📍 Job Overview

• Job Title: Customer Support
• Company: Lloyds Banking Group
• Location: Stroud, Cirencester, and Gloucester
• Job Type: Part-time (21 hours per week, including Saturdays)
• Category: Customer Service
• Date Posted: 2025-08-08
• Experience Level: Entry-level to 2 years
• Remote Status: On-site with potential for hybrid work

🚀 Role Summary

• Provide exceptional customer service in Lloyds and Halifax branches and through remote channels.
• Build relationships with customers and resolve their queries efficiently.
• Grow your career through the Skill Progression Framework, developing new skills and earning valuable accreditations.

📝 Enhancement Note: This role offers a clear career progression path, with opportunities to advance by mastering new skills and earning valuable accreditations.

💻 Primary Responsibilities

• Customer Interaction: Assist customers in branches and through remote channels (phone, social media, web-chat, and remote advice video calls).
• Query Resolution: Resolve customer queries efficiently and effectively, ensuring customer satisfaction.
• Relationship Building: Build and maintain strong relationships with customers, understanding their needs and providing tailored solutions.
• Collaboration: Work closely with colleagues to ensure customer needs are met and provide a fantastic customer experience.
• Adaptability: Demonstrate flexibility in working patterns, including working Saturdays.

📝 Enhancement Note: This role requires strong communication skills, empathy, and the ability to quickly build relationships with customers to provide an excellent customer experience.

🎓 Skills & Qualifications

Education: No specific educational requirements mentioned. A passion for helping people and a genuine interest in customer service are essential.

Experience: No previous financial services experience required. Crucially, you should be a people person with a genuine desire to help people with their finances.

Required Skills:

• Excellent communication skills
• Strong interpersonal skills
• Empathy and active listening
• Problem-solving abilities
• Ability to work in a team and collaborate with colleagues

Preferred Skills:

• Previous customer service experience
• Knowledge of financial services products and processes
• Ability to work in a fast-paced environment
• Proficiency in using various communication channels (phone, social media, web-chat, video calls)

📝 Enhancement Note: While previous financial services experience is not required, any relevant experience in customer service or a related field would be beneficial.

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

As this role does not require a web portfolio or project requirements, this section is not applicable.

💵 Compensation & Benefits

Salary Range: £15,000 increasing to £15,450 after 6 months in role. The salary can further increase to £18,450 through the Skill Progression Framework.

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 are reviewed annually on 1 April as part of the annual pay review

Working Hours: 21 hours per week, including Saturdays. Flexible working options are available.

📝 Enhancement Note: The salary range provided is based on the information given in the job listing. The benefits package is comprehensive and includes various perks to support work-life balance and employee wellbeing.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services

Company Size: Large (over 75,000 employees)

Founded: 1765 (as a joint-stock company)

Team Structure:

• Customer Support colleagues work in branches and through remote channels.
• The role involves collaboration with colleagues to ensure customer needs are met.
• The team is part of the broader Retail Banking division, which includes branches, contact centers, and digital channels.

Development Methodology:

• The role follows a structured Skill Progression Framework, allowing colleagues to develop new skills and advance their careers.
• Colleagues receive training and support to help them grow and succeed in their roles.

Company Website: https://www.lloydsbankinggroup.com/

📝 Enhancement Note: Lloyds Banking Group is a large financial services organization with a strong focus on customer service and employee development. The company offers a clear career progression path through its Skill Progression Framework.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry-level to 2-year position within the Customer Support career path. Colleagues can progress through the Skill Progression Framework, developing new skills and earning valuable accreditations.

Reporting Structure: Customer Support colleagues report to the Branch Manager or Team Leader, depending on the location and working arrangement.

Technical Impact: Customer Support colleagues have a direct impact on customer satisfaction and the overall customer experience. They play a crucial role in building and maintaining strong relationships with customers and resolving their queries efficiently.

Growth Opportunities:

• Skill Progression: Colleagues can progress through the Skill Progression Framework, developing new skills and earning valuable accreditations.
• Career Development: As colleagues advance through the Skill Progression Framework, they may have the opportunity to take on new activities and increase their pay.
• Internal Mobility: Lloyds Banking Group offers various career opportunities across the organization, allowing colleagues to explore different roles and functions.

📝 Enhancement Note: This role offers clear career progression opportunities through the Skill Progression Framework, with the potential for colleagues to take on new activities and increase their pay as they develop new skills.

🌐 Work Environment

Office Type: Branches and hybrid working arrangements (where applicable)

Office Location(s): Stroud, Cirencester, and Gloucester. Colleagues may work across multiple branches within a reasonable distance.

Workspace Context:

• Branches: Customer Support colleagues work in Lloyds and Halifax branches, providing face-to-face customer service.
• Hybrid Working: Colleagues in hybrid locations may work from home, using various communication channels to assist customers remotely.
• Collaboration: Colleagues work closely with their teams to ensure customer needs are met and provide a fantastic customer experience.

Work Schedule: 21 hours per week, including Saturdays. Flexible working options are available, allowing colleagues to balance their work and personal lives.

📝 Enhancement Note: The work environment for this role is primarily branch-based, with potential for hybrid working arrangements depending on the location. Colleagues have the opportunity to work with customers face-to-face and through various remote channels.

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

As this role does not require a technical interview process, this section is not applicable.

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

As this role does not involve web development or server administration, this section is not applicable.

👥 Team Culture & Values

Customer Support Values:

• Putting People First: Understanding and meeting the needs of customers, putting their best interests at heart.
• Helping Britain Prosper: Supporting customers and communities to thrive and prosper.
• Easy to Do Business With: Making banking simple and straightforward for customers.
• Responsible Banking: Acting responsibly and ethically, considering the long-term impact of decisions on customers, communities, and the environment.

Collaboration Style:

• Teamwork: Working closely with colleagues to ensure customer needs are met and provide a fantastic customer experience.
• Communication: Maintaining open and transparent communication with customers and colleagues.
• Supportive: Providing support and guidance to colleagues, helping them to grow and succeed in their roles.

📝 Enhancement Note: Lloyds Banking Group has a strong focus on customer service and employee development. The company's values and culture emphasize putting people first, helping Britain prosper, and acting responsibly.

⚡ Challenges & Growth Opportunities

Technical Challenges (N/A for this role): As this role does not involve web development or server administration, this section is not applicable.

Learning & Development Opportunities:

• Skill Progression: Colleagues can progress through the Skill Progression Framework, developing new skills and earning valuable accreditations.
• Training: Colleagues receive training and support to help them grow and succeed in their roles.
• Career Development: As colleagues advance through the Skill Progression Framework, they may have the opportunity to take on new activities and increase their pay.

📝 Enhancement Note: This role offers clear learning and development opportunities through the Skill Progression Framework, with colleagues able to develop new skills and earn valuable accreditations as they progress in their careers.

💡 Interview Preparation

As this role does not require a technical interview process, this section is not applicable.

📌 Application Steps

To apply for this Customer Support position:

• Submit your application through the application link provided.
• Ensure your application highlights your strong communication skills, empathy, and genuine desire to help people with their finances.
• Prepare for your interview by researching Lloyds Banking Group's customer service approach and values.
• Be ready to demonstrate your ability to build relationships with customers and resolve their queries efficiently.

⚠️ 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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