📍 Job Overview

Job Title: Customer Support
Company: Lloyds Banking Group
Location: Coventry, Tamworth, Burton-on-Trent
Job Type: Full-Time
Category: Customer Support & Services
Date Posted: June 20, 2025
Experience Level: Entry to Mid-Level (0-2 years)
Remote Status: Hybrid (3 office days per week)

🚀 Role Summary

Provide exceptional customer support in Lloyds and Halifax branches, as well as through remote channels.
Build strong customer relationships and resolve queries efficiently.
Contribute to a positive and inclusive work environment.
Grow your career through the skill progression framework, with opportunities to earn up to £30,750.

📝 Enhancement Note: This role offers a clear career progression path, with structured skill development and pay increases based on performance and new skills acquisition.

💻 Primary Responsibilities

Customer Interaction: Deliver outstanding customer service in branches and through remote channels, such as phone, social media, web-chat, and video calls.
Query Resolution: Address customer inquiries promptly and professionally, ensuring customer satisfaction.
Relationship Building: Establish strong, lasting relationships with customers by understanding their needs and providing tailored solutions.
Collaboration: Work closely with colleagues to ensure customer needs are met and to maintain a positive work environment.
Adaptability: Thrive in a dynamic environment, embracing new technologies and working methods.

📝 Enhancement Note: This role requires strong communication skills, empathy, and the ability to adapt to various customer needs and working environments.

🎓 Skills & Qualifications

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

Experience: Entry to mid-level experience in customer service or a related field is preferred, but not required. Previous experience in financial services is not necessary.

Required Skills:

Excellent communication and interpersonal skills
Genuine interest in helping people with their finances
Strong relationship-building skills
Empathy and integrity
Commitment to delivering on promises and going above and beyond for customers
Ability to work collaboratively with colleagues
(For hybrid locations) Meeting homeworking criteria, such as a quiet, private room at home and stable internet connection

Preferred Skills:

Previous customer service or financial services experience
Familiarity with banking products and services
Proficiency in using various communication channels and technologies

📝 Enhancement Note: While not explicitly stated, proficiency in using various communication channels and technologies, as well as familiarity with banking products and services, would be beneficial for this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

(Not applicable, as this is a customer support role)

Technical Documentation:

(Not applicable, as this is a customer support role)

📝 Enhancement Note: Although this is a customer support role and does not require a web portfolio, demonstrating strong communication skills, customer service experience, and any relevant certifications or training could strengthen an application.

💵 Compensation & Benefits

Salary Range: £25,000 - £30,750 (progression based on skill development and performance)

Benefits:

Generous pension contribution (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 the annual pay review

Working Hours: 35 hours per week, including Saturdays

📝 Enhancement Note: The salary range provided is based on the company's stated progression framework, with the opportunity to earn up to £30,750 for the highest skill level. The benefits package is comprehensive and tailored to support work-life balance and employee wellbeing.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Banking)

Company Size: Large (Over 50,000 employees)

Founded: 1765 (as a partnership; became a limited company in 1865)

Team Structure:

Customer Support teams working across Lloyds and Halifax branches and remote channels
Collaborative and inclusive work environment, with a focus on putting people first
Structured career progression framework for skill development and growth

Development Methodology:

Agile working, with a focus on continuous improvement and innovation
Regular training and development opportunities to support career progression
Strong emphasis on customer-centricity and delivering exceptional customer service

Company Website: Lloyds Banking Group

📝 Enhancement Note: Lloyds Banking Group is a large, established financial services organization with a strong focus on customer service, innovation, and employee development. The company's agile working approach and structured career progression framework provide opportunities for growth and skill development.

📈 Career & Growth Analysis

Customer Support Career Level: Entry to Mid-Level (0-2 years)

Reporting Structure: Reports directly to the Branch Manager or Team Leader, with opportunities for career progression within the Customer Support function or into other areas of the business.

Technical Impact: Directly impacts customer satisfaction and loyalty by providing exceptional service and resolving queries efficiently.

Growth Opportunities:

Progression through the skill development framework, with opportunities to earn up to £30,750
Career progression into specialist or management roles within Customer Support
Opportunities to move into other areas of the business, such as Product or Service Delivery

📝 Enhancement Note: This role offers clear career progression opportunities, with a structured skill development framework and the potential to earn up to £30,750. Additionally, there are opportunities to move into specialist or management roles within Customer Support or other areas of the business.

