Customer Service Adviser Newport
End Date 31 March 2019 Salary Range Job Description Summary Location:\t\tNewport Salary\t\t\t£17,523 - £19,470 per year Shift Pattern:\t\tShift operating hours \t07:00-23:00 No. of days scheduled \tMaximum of 4 out of 7 (over a Mon-Sun weekly period, '4 days on 4 days off') Weekend working \tMaximum of 8 weekend days over an 8 week period Non work days (NWD's) \tFixed as part of 8 week pattern and will not be moved once released Shift span \tFixed 10 hour shifts. Minimum of 30 hours and a maximum of 40 hours per week Start/finish times \tShift start or end time can be moved 1 hour from base pattern (exact base pattern is specified at recruitment stage) Notice period \tMinimum of 8 weeks notice of confirmed shift pattern The Role At Lloyds Banking Group, we help Britain's people, businesses and communities prosper. Our goal is to become the best bank for customers - and you'll help us to achieve it. We're currently looking for 12 Customer Service Advisors to join our contact centre team in Newport. If you care about making a difference for people, you'll love this opportunity to help our customers make the most of their money - and get the best from their lives. Especially because it comes with the option to turn your role into an apprenticeship with a recognised qualification. What you'll be doing This role is about excellent customer service. People from all walks of life will call to talk to you about a range of products and services. You'll take care to find out what matters to them and do your very best to answer all their questions. If you don't know the answers, you'll pass them to an expert who does. From day one, you'll commit to learning about a variety of products and processes, so you can respond to queries quickly. And you'll strive to become better every day. Whether this will be your first job or you're looking for a change of direction or fresh start, you have the choice to turn this role into an apprenticeship. That means you'd enjoy excellent, extra training and support. Alongside your daily duties, you'd work towards a recognised qualification in Providing Financial Services, which is equivalent to gaining five GCSEs at grades A-C/4-9. You'll be given dedicated time away from customer calls to work towards your apprenticeship qualification; it's a combination of self-study and on the job training, with the support of a dedicated assessor throughout. What you'll need From day one, you'll be a valued part of a Customer Service team that helps people build for their future. Putting yourself in their shoes, you'll always deliver on your promises - and you'll do everything you can to go above and beyond. You're someone who focuses on what matters. And your personal responsibilities are a matter of pride for you. Crucially, you're also a team player. You'll need to be able to commit to the specified shift pattern for a minimum of 12 months, thereafter you can request a change in your working pattern to suit your lifestyle. The Rewards In return for your commitment, you'll enjoy the advantages of a rewards package that offers flexibility and choice. Highlights include: •\t22 days holiday •\tAnnual performance bonus •\tOption to save money with exclusive high street discounts •\tThe ability to replace some benefits with cash •\tPrivate medical benefits •\tDiscounts on great financial products such as mortgages, loans and insurance •\tGenerous contributory pension scheme •\tShare-save and incentive plans •\tSupport for your total wellbeing: body, mind, finance and work You'll also be part of a diverse and inclusive workforce, reflective of the customers and communities we serve. To find out more and apply click the Apply button. Job Description Customer Deliver a high level of customer experience by proactively identifying genuine customer needs and making appropriate banking, mortgage and partner referrals, ensuring customer needs are met via an appropriate channel in a timely manner and at a time of our customers' choosing. Proactively manage time to be in the right place at the right time, supporting the overall customers' branch experience and helping to ensure customers are dealt with quickly and professionally, working flexibly across all zones of the branch including banking hall, counter, self serve and enquiries. Engage with customers in the Banking Hall demonstrating behaviours consistent with Delivering Service/Banking Hall Excellence and Channel of Choice, maximising the use of tablets as appropriate; actively educating and assisting customers, including assessing their digital appetite and confidence to help in the most appropriate and relevant channel for their individual circumstances. Control Environment Effectively comply within the Risk Management Framework including our Policies, Processes, Procedures and Governance to ensure a robust and consistent approach to make the right decisions and do the right thing for our customers. Keep up-to-date with mandatory training and take personal responsibility to ensure you have the appropriate skills and knowledge to remain competent to undertake your role. Fulfil customer transactions and account servicing requests accurately and compliantly right first time using the system tools and prompts when available. Undertake NPA routines when required, making sure that outstanding items are actively progressed. People Development Take ownership of personal development and performance, and regularly assess and develop your performance during coaching, feedback and 1:1s. Embrace our Vision, Values and Behaviours, bring the brand personality to life and demonstrate your commitment to Inclusion and Diversity where customers and colleagues are treated with dignity and respect. 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.