Customer Consultant

Lloyds Banking Group; West of England; Hybrid; GBP 24,000 - 28,000; Full time

Job summary

Lloyds Banking Group in Bristol is recruiting a Customer Consultant to engage customers, understand their needs and signpost to the right team. You’ll handle telephony and meet defined KPIs in a hybrid work setup.

You will work from the Bristol Harbourside office part-time, with flexibility in scheduling as agreed with your Line Manager. The role emphasizes relationship building, regulatory compliance and delivering strong customer outcomes.

Qualifications

• Telephony experience evidenced by previous roles and call handling.
• Strong interpersonal and communication skills with customers.
• Ability to meet or exceed defined KPIs and quality standards.
• Excellent attention to detail and adherence to rules and procedures.

Responsibilities

• Engage customers and understand their needs over the phone.
• Signpost or transfer to the right person or team to meet needs.
• Meet KPIs such as call handling time, productivity, and conversion rates.
• Ensure calls and information are processed accurately and comply with regulations.

Skills

Telephony experience

High-volume calls

Interpersonal skills

Communication

Attention to detail

Job description

JOB TITLE:Customer Consultant - Cavendish Online
LOCATION:Bristol

HOURS:Full-time – 40 hours. (Monday -Thursday 9.45am-7pm and Friday 9.45am-6pm).

WORKING PATTERN:Our work style is Hybrid, which involves spending at least two days, or 40% of your working week, in our Bristol Harbourside office. This will be agreed by your Line Manager.

About this opportunity

Do you enjoy building relationships with customers and colleagues and a genuine desire to do the right thing, we’d love to hear from you.

Supporting our Cavendish Online business, we’re currently looking for enthusiastic and driven Customer Consultants. You’ll engage our customers, briefly understand their needs and signpost or transfer to the right person/team to meet those needs. You'll need experience of speaking to customers and have a compassion and a desire to do the right thing for them.

This is a fantastic opportunity for a motivated and adaptable individual to make a real impact, helping ensure more customers receive the protection and support they deserve.

What you’ll need

Telephony experience, evidenced through previous roles, high‑volume inbound or outbound calls, meeting call‑handling quality standards, or consistently adhering to telephony protocols.

Good interpersonal, organisational and communication skills, along with the ability to establish rapport quickly and make an excellent first impression.

Meet or exceed defined KPIs, such as call handling time, productivity targets, and conversion rates.

Strong attention to detail ensuring calls and information is accurately processed and that work follows relevant internal and external rules, procedures, scripts, and regulatory requirements.

About working for us

Our ambition is to be the leading UK business for diversity, equityand inclusion supporting our customers, colleagues andcommunities and we’re committed to creating an environment inwhich everyone can thrive, learn and develop.

We were one of the first major organisations to set goals ondiversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.

We offer reasonable workplace adjustments for colleagues withdisabilities, including flexibility in office attendance, location andworking patterns. And, as a Disability Confident Leader, weguarantee interviews for a fair and proportionate number ofapplicants who meet the minimum criteria for the role with adisability, long-term health or neurodivergent condition throughthe Disability Confident Scheme.

We provide reasonable adjustments throughout the recruitmentprocess to reduce or remove barriers. Just let us know what youneed.