Lloyds Banking Group - Customer Support - Southampton

📍 Job Overview

• Job Title: Customer Support
• Company: Lloyds Banking Group
• Location: Southampton, England, United Kingdom
• Job Type: Full-Time, Hybrid (3 office days per week)
• Category: Customer Service, Retail Banking
• Date Posted: August 8, 2025
• Experience Level: 0-2 years
• Remote Status: On-site with remote work flexibility

🚀 Role Summary

• Provide exceptional customer service and support across Lloyds and Halifax branches and remote channels.
• Build relationships with customers and understand their financial needs.
• Contribute to an inclusive and caring work environment.
• Grow your career with the Skill Progression Framework, offering clear steps for advancement and increased pay.

📝 Enhancement Note: This role offers a clear career path for those interested in building a long-term career in retail banking, with a focus on customer support and service.

💻 Primary Responsibilities

• Deliver outstanding customer service in branches and through remote channels (phone, web-chat, social media, video calls).
• Resolve customer queries and issues professionally and efficiently.
• Build rapport with customers and understand their financial needs.
• Collaborate with colleagues to ensure customer needs are met.
• If working from home, meet the required homeworking criteria (quiet, private room, stable internet connection).

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

🎓 Skills & Qualifications

Education: No specific educational requirements mentioned; relevant work experience is preferred.

Experience: Previous customer service or retail experience would be beneficial but not essential.

Required Skills:

• Excellent communication and active listening skills.
• Ability to build relationships quickly and establish rapport with customers.
• Empathy and genuine care for helping people with their finances.
• Commitment to delivering on promises and going above and beyond for customers.
• Strong teamwork and collaboration skills.

Preferred Skills:

• Previous experience in a customer-facing role or retail environment.
• Knowledge of financial services products and processes.
• Proficiency in using various communication channels (phone, web-chat, social media, video calls).

📝 Enhancement Note: While previous financial services experience is not required, a genuine interest in helping people with their finances is crucial for success in this role.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: £25,000 - £25,200 (increasing to £25,750 after 6 months, with the potential to earn up to £30,750 through skill progression).

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 the annual pay review.

Working Hours: 35 hours per week, including Saturdays.

📝 Enhancement Note: The salary range provided is based on the information given in the job listing and is subject to change. The benefits package is comprehensive and tailored to support the wellbeing and financial security of employees.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services, Retail Banking.

Company Size: Large (over 75,000 employees).

Founded: 1765 (as a joint-stock company).

Team Structure:

• Customer Support colleagues work in branches and remotely, collaborating with branch managers and other support teams.
• The role is part of the Group Retail function, which includes branches, contact centers, and digital channels.

Development Methodology:

• The role follows a structured Skill Progression Framework, with clear steps for career advancement and skill development.
• Colleagues work closely with their line managers to set goals, track progress, and receive regular feedback.

Company Website: Lloyds Banking Group

📝 Enhancement Note: Lloyds Banking Group is a large, established financial services organization with a strong focus on customer service and employee development.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry-level position within the Customer Support function, offering a clear career path for progression.

Reporting Structure: Customer Support colleagues report to their line manager, who is typically a Branch Manager or Team Manager.

Technical Impact: This role has a direct impact on customer satisfaction and loyalty, contributing to the overall success of the bank's retail operations.

Growth Opportunities:

• Progression through the Skill Progression Framework, with increased pay and responsibilities.
• Opportunities to specialize in specific areas, such as mortgage advice or business banking.
• Potential to move into management or other roles within the Group Retail function or wider organization.

📝 Enhancement Note: The career progression opportunities in this role are structured and well-defined, with clear steps for advancement and skill development.

🌐 Work Environment

Office Type: Hybrid, with 3 office days per week and the option to work from home on other days.

Office Location(s): Southampton, with the possibility of working in other Lloyds or Halifax branches within a reasonable distance.

Workspace Context:

• Branches offer a customer-facing environment, with colleagues working together to provide excellent service.
• Homeworking requires a quiet, private room and a stable internet connection.

Work Schedule: 35 hours per week, including Saturdays. Flexible working options are available, including part-time work and job sharing.

📝 Enhancement Note: The hybrid work arrangement offers a balance between on-site collaboration and remote flexibility, with a clear structure for career progression and skill development.

📄 Application & Technical Interview Process (N/A for this role)

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

• Putting people first and making a difference to customers, businesses, and communities.
• Building strong, lasting relationships based on trust and integrity.
• Delivering outstanding customer service and support.
• Collaborating and working together to achieve shared goals.

Collaboration Style:

• Working closely with colleagues in branches and remotely to ensure customer needs are met.
• Regular communication and feedback to support career progression and skill development.
• A supportive and inclusive team environment, with a focus on diversity and inclusion.

📝 Enhancement Note: The customer support team values a collaborative and inclusive approach, with a strong focus on customer service and support.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Managing customer expectations and resolving complex queries efficiently.
• Adapting to various customer needs and communication channels.
• Balancing customer service with sales and upselling opportunities.

Learning & Development Opportunities:

• Progression through the Skill Progression Framework, with access to training and development opportunities.
• The chance to gain experience in different areas of the business, such as mortgage advice or business banking.
• Opportunities to develop leadership and management skills.

📝 Enhancement Note: The structured career progression framework and diverse learning opportunities make this role an attractive choice for those seeking long-term growth and development in the retail banking sector.

💡 Interview Preparation

Application Process:

1. Submit your application through the provided link.
2. Tailor your resume to highlight relevant customer service and retail experience, as well as any transferable skills.
3. Prepare for the interview by researching Lloyds Banking Group's values and customer support approach.
4. Consider your own customer service experiences and how you can apply them to this role.

Interview Tips:

• Be prepared to discuss your customer service experience and how you have handled challenging situations in the past.
• Show enthusiasm for helping customers and a genuine interest in financial services.
• Demonstrate your ability to build relationships quickly and establish rapport with customers.
• Be ready to discuss your career goals and how this role fits into your long-term plans.

📝 Enhancement Note: The interview process for this role is likely to focus on customer service skills and cultural fit, with a strong emphasis on the candidate's ability to build relationships and provide excellent customer support.

📌 Application Steps

To apply for this Customer Support position, follow these steps:

1. Submit your application through the provided link.
2. Tailor your resume to highlight relevant customer service and retail experience, as well as any transferable skills.
3. Prepare for the interview by researching Lloyds Banking Group's values and customer support approach.
4. Consider your own customer service experiences and how you can apply them to this role.

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