Lloyds Banking Group Customer Support - Malvern

Lloyds Banking Group; Malvern; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Pension up to 15%

Annual bonus

Private medical (BUPA)

Share schemes

Discounts on shopping

22 days holiday

Wellbeing initiatives

Parental leave

Salary review annually

Uniform provided

Job summary

Lloyds Banking Group is seeking colleagues to provide face-to-face support in branches, helping customers with everyday banking and important moments with care and empathy.

You will promote digital services, assist customers in using online and mobile banking, and look for opportunities to connect customers with suitable products and services. Training will be provided, and there are career paths across the Group.

Qualifications

• Minimum 12 months of customer service experience.
• A people person who cares about helping people with their finances (no previous financial services experience required).
• Ability to quickly build relationships to give customers a fantastic experience.
• Desire to put yourself in customers' shoes, show empathy, acting with care and integrity.
• Commitment to deliver on promises and going above and beyond for your customer.
• Genuine teammate collaborating closely with colleagues to ensure customer needs are met.

Responsibilities

• Provide face-to-face support to customers in branches.
• Promote and support digital banking services.
• Help customers use online and mobile banking independently.
• Identify opportunities to connect customers with the right products and services.
• Build confidence and reassurance during difficult moments.

Skills

Customer service

Relationship building

Empathy

Communication

Teamwork

Job description

You'll start your journey in one of our branches, providing face-to-face support to customers. While you'll handle some everyday banking tasks, the heart of this role is helping people through important moments - offering reassurance, guidance and practical support. This could include supporting someone through a bereavement, resolving a fraud concern, helping a vulnerable customer, or building confidence with digital banking. You'll adapt to different customer needs, promote and support our digital services, and confidently help customers use online and mobile banking independently. You'll also recognise opportunities to connect customers with the right products and services. We don't expect you to know everything about banking - we'll teach you. What matters is being calm under pressure, adaptable, and empathetic. As you grow, you may progress into other roles across the Group, including supporting customers by phone, online, or through channels like web chat, video or social media.

• A minimum of 12 months customer service experience.
• A people person - You'll be honest and genuine, caring about helping people with their finances (no previous financial services experience required)
• The ability to quickly build relationships to give customers a fantastic experience.
• The passion to put yourself in the customers' shoes, show empathy, acting with care and integrity - taking time to resolve queries and giving our customers confidence in the service you're providing.
• The commitment to deliver on your promises and going above and beyond for your customer.
• A genuine teammate - collaborating closely with colleagues to ensure your customers' needs are met.

  At Lloyds Banking Group, we don't just offer jobs - we offer careers. We believe in building strong foundations, which is why we ask all new colleagues to spend a minimum of 12 months in a customer service role, mastering new skills, dealing with more complex customer needs, and earning valuable accreditations through our Skill Progression Framework. This helps you develop a deep understanding of our customers, our services, and the values that drive us.

Once you've built that foundation, we'll support you in exploring a wide range of career opportunities across the Group in more specialist areas including Digital, Operations, Fraud, and Financial Planning, as well as opportunities to move into leadership roles. This is a place for you Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we're committed to creating an environment in which everyone can thrive, learn and develop. We're disability confident. So, if you'd like reasonable adjustments to be made to our recruitment processes, just let us know. We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Private medical benefit with BUPA
• Share schemes
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 22 days' holiday (increases over time), with bank holidays on top - pro rated for part time roles
• A range of wellbeing initiatives and generous parental leave policies
• Salaries are reviewed annually on 1 April as part of our annual pay review
• We'll also provide you with a full uniform, so you'll always feel prepared and won't need to think about what to wear for work each day.

We know that great talent comes from many backgrounds. Whilst this advert may reference specific years of experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply. 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 along 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.