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Lloyds Banking Group; Kirkwall; On-site; GBP 21,000 - 22,000; Part time

Benefits offered by this job

Pension up to 15%

Annual bonus

Private medical with BUPA

Discounted shopping

22 days holiday + bank holidays

Job summary

Bank of Scotland is seeking a part-time Customer Support adviser in Kirkwall to assist customers in-branch with everyday banking tasks and important moments. You will promote digital services and help customers use online and mobile banking while building trusted relationships.

With a minimum of 12 months’ customer service experience, you’ll stay calm under pressure, show empathy, and work as part of a supportive team. Opportunities exist to progress across the Lloyds Banking Group.

Qualifications

• A minimum of 12 months customer service experience.
• A people person – care about helping people with finances.
• Ability to quickly build relationships to give customers a fantastic experience.
• The passion to show empathy, care and integrity when resolving queries.
• Commitment to delivering on promises and going above and beyond.
• A genuine teammate who collaborates with colleagues to meet customers' needs.

Responsibilities

• Provide face-to-face support to customers in branches.
• Assist with everyday banking tasks and support customers through important moments.
• Promote and support digital services; help customers use online and mobile banking.
• Identify opportunities to connect customers with the right products and services.
• Grow within the Group, potentially moving to other roles across the business.

Skills

Customer service experience

People skills

Relationship building

Empathy under pressure

Team player

Job description

Bank of Scotland - Customer Support - Kirkwall

HOURS: 28 hours a week, working across Monday to Friday only

WORKING PATTERN: Part-time

ANNUAL SALARY: £20,960, increasing to £21,560 after 6 months

HOURLY SALARY: £14.39 , increasing to £14.80 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 your 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.