📍 Job Overview

Job Title: Customer Support
Company: Lloyds Banking Group
Location: Galashiels, Scottish Borders, United Kingdom
Job Type: Part-time
Category: Customer Service
Date Posted: June 18, 2025
Experience Level: Entry to Mid-level
Remote Status: Hybrid

🚀 Role Summary

Provide exceptional customer service in Lloyds and Halifax branches and through remote channels.
Build strong relationships with customers and resolve their financial queries efficiently.
Grow your career with our skill progression framework, offering clear steps for growth and increased pay.

📝 Enhancement Note: This role offers a unique opportunity to develop a career in customer support within the banking sector, with a clear path for progression and competitive benefits.

💻 Primary Responsibilities

Deliver outstanding customer service in branches and through remote channels (phone, social media, web-chat, video calls).
Build rapport with customers quickly and understand their financial needs.
Provide accurate and empathetic advice, ensuring customers feel confident in the service provided.
Collaborate with colleagues to ensure customer needs are met and queries are resolved efficiently.
If working in a hybrid location, meet homeworking criteria, including a quiet, private room and stable internet connection.

📝 Enhancement Note: This role requires strong interpersonal skills, active listening, and the ability to remain calm under pressure when dealing with customer queries.

🎓 Skills & Qualifications

Education: No specific educational requirements mentioned; however, a strong focus on customer service and communication skills is expected.

Experience: Previous customer service experience would be beneficial but not essential, as full training will be provided.

Required Skills:

Excellent communication and interpersonal skills.
Genuine interest in helping people with their finances.
Ability to build relationships quickly and understand customer needs.
Empathy and integrity, acting with care and taking time to resolve queries.
Commitment to delivering on promises and going above and beyond for customers.
Strong teamwork skills and collaboration with colleagues.

Preferred Skills:

Previous customer service or sales experience.
Knowledge of financial products and services.
Familiarity with banking processes and procedures.

📝 Enhancement Note: While not explicitly stated, a strong focus on customer-centricity, active listening, and problem-solving skills would be highly beneficial in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

N/A - This role does not require a web portfolio, as it is focused on customer support within banking branches and remote channels.

Technical Documentation:

N/A - This role does not require technical documentation, as it is focused on customer support and not web development or server administration.

💵 Compensation & Benefits

Salary Range: £23,000 - £27,675 (progression based on skill development and increased responsibilities)

Benefits:

Generous pension contribution of up to 15%.
Annual performance-related bonus.
Private medical benefit with BUPA.
Share schemes.
Benefits you can adapt to your lifestyle, such as discounted shopping.
22 days’ holiday (increases over time), with bank holidays on top.
A range of wellbeing initiatives and generous parental leave policies.
Salaries reviewed annually on 1 April as part of an annual pay review.

Working Hours: 32.2 hours per week, including Saturdays.

📝 Enhancement Note: The salary range provided is based on the information given in the job listing and reflects the progression opportunities within the role. The benefits package is comprehensive and tailored to support colleagues' wellbeing and work-life balance.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services

Company Size: Large (over 75,000 employees)

Founded: 1765 (as a bank; Lloyds Banking Group formed in 1995)

Team Structure:

Customer Support colleagues work within Lloyds and Halifax branches and remotely.
Colleagues collaborate closely to ensure customer needs are met and queries are resolved efficiently.
The role offers opportunities to progress within the customer support function and into other areas of the business.

Development Methodology:

The role follows a structured skill progression framework, allowing colleagues to develop new skills and take on new activities.
Colleagues receive training and support to help them grow and advance in their careers.

Company Website: Lloyds Banking Group

📝 Enhancement Note: Lloyds Banking Group is a large financial services organization with a strong focus on customer-centricity and colleague development. The company offers a wide range of products and services, with a strong presence in both personal and business banking.

📈 Career & Growth Analysis

Customer Support Career Level: Entry to Mid-level - This role offers an excellent starting point for a career in customer support within the banking sector, with clear progression opportunities based on skill development and increased responsibilities.

Reporting Structure: Colleagues report to a Branch Manager or Team Leader, who provides support, guidance, and coaching to help them develop and progress in their careers.

Technical Impact: This role has a direct impact on customer satisfaction and loyalty, as colleagues play a crucial role in helping customers with their financial needs and resolving any queries they may have.

Growth Opportunities:

Progression within the customer support function, taking on more complex customer needs and increasing pay.
Opportunities to move into other areas of the business, such as mortgage advice, financial planning, or management roles.

📝 Enhancement Note: This role offers strong career progression opportunities, with a clear skill progression framework and the potential to move into other areas of the business. Colleagues are supported in their development through training, coaching, and mentoring.

🌐 Work Environment

Office Type: Hybrid - Colleagues work in Lloyds and Halifax branches and remotely, with flexibility in when hours are worked.

Office Location(s): Galashiels, with the opportunity to work across other Lloyds and Halifax branches within a reasonable distance.

Workspace Context:

Branches provide a customer-facing environment, with colleagues working together to deliver excellent service.
Remote working requires a quiet, private room at home and a stable internet connection.

