End Date 27 January 2019 Salary Range £18,054 - £20,060 Job Description Summary In Lloyds Banking Group we put our customers interests at the heart of everything we do. Our customers are those who find themselves in financial difficulties which is why our teams play a vital role in listening and understanding our customers individual circumstances and agreeing a fair solution that is suitable and sustainable for them. Working as part of our Operations team you will be responsible for telephony based customer contact, dealing with a range of customer circumstances where you will need to execute sound judgement & decision making in order to reach a fair outcome for our customers in line with regulatory policy and procedures. Job Description Colleagues must demonstrate the ability to undertake a meaningful conversation with our customers through customer centric activities to facilitate fair customer outcomes. Build a good rapport with our customers to deepen/develop the customer relationship, and look out for customer vulnerability. Conduct customer interactions, ensuring a full understanding of individual customer circumstances and using considered judgement and decision making skills to propose a fair solution. Make decisions considering risk to the bank and impact to the customer with guidance & advice where required. Handle customer calls in an efficient and effective manner providing the highest level of customer service by aiming to meet the needs of our customers and LBG. Respond efficiently to a range of customer enquiries ensuring that information provided is clearly understood and escalating issues where appropriate. Ensure processes are completed to the highest standard, challenging and escalating when process/policies cause any unintended consequences to both the customer and/or the bank. Access and navigate the relevant LBG systems to review and propose the customer options. Focus on excellent customer service whilst delivering against defined business objectives. Ensure all details entered onto the system are accurate and meet the required quality standards. Ensure all legislative regulatory requirements are adhered to through compliance, training, competency scheme & business standards. Identify & suggest improvements to new & existing processes, procedures & systems . Positive attitude to change, and develop own skills to meet the changing customer, business and financial environmental needs. At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. 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.