Customer Experience Assistant

Lloyds Banking Group; Basildon; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading UK financial services provider is seeking a Proactive Servicing Specialist to enhance merchant experiences and manage customer feedback effectively. This role involves proactive outreach, resolving issues in customer journeys, and working closely with Trustpilot reviews to drive service improvements. Ideal candidates will possess strong customer service skills, analytical abilities, and familiarity with digital tools. Join a team focused on helping Britain prosper and contributing to an inclusive workplace.

Benefits

Generous pension contribution of up to 15%

Annual performance-related bonus

Share schemes including free shares

Adaptable benefits like discounted shopping

22 days' holiday plus bank holidays

Wellbeing initiatives and generous parental leave policies

Qualifications

• Strong customer service and relationship management skills.
• Ability to analyse customer behaviour and identify pain points.
• Excellent communication skills for proactive engagement.
• Familiarity with digital tools and self-service platforms.
• Experience in merchant services or financial services preferred.

Responsibilities

• Conduct proactive outreach to merchants post-onboarding to ensure smooth activation.
• Identify and resolve frictions in the join journey.
• Respond promptly to Trustpilot reviews to demonstrate responsiveness.
• Drive improvements in Net Promoter Score (NPS) and reduce complaints.

Skills

Customer service and relationship management

Analytical skills

Excellent communication

Familiarity with digital tools

Job description

To deliver a seamless merchant experience by proactively supporting customers post-onboarding, reducing friction, and enabling self-service. In addition, the role will ensure effective engagement with customer feedback by managing Trustpilot reviews, reinforcing Lloyds Banking Group's ambition to be digitally led and customer-centric.

Customer Enablement

• Conduct proactive outreach to merchants post-onboarding to ensure smooth activation.
• Identify and resolve frictions in the join journey.
• Provide guidance to help customers make informed choices and build confidence in self-service tools.

Operational Delivery

• Execute contact strategy timelines (welcome emails, outbound calls, trigger calls).
• Monitor speed-to-transact and intervene where necessary.
• Maintain accurate records of customer interactions and outcomes.
• Support with the creation and implementation of the OOH incident model.

Trustpilot Review Management

• Respond promptly and professionally to Trustpilot reviews (positive and negative) to demonstrate responsiveness and care.
• Acknowledge feedback and address concerns where required, ensuring tone aligns with brand values.
• Use insights from reviews to identify service improvement opportunities and feed into continuous improvement plans.
• Collaborate with internal teams to resolve issues highlighted in reviews and close the feedback loop.

Performance Management

• Drive improvements in Net Promoter Score (NPS) and reduce complaints year-on-year.
• Support strategic goals of reducing attrition and increasing activation rates.
• Contribute to achieving financial targets.

Qualifications & Experience

• Strong customer service and relationship management skills.
• Ability to analyse customer behaviour and identify pain points.
• Excellent communication skills for proactive engagement.
• Familiarity with digital tools and self-service platforms.
• And any experience of these would be really useful.
• Experience in merchant services or financial services preferred.

Part of Lloyds Banking Group, Merchant Services Operations are a provider of merchant acquiring across the UK. We're a joint venture with Fiserv and support all merchants with their card acquiring needs.

Cardnet is a fantastic team within LBG with a meaningful part to play in Helping Britain Prosper. We currently have an opportunity available in our Operations Team for a Proactive Servicing Specialist. At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited to an interview or accepted a verbal offer to join us, which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. We're focused on creating a values‑led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we're building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it's why we especially welcome applications from under‑represented groups. We're disability confident. So if you'd like reasonable adjustments to be made to our recruitment processes, just let us know.

Benefits

• A generous pension contribution of up to 15%
• An annual performance‑related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 22 days' holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

If you're excited by the thought of becoming part of our team, get in touch.