Work Schedule: 32.2 hours per week, including Saturdays. Flexibility in when hours are worked, with the opportunity to work part-time.

📝 Enhancement Note: This role offers a flexible work arrangement, with the opportunity to work part-time and flexibility in when hours are worked. Colleagues benefit from a supportive work environment, with a strong focus on customer-centricity and colleague development.

📄 Application & Technical Interview Process

Interview Process:

Online application and assessment.
Telephone or video interview to discuss your experience and motivation for the role.
Final interview, which may include a role-play scenario to assess your customer service skills and problem-solving abilities.

Portfolio Review Tips:

N/A - This role does not require a portfolio, as it is focused on customer support within banking branches and remote channels.

Technical Challenge Preparation:

N/A - This role does not require a technical challenge, as it is focused on customer support and not web development or server administration.

ATS Keywords: (Relevant keywords for customer service roles in the banking sector)

Customer Service
Relationship Building
Empathy
Integrity
Team Collaboration
Communication
Problem-Solving
Active Listening
Sales
Financial Services
Banking
Retail Banking
Customer Support
Customer Care
Customer Experience
Customer Satisfaction
Customer Loyalty
Customer Retention
Customer Acquisition
Customer Relationship Management (CRM)
Customer Service Skills
Customer Service Representative
Customer Service Agent
Customer Service Associate
Customer Service Specialist
Customer Service Supervisor
Customer Service Manager
Customer Service Team Leader
Customer Service Coach
Customer Service Trainer

📝 Enhancement Note: The interview process for this role focuses on assessing candidates' customer service skills, problem-solving abilities, and motivation for the role. There is no technical challenge or portfolio requirement, as the role is focused on customer support within the banking sector.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies:

N/A - This role does not require frontend technologies, as it is focused on customer support within banking branches and remote channels.

Backend & Server Technologies:

N/A - This role does not require backend or server technologies, as it is focused on customer support within banking branches and remote channels.

Development & DevOps Tools:

N/A - This role does not require development or DevOps tools, as it is focused on customer support within banking branches and remote channels.

📝 Enhancement Note: As this role is focused on customer support within the banking sector, there are no frontend, backend, or server technologies or development and DevOps tools required.

👥 Team Culture & Values

Customer Support Values:

Putting people first and making a difference to customers, businesses, and communities.
Building strong relationships with customers and understanding their financial needs.
Providing accurate and empathetic advice, ensuring customers feel confident in the service provided.
Collaborating with colleagues to ensure customer needs are met and queries are resolved efficiently.
Acting with care and integrity, taking time to resolve queries and going above and beyond for customers.

Collaboration Style:

A strong focus on teamwork and collaboration, with colleagues working together to deliver excellent customer service.
A supportive and inclusive work environment, with a commitment to building a truly inclusive workplace where all colleagues have the opportunity to make a real difference.

📝 Enhancement Note: The customer support function within Lloyds Banking Group places a strong emphasis on customer-centricity, teamwork, and collaboration. Colleagues are supported in their development and encouraged to progress in their careers.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Building strong relationships with customers quickly and understanding their financial needs.
Providing accurate and empathetic advice, ensuring customers feel confident in the service provided.
Resolving complex customer queries and complaints, acting with care and integrity.
Keeping up-to-date with changes in financial products, services, and regulations.

Learning & Development Opportunities:

A structured skill progression framework, allowing colleagues to develop new skills and take on new activities.
Training and support to help colleagues grow and advance in their careers.
Opportunities to move into other areas of the business, such as mortgage advice, financial planning, or management roles.

📝 Enhancement Note: This role offers a range of technical challenges and learning opportunities, with a strong focus on customer-centricity, teamwork, and collaboration. Colleagues are supported in their development and encouraged to progress in their careers.

💡 Interview Preparation

Technical Questions:

N/A - This role does not require technical questions, as it is focused on customer support within banking branches and remote channels.

Company & Culture Questions:

Why are you interested in this role, and what relevant experience do you have?
How do you build rapport with customers quickly and understand their financial needs?
Can you describe a time when you provided excellent customer service, going above and beyond for a customer?
How do you handle difficult customers or complex customer queries and complaints?
How do you keep up-to-date with changes in financial products, services, and regulations?

Portfolio Presentation Strategy:

N/A - This role does not require a portfolio presentation strategy, as it is focused on customer support within banking branches and remote channels.

📝 Enhancement Note: The interview process for this role focuses on assessing candidates' customer service skills, problem-solving abilities, and motivation for the role. There are no technical questions or portfolio requirements, as the role is focused on customer support within the banking sector.

📌 Application Steps

To apply for this customer support position:

Submit your application through the application link.
Prepare for the online application and assessment, focusing on your customer service skills and motivation for the role.
Research Lloyds Banking Group and the customer support function, ensuring you understand the company's values and commitment to customer-centricity.
Prepare for the telephone or video interview, practicing your responses to common customer service scenarios and questions.
If invited to the final interview, practice your role-play scenario and prepare for questions about your customer service skills, problem-solving abilities, and motivation for the role.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer service industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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