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Lloyds Banking Group; Thurso; On-site; GBP 19,000 - 20,000; Part time

Benefits offered by this job

Pension up to 15%

Annual bonus

Private medical with BUPA

Discounted shopping

22 days holiday

Uniform provided

Wellbeing initiatives

Job summary

Bank of Scotland is seeking a part-time Customer Support Advisor for Thurso branches. You will work 25 hours per week within branch opening hours, Monday to Friday, with a salary starting at £18,714 and rising to £19,250 after six months.

You will provide face-to-face support, assist with everyday banking tasks, and guide customers through important moments, including bereavement support, fraud concerns, and digital banking help.

Qualifications

• At least 12 months of customer service experience.
• People person who cares about helping customers.
• Ability to build relationships quickly for a great experience.
• Empathetic, calm under pressure.
• Commitment to deliver and go above and beyond.
• Team player who collaborates with colleagues.

Responsibilities

• Start in a branch providing face-to-face customer support.
• Assist with everyday banking tasks while guiding customers through important moments.
• Promote and support digital banking services and help customers use online/mobile banking.
• Identify opportunities to connect customers with relevant products and services.
• Grow knowledge and potentially progress to other roles across the Group.

Skills

Customer service

Empathy

Communication

Relationship-building

Teamwork

Job description

Bank of Scotland - Customer Support - Thurso

Working across our Bank of Scotland branches within a reasonable distance.

HOURS: 25 hours a week, worked during our branch opening hours, Monday to Friday. We'll work with you to agree a working pattern that supports both your needs and customer demand.

WORKING PATTERN: Part-time

SALARY: £18,714 increasing to £19,250 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.

Like what you hear? Join us!