Lloyds Banking Group
Saturday 21 May 2022
£18,783 – £20,870
Agile Working Options
Other Agile Working Arrangements / Open to Discussion
Job Description Summary
Customer Service Advisor
Motor Finance & Leasing is a key part of Retail Bank, the largest division in Lloyds Banking Group. We help our customers by fulfilling their mobility needs through both the Lex Autolease and Black Horse brands by providing cars, vans, caravans and motorbikes and/or the finance for them. We strive to deliver customer service excellence that responds to constantly evolving customer needs. If you’re curious, capable, driven and adaptable – then we want to hear from you.
We’re recruiting for a Customer Service Adviser who will be responsible for providing excellent service delivery to the Lex Autolease customer base. In this role, you’ll be responsible for providing customer service support to drivers, primarily over the telephone. Each customer can have their own challenges so the work is varied and there is a strong requirement on building effective relationships both internally and externally.
This role will suit someone who is easily able to effectively prioritise daily workloads across varying tasks. Who possesses the skills and capability to resolve routine enquiries across a broad range of communication channels (i.e. email/web/telephone). You’ll need to be confident managing customer queries via the telephone, aiming to resolve where possible at first point of contact.
The role encompasses a strong regulatory focus through strict compliance and governance. This is a telephony based role with high levels of inbound calls and emails.
Other accountabilities include:
· Actively promote and drive increased utilisation of all digital customer journeys on the Lex Autolease Manage my Vehicle portal
· Have a good understanding of your customers satisfaction scores (CSAT and Driver Surveys) and participate in action plans designed to improve them
· Participate in continuous improvement activities designed to improve the overall customer experience.
· Involvement in adhoc departmental projects which impact across the department’s teams
· Evidence compliance with regulatory and legislative requirements including TCF principles, promoting the fair treatment of customers in decisions and actions undertaken
In return, the role will provide the opportunity to learn new skills and to work in a fast paced but collaborative work environment. You’ll be part of an encouraging team who work in a variety of flexible ways to accommodate work-life balance. We have a truly inclusive culture and greatly value the diversity of thought to really make a difference for our customers. We’d welcome applications from people who have experience in customer service and managing customer relationships.
In return for your expertise, what will you get from us?
You’ll enjoy the benefit of a hybrid working style, flexing between working from home and the office hub in Cheadle (please note your first three months could be office based due to training). We recognise that in order to attract the best people we need to be flexible – we know that ‘normal’ office hours aren’t always doable! Whilst we can’t accommodate every flexible working request, we are always open to conversations around working patterns. If you want to be part of an inclusive, values-led culture that celebrates diversity and equal opportunity – then we look forward to hearing from you.
At Lloyds Banking Group, we’re driven by a clear purpose; to help Britain recover. 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’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.