication

Problem-Solving

Attention to Detail

Job description

Start with a competitive salary of £26,524.00, with the exciting potential to increase to £27,032.00 as you develop and demonstrate your skills! Imagine the satisfaction of knowing your hard work and dedication can lead to tangible rewards.

Join our dynamic team based in Preston, where your supportive nature and excellent conversational skills will help guide Lloyds Banking Group customers on their journey to financial health! This isn't your average collection's role – you'll be managing inbound calls, engaging with customers in various financial situations, and crafting personalised, affordable solutions to meet their needs.

You will be working in an environment every day that brings new opportunities, the convenience of free parking, easy access to local transport links, and near a shop, making it easy to grab a bite during your breaks.

What's more, after a qualifying period of around 6 months, you'll have the flexibility to work from home if you prefer! Imagine the perfect balance of an office environment and the comfort of your own home. Enjoy the best of both worlds while still being part of a supportive and dynamic team.

Job title: Customer Banking Agent

Job Description:

Key information:

• You will work 40 hours per week between 8am - 8pm, Monday - Friday and 9am-5pm Saturday on a rota basis. We will provide shift rota examples at interview stage.
• Training period is approximately 4 weeks, and you will work 8:30am - 5pm Monday – Friday.
• Learning academy following training lasts around 8 weeks where you will work between 8am - 8pm, Monday - Friday and 9am-5pm Saturday on a rota basis.

What's in it for you?

• Internal career progression via Capita Academy, which helps many colleagues to develop into a multitude of roles available with a clear development plan from the outset.
• Access to exclusive discounts, benefits and cash back, for all Capita Employees and their families! Retail, cinema, shopping, something for everyone!
• 23 days' holiday (rising to 27) with the opportunity to buy extra leave.
• We are, on occasion with a small team, asked to work Bank Holidays, but Christmas Day, Boxing Day and New Years Day are all non-working days so, put your feet up! (If you are scheduled to work on a bank holiday, you will receive a day in lieu).
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more!
• Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel, and technology.
• Access to our Aviva DigiCare + Workplace services to support health and wellbeing, providing a range of valuable services.
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.

What you'll be doing:

• You will be responsible for handling inbound calls, speaking and listening to customers who are in different financial positions, tailoring affordable outcomes to help them on the road to financial health.
• Handling customer complaints should they arise, adhering to Financial Conduct Authority standards.
• Supporting vulnerable customers and addressing their complex needs with care and understanding.
• Working collaboratively with a supportive team to achieve targets and goals.
• Building rapport, empathising, and having meaningful conversations with our customers to deliver excellent customer service.
• Embracing learning, coaching and development to continuously improve your skills and capability.
• Recognising you can positively impact customer’s lives and make a real difference.
• Efficiently navigating multiple systems while engaging with customers, ensuring all information entered is accurate. Prior experience with using multiple systems is essential.

Experience – Showcase your expertise in at least one of the following areas:

• Call Centre Customer Service: Experience in a call centre customer service role.
• Fast-Paced Office Environment: Experience in a dynamic and fast-paced office setting.
• Healthcare Environment: Experience dealing with vulnerable clients in a healthcare environment.
• Financial Services: Experience working in the financial services sector.
• Additionally, experience using multiple computer systems is a must.

Skills: Bring these skills to our team and make a real difference!

• Empathy: Understanding and showing genuine concern for customers' financial difficulties fosters trust and leads to more successful resolutions.
• Resilience: Maintaining emotional stability, staying motivated with a drive to continuously improve.
• Communication: Strong verbal and written communication skills are crucial for engaging with customers, explaining complex information clearly, and building rapport.
• Problem-Solving: The ability to assess situations, devise effective solutions and thrive in an ever-changing environment.
• Attention to Detail: Ensuring all gathered information is accurate and maintaining a strong focus on delivering exceptional work.

Join our diverse and dynamic team of experienced, innovative, and dedicated professionals! With us, you'll find countless opportunities to learn new skills and advance your career. We're committed to providing the support you need to thrive and succeed. This isn't an entry-level role, so some previous experience is essential. Our goal is to create better outcomes for you and our client.

Ready to take the next step in your career? Let's achieve great things together!

What will happen next:

• Choose apply now to fill out our short application.
• Your application will be reviewed by our recruitment team.
• You will be invited to attend a video interview with a member of the recruitment team.
• If you are successful at the first interview stage, you will be invited to attend an onsite assessment centre at our office in Preston.

Equal Opportunities:

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email [e-mail] and we’ll get back to you.

Access to Work can help candidates with a physical or mental health condition or disability to get support in the hiring process, including communication support at interviews such as a British Sign Language interpreter. If you require this support you can apply for this support at https://www.gov.uk/guidance/apply-for-communication-support-at-a-job-interview-if-you-have-a-disability-or-health-condition-access-to-work.

Location: Blackburn, United Kingdom

Time Type: Full time

Contract Type: Permanent