📍 Job Overview

Job Title: Customer Support
Company: Lloyds Banking Group
Location: Worcester, Tewkesbury, Kidderminster
Job Type: Full-time
Category: Customer Service
Date Posted: June 20, 2025
Experience Level: Entry-level to 2 years
Remote Status: Hybrid (working from branches and remotely)

🚀 Role Summary

Provide exceptional customer service through various channels, including branches, phone, and digital platforms.
Build relationships with customers and help them with their financial needs.
Grow your career with Lloyds Banking Group's skill progression framework.

📝 Enhancement Note: This role offers a clear career progression path and competitive benefits package, making it an attractive opportunity for entry-level candidates seeking to grow within a large, established organization.

💻 Primary Responsibilities

Customer Interaction: Assist customers in branches and remotely, understanding their needs, and providing tailored solutions.
Query Resolution: Handle customer queries and complaints professionally and efficiently, ensuring customer satisfaction.
Relationship Building: Build strong, lasting relationships with customers by demonstrating empathy, care, and integrity.
Collaboration: Work closely with colleagues to ensure customer needs are met and resolve complex issues.
Adaptability: Adapt to working in different environments, including branches and remotely, as required.

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

🎓 Skills & Qualifications

Education: No specific educational requirements mentioned; however, a GCSE or equivalent qualification in Maths and English would be beneficial.

Experience: Up to 2 years of customer service experience, preferably in a retail or financial services environment.

Required Skills:

Excellent communication and active listening skills
Strong relationship-building abilities
Empathy and a genuine desire to help customers
Integrity and a commitment to delivering exceptional service
Ability to work collaboratively with colleagues

Preferred Skills:

Previous experience in a customer-facing role
Knowledge of financial services products and processes
Proficiency in using digital platforms and tools for customer service

📝 Enhancement Note: While previous financial services experience is not required, a basic understanding of financial products and services would be beneficial for this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrations of strong customer service skills, such as handling challenging customer situations or resolving complex queries.
Evidence of excellent communication skills, both written and verbal.
Examples of working collaboratively with colleagues to achieve customer satisfaction.

Technical Documentation:

Not applicable for this role, as it is not a web development or server administration position.

💵 Compensation & Benefits

Salary Range: £25,000 - £25,200 per annum, 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. However, it is recommended to research regional salary standards and cost of living for a more accurate estimate.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services

Company Size: Large (over 75,000 employees)

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

Team Structure:

Customer Support colleagues work in branches and remotely, supported by branch managers and team leaders.
The role is part of the Group's Retail division, which includes Lloyds Bank, Halifax, and Bank of Scotland brands.

Development Methodology:

Lloyds Banking Group operates a skill progression framework, allowing colleagues to develop new skills and advance their careers.
The company focuses on agile working, offering flexible working options to support work-life balance.

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

📝 Enhancement Note: Lloyds Banking Group is a large, established organization with a strong focus on customer service and employee development. The company's size and structure offer numerous opportunities for career progression and growth.

📈 Career & Growth Analysis

Customer Support Career Level: Entry-level to intermediate, with opportunities for progression through the skill progression framework.

Reporting Structure: Customer Support colleagues report to branch managers or team leaders, with the opportunity to progress to more senior roles within the Retail division or other areas of the Group.

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

Growth Opportunities:

Progression through the skill progression framework, leading to increased salary and more senior roles.
Opportunities to specialize in specific areas, such as mortgage advice or business banking.
Potential to move into other areas of the Group, such as wealth management or commercial banking.

📝 Enhancement Note: The skill progression framework and wide range of opportunities within the Group make this an attractive role for candidates looking to grow their career in the financial services industry.

🌐 Work Environment

Office Type: Hybrid (working from branches and remotely)

Office Location(s): Worcester, Tewkesbury, and Kidderminster. Working across Lloyds and Halifax branches within a reasonable distance.

Workspace Context:

Branches: Modern, customer-focused environments with technology to support customer service.
Remote working: Colleagues must have a quiet, private room at home and a stable internet connection.

Work Schedule: Full-time, working 35 hours per week, including Saturdays. Flexible working options are available.

📝 Enhancement Note: The hybrid work arrangement allows for a good balance between in-person customer interaction and remote work, providing flexibility and adaptability to the role.

📄 Application & Technical Interview Process

Interview Process:

Online application and screening.
Telephone or video interview to assess communication skills and cultural fit.
Final interview, which may include a role-play scenario to assess customer service skills and problem-solving abilities.

Portfolio Review Tips:

Not applicable for this role, as it is not a web development or server administration position.

Technical Challenge Preparation:

Not applicable for this role, as it is not a web development or server administration position.

ATS Keywords: Not applicable for this role, as it is not a web development or server administration position.

📝 Enhancement Note: The interview process focuses on assessing customer service skills, communication abilities, and cultural fit, with a strong emphasis on practical, scenario-based questions.

🛠 Technology Stack & Web Infrastructure

Not applicable for this role, as it is not a web development or server administration position.

👥 Team Culture & Values

Customer Service Values:

Putting people first: Understanding and meeting customer needs.
Making it right: Taking ownership and responsibility for resolving customer issues.
Keeping it simple: Making banking easy and accessible for customers.
Working together: Collaborating with colleagues to achieve customer satisfaction.

Collaboration Style:

Customer Support colleagues work closely with branch managers and team leaders to ensure customer needs are met.
Colleagues are encouraged to share knowledge and support one another to improve customer service standards.

📝 Enhancement Note: Lloyds Banking Group's customer service values and collaborative work environment create a supportive and engaging workplace for Customer Support colleagues.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Handling challenging customer situations and resolving complex queries.
Adapting to working in different environments, including branches and remotely.
Keeping up-to-date with changes to products, services, and processes.

Learning & Development Opportunities:

Progression through the skill progression framework, leading to increased salary and more senior roles.
Opportunities to specialize in specific areas, such as mortgage advice or business banking.
Potential to move into other areas of the Group, such as wealth management or commercial banking.
Access to e-learning platforms and training courses to develop new skills and knowledge.

📝 Enhancement Note: The wide range of challenges and growth opportunities within this role make it an attractive choice for candidates seeking to develop their customer service skills and advance their career in the financial services industry.

💡 Interview Preparation

Technical Questions:

Not applicable for this role, as it is not a web development or server administration position.

Company & Culture Questions:

How do you handle challenging customer situations?
Can you describe a time when you went above and beyond to help a customer?
How do you keep up-to-date with changes to products, services, and processes?

Portfolio Presentation Strategy:

Not applicable for this role, as it is not a web development or server administration position.

📝 Enhancement Note: Interview questions focus on assessing customer service skills, communication abilities, and cultural fit, with a strong emphasis on practical, scenario-based questions.

📌 Application Steps

To apply for this Customer Support position:

Submit your application through the Lloyds Banking Group careers website.
Prepare for the telephone or video interview by practicing common customer service scenarios and researching the company's customer service values.
If invited to a final interview, prepare for role-play scenarios and be ready to demonstrate your customer service skills and problem-solving abilities.
Research Lloyds Banking Group's customer service culture and familiarize yourself with their products and services.

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

Lloyds Banking Group - Customer Support - Worcester