Customer Support

Jobtailor; Cardiff; On-site; GBP 24,000 - 29,000; Part time

Job summary

Jobtailor is seeking a customer support associate to assist customers face-to-face in Lloyds and Halifax branches in Cardiff. The role focuses on delivering quality service, guiding customers through everyday banking, and guiding them toward digital banking solutions.

The position requires empathy, a genuine interest in finances, and the ability to build strong relationships while handling sensitive situations.

Qualifications

• Minimum 12 months' customer service experience.
• Genuine interest in helping people with their finances.
• Ability to quickly build relationships and provide a strong customer experience.
• Empathy, care, honesty, and integrity when supporting customers.
• Ability to remain calm under pressure and adapt to different customer needs.
• Commitment to deliver on promises and exceed customer expectations.
• Willingness to work 28 hours per week, including Saturdays.

Responsibilities

• Provide face-to-face support to customers in Lloyds and Halifax branches.
• Handle everyday banking tasks and resolve customer queries.
• Support customers through bereavement, fraud concerns, vulnerability, and digital banking challenges.
• Promote and support digital services, helping customers use online and mobile banking independently.
• Identify opportunities to connect customers with appropriate products and services.
• Collaborate with colleagues to ensure customer needs are met.
• Develop skills and earn accreditations through the Skill Progression Framework.
• Potentially progress into customer support roles across phone, online, web chat, video, social media, Digital, Operations, Fraud, Financial Planning, or leadership.

Skills

Customer service

Relationship building

Empathy

Collaboration

Calm under pressure

Digital banking support

Job description

• Provide face-to-face support to customers in Lloyds and Halifax branches
• Handle everyday banking tasks and resolve customer queries
• Support customers through bereavement, fraud concerns, vulnerability, and digital banking challenges
• Promote and support digital services, helping customers use online and mobile banking independently
• Identify opportunities to connect customers with appropriate products and services
• Adapt support to different customer needs while acting with care and integrity
• Collaborate with colleagues to ensure customer needs are met
• Develop skills, handle increasingly complex customer needs, and earn accreditations through the Skill Progression Framework
• Potentially progress into customer support roles across phone, online, web chat, video, social media, Digital, Operations, Fraud, Financial Planning, or leadership

Requirements

• Minimum of 12 months' customer service experience
• Genuine interest in helping people with their finances
• No previous financial services experience required
• Ability to quickly build relationships and provide a strong customer experience
• Empathy, care, honesty, and integrity when supporting customers
• Ability to remain calm under pressure and adapt to different customer needs
• Commitment to deliver on promises and exceed customer expectations
• Ability to collaborate closely with colleagues
• Willingness to work 28 hours per week, including Saturdays

Core Competencies

Demonstrates strong customer service skills with a focus on empathy, integrity, and adaptability to meet diverse customer needs. Proficient in promoting digital banking services and resolving complex customer queries effectively.

Highest-signal resume keywords

• Customer Service Experience
• Empathy and Care
• Digital Banking Support
• Relationship Building
• Collaboration with Colleagues

Soft Skills

• Strong Customer Experience
• Adaptability
• Calm Under Pressure
• Commitment to Delivering Promises

Industry Keywords

• Banking
• Customer Support
• Fraud Concerns
• Vulnerability
• Financial Services