🌐 Work Environment

Office Type: Hybrid (3 office days per week, with flexibility in when hours are worked)

Office Location(s):

Coventry: 30 High Street
Burton-on-Trent: 16 High Street
Tamworth: 17 George Street

Workspace Context:

Collaborative and inclusive work environment, with a focus on customer-centricity
Access to various communication channels and technologies to support customer interactions
Opportunities to work from home, with a quiet, private room and stable internet connection required

Work Schedule: 35 hours per week, including Saturdays, with flexibility in when hours are worked

📝 Enhancement Note: The hybrid work environment offers a balance between office-based and remote work, with flexibility in when hours are worked. This allows for a better work-life balance and the opportunity to work from home when needed.

📄 Application & Technical Interview Process

Interview Process:

Online application and assessment
Telephone or video interview to assess communication skills and cultural fit
Face-to-face interview or assessment center to evaluate customer service skills, problem-solving, and teamwork

Portfolio Review Tips:

(Not applicable, as this is a customer support role)

Technical Challenge Preparation:

(Not applicable, as this is a customer support role)

ATS Keywords:

Customer Support
Relationship Building
Empathy
Integrity
Collaboration
Communication
Branch-Based
Remote Channels
Query Resolution
Customer Satisfaction
Career Progression
Skill Development
Agile Working
Customer-Centricity

📝 Enhancement Note: While this role does not require technical skills or a portfolio, demonstrating strong communication skills, customer service experience, and any relevant certifications or training can strengthen an application. Additionally, using relevant keywords in the application and interview process can help showcase a strong fit for the role.

🛠 Technology Stack & Web Infrastructure

Technology Stack:

Various communication channels and technologies, such as phone, social media, web-chat, and video calls
(Not explicitly stated, but likely includes customer relationship management (CRM) software and other relevant tools)

📝 Enhancement Note: As this is a customer support role, the technology stack is focused on communication channels and tools to support customer interactions. The specific technologies used may vary depending on the branch and customer needs.

👥 Team Culture & Values

Customer Support Values:

Putting people first and delivering exceptional customer service
Building strong, lasting relationships with customers
Acting with care, integrity, and empathy
Collaborating closely with colleagues to ensure customer needs are met
Embracing a culture of continuous improvement and innovation

Collaboration Style:

Collaborative and inclusive work environment, with a focus on customer-centricity
Strong emphasis on teamwork and supporting colleagues to ensure customer needs are met
Regular training and development opportunities to support career progression

📝 Enhancement Note: Lloyds Banking Group fosters a collaborative and inclusive work environment, with a strong focus on customer-centricity and continuous improvement. The customer support team works closely together to ensure customer needs are met and to maintain a positive work environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing customer expectations and resolving complex queries efficiently
Adapting to new technologies and working methods in a dynamic environment
Balancing customer support responsibilities with career development and growth opportunities

Learning & Development Opportunities:

Structured skill development framework with opportunities to earn up to £30,750
Regular training and development opportunities to support career progression
Opportunities to move into specialist or management roles within Customer Support or other areas of the business

📝 Enhancement Note: This role presents various challenges, such as managing customer expectations and adapting to new technologies. However, it also offers significant growth opportunities, with a structured skill development framework, regular training and development opportunities, and the potential to move into specialist or management roles.

💡 Interview Preparation

Technical Questions:

(Not applicable, as this is a customer support role)

Company & Culture Questions:

How do you build strong, lasting relationships with customers?
Can you describe a time when you went above and beyond to help a customer?
How do you handle difficult or upset customers?
How do you stay up-to-date with new technologies and working methods in a dynamic environment?

Portfolio Presentation Strategy:

(Not applicable, as this is a customer support role)

📝 Enhancement Note: While this role does not require technical skills or a portfolio, demonstrating strong communication skills, customer service experience, and any relevant certifications or training can strengthen an application. Additionally, using relevant keywords in the application and interview process can help showcase a strong fit for the role.

📌 Application Steps

To apply for this customer support position:

Submit your application through the application link
Tailor your resume to highlight relevant customer service experience and skills
Prepare for the interview process by practicing common customer service scenarios and researching the company's customer-centric values
Consider any relevant certifications or training that could strengthen your application

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

Lloyds Banking Group - Customer Support - Coventry