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Lloyds Banking Group; Inverurie; On-site; GBP 22,000 - 23,000; Part time

Job summary

Bank of Scotland in Inverurie is seeking a Customer Support Associate for a part-time role, 30 hours per week, including Saturdays. Usual hours are 9:30am–4:00pm, Monday to Friday, with a 30-minute lunch. You will work 1 in 3 Saturdays as part of the team rota.

You will start in a branch, delivering face-to-face support to customers, handling everyday banking tasks, and guiding customers with digital banking. The role emphasizes empathy, calmness under pressure, and teamwork.

Qualifications

• Minimum 12 months customer service experience is desirable.
• Ability to build relationships quickly to provide a great customer experience.
• Comfort with handling sensitive situations with empathy and care.

Responsibilities

• Provide face-to-face support to customers in the branch network.
• Assist with routine banking tasks and guide customers in using digital banking.
• Promote and explain digital services and connect customers with appropriate products.

Skills

Customer service

Relationship building

Empathy

Teamwork

Adaptability

Job description

Bank of Scotland - Customer Support - Inverurie

Working across our branches within a reasonable distance.

HOURS: 30 hours a week, including Saturdays

WORKING PATTERN: Part-time

Your usual hours will be

9:30am-4:00pm, Monday to Friday, with a 30-minute lunch break. The role also includes

working 1 in 3 Saturdays as part of the team rota.

To support changing customer demand, there may be times where these hours need to be adjusted. We'll always discuss this with you and aim to agree any changes in advance. Flexibility to support this is beneficial.

SALARY: £22, 456, increasing to £23,100 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
• 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.