Lloyds Banking Group Customer Support - Malvern

Lloyds Banking Group; Malvern, Worcester; On-site; GBP 26,000 - 27,000; Full time

Benefits offered by this job

Pension up to 15%

Annual bonus

Private medical (BUPA)

Share schemes

Discounted shopping

22 days holiday

Wellbeing initiatives

Parental leave

Annual pay review

Uniform provided

Job summary

Lloyds Banking Group is seeking a Customer Support representative to join our branches in Malvern and Worcester. You will provide face-to-face support to customers and handle everyday banking tasks as part of a wider service team.

The role focuses on guiding customers through important moments with reassurance, empathy and practical help, including digital banking support and signposting to the right products and services.

Qualifications

• Minimum of 12 months customer service experience.
• Ability to build relationships and deliver a fantastic customer experience.
• Willingness to learn and adapt to different customer needs.

Responsibilities

• Provide face-to-face support to customers in branches.
• Handle everyday banking tasks while guiding customers through important moments.
• Promote and support digital banking services and assist customers with online/mobile use.
• Identify opportunities to connect customers with the right products and services.
• Grow within the Group, potentially moving to other channels over time.

Skills

Customer service

People skills

Empathy

Job description

JOB TITLE: Customer Support

LOCATION(S): Malvern & Worcester - Working across our Lloyds and Halifax branches within a reasonable distance.HOURS: 35 hours a week, including Saturdays

WORKING PATTERN: Full-time

SALARY: £26,200 increasing to £26,950 after 6 months

What you'll be doing

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.

What we’re looking for

• 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.

Grow Your Career with Our Skill Progression Framework

